Efficient complaint resolution is vital for good governance and administration of services in both the public and the private sector. In traditional grievance management systems, the process tends to be manual, paper-based, and lengthy, resulting in slow response time, inadequate tracking systems, limited transparency, and low consumer satisfaction. As a result of these challenges, there is a need for a more advanced technology-based application that can be used to handle complaints in a structured, secure, and intelligent way. This research proposes the creation of a Smart Grievances Portal that integrates the use of automation, artificial intelligence (AI), and natural language processing (NLP) to improve overall efficiency in the grievance management process. The proposed Smart Grievances Portal will allow users to secure registration, submit online complaints with attachments, and have access to a real-time status update of their complaint via a dedicated dashboard. An AI-based classification module will use text processing methods, such as tokenization and keyword identification, to analyze complaint descriptions and accurately categorize and prioritize them based on the results. The complaint will be routed to the appropriate department through an automated assignment process, minimizing the possibility of manual intervention and reducing the time taken to process the request. The portal will also include a priority management system that will allow for a quick turnaround on urgent complaints and provide a feedback mechanism for evaluating the quality of services provided and the satisfaction of users. The Smart Grievances Portal will utilize a centralized relational database management system (RDBMS) for all client data and complaint information to ensure that clients can have a single source for client data and complaints. Using a centralized relational database management system (RDBMS) to hold, manage, protect, and track data throughout the lifecycle of a complaint will create a structured way to store that data. Advanced reporting and analytic capabilities can then produce the data needed to make informed decisions about performance using statistical analysis as well as key performance indicators (KPIs). Using secure mechanisms like encryption, role-based access to information, and secure channels of communication, you will be able to protect the data contained within your complaint system while remaining compliant with laws regarding data confidentiality and privacy. The integration of intelligent technologies into grievance redressal systems has resulted in improved transparency, operational efficiencies, accountability, and increased citizen engagement. The Smart Grievances Portal is an example of how governments can begin their digital transformation of processes involved in delivering services via electronic means.
Smart Grievances Portal (SGP), Grievance Redressal System, E-Governance, Digital Government, Artificial Intelligence (AI), Natural Language Processing (NLP), Machine Learning, Automated Complaint Classification, Complaint Management System, Online Complaint Tracking, Complaint Prioritization, Data Analytics
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