Grievance Redressal Management System

1. Project Caption – (Within 20 Words)
“Grievance Redressal Management System: An End to End solution”
Project Tagline – (Within 50 Words)
Every complaint/grievance not only needs patient hearing, it needs continuous assurance that the
concern will be addressed, is being addressed or has been addressed in timely and efficient manner.
About Project – (Within 100 Words)
We propose a Grievance Redressal system which can keep record of thousands of complaints lodged
by citizens/people, related to any work in their gram panchayat along with the actions taken on
them by the State, District, Block or Panchayat. It also sends related updates regularly to the
concerned person (I am assuming complainer & concern Govt. servant as well gets the updates).
This helps in keeping a track of the all the registered grievance and their redressal status. This
contributes to the effective handling of all important issues and proposes an efficient model of e-governance
in the development work at the grass root.
Project Descriptions – (Within 500 Words)
Across the country, state Governments are trying to portray their execution of public work as the
most efficient. They are aiming for better public participation along with smooth and timely delivery
of the work. In this process, quite often grievances emerge between different stakeholders due to
laps on the part of people involved in the process. This not only disrupts the proper implementation
of work but also discourages the public partnership. Thus, the process of efficient implementation of
developmental work needs a proper grievance redressal system. Starting from registering the
complaint to actions taken at different levels, grievance redressal requires continuous follow-up and
a lot of paperwork. This whole process needs huge amount of resources including the cost of
appointing the people for complaint registration, keeping the records and doing the follow-up for
the action. It also consumes a lot of time and delays in handling it deters people from getting
involved in the process.
To reduce this huge toll on resources and simplify the process of execution we are proposing a
software which provides complete Grievance Redressal Management System. This end to end
solution gives you complete & efficient management of Grievance Redressal. It tracks each and
every complaint along with the actions taken on them by the different Government bodies related
to the case.
This offers people a simple and easy way of lodging complaints related to any mismanagement,
discrepancy or injustice during implementation of any Gram Panchayat level work. The complaint
can be registered through call, SMS or internet. This easies up the process of complaint registration,
reduces the bias of person registering the complaint, and also speeds up the whole process. This in

2. turn increases the engagement of people in identifying the bottlenecks of efficient implementation
of the development work.
In addition to this, it also provides regular updates on the status of the complaint. This gives an
assurance to the complainer that their concern is being considered and proper action is being taken.
There are salient benefits which come along with the implementation of this project.
 Greater Transparency – The status of any complaint can be checked and actions taken can
be monitored. This gives transparency to the whole process.
 Greater Accountability – The above mentioned feature also helps in increasing the
accountability of the public servant involved in the process.
 User Friendly Interface – The easy way of registering the complaints and track of the action
taken on it, is bound to increase the involvement of people in the process.
 Timely Delivery of Justice – The transparency and accountability ensures the timely
grievance redressal.
 Easy Impact Assessment – The number of effective redressal of the grievance will help in
establishing the success of the project along with the impact created by it. (Governance )
In nut shell, this project not only facilitates the existing grievance redressal mechanism in proper
handling of issues but also keeps a check on their effectiveness. Thus, it contributes to the goal of
smooth & effective implementation of development work through e-governance.