AI-Based Solution To Enable Ease of Grievance Lodging and Tracking for Citizens Across Multiple Departments

DOI

10.2991/978-94-6463-738-0_78How to use a DOI?

Keywords

Grievance Redressal; Artificial Intelligence; NLP; Predictive Analytics; Transparency

Abstract

Existing grievance redressal mechanisms have long been plagued by departmental silos, slow responses, and a lack of openness, creating obstacles for individuals seeking to address their concerns with government bodies. This study introduces an artificial intelligence-driven solution that tackles these problems by establishing a unified platform for submitting and monitoring complaints across various departments. By harnessing Natural Language Processing (NLP) and Machine Learning (ML), the proposed system streamlines the grievance filing process, automatically sorts complaints, and directs them to the appropriate departments for quicker resolution. Users interact with a multilingual, AI-powered chatbot that offers a user-friendly interface, guiding them through the complaint submission process and providing real-time updates on the status of their grievances. The system also assigns priority to complaints based on urgency and monitors the resolution process through an integrated dashboard, ensuring transparency for both citizens and government officials. The proposed solution enhances interdepartmental communication and predicts potential bottlenecks by integrating departmental databases and utilizing predictive analytics, resulting in faster complaint resolutions. Automated alerts and an escalation system ensure timely handling of grievances and appropriate escalation when needed. Beyond improving the citizen experience, the system also boosts government accountability by offering insights into departmental efficiency, complaint trends, and resource allocation. While issues such as data privacy, system integration, and adoption persist, this AI-based approach has the potential to transform public grievance management by promoting efficiency, transparency, and confidence in government services.

Copyright

© 2025 The Author(s)

Open Access

Open Access This chapter is licensed under the terms of the Creative Commons Attribution-NonCommercial 4.0 International License (http://creativecommons.org/licenses/by-nc/4.0/), which permits any noncommercial use, sharing, adaptation, distribution and reproduction in any medium or format, as long as you give appropriate credit to the original author(s) and the source, provide a link to the Creative Commons license and indicate if changes were made.

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TY  - CONF
AU  - Poonam Gupta
AU  - Omkar Prasad Ijardar
AU  - Ashish Jadhav
AU  - Vansh Saheb
PY  - 2025
DA  - 2025/06/22
TI  - AI-Based Solution To Enable Ease of Grievance Lodging and Tracking for Citizens Across Multiple Departments
BT  - Proceedings of the International Conference on Advances and Applications in Artificial Intelligence (ICAAAI 2025)
PB  - Atlantis Press
SP  - 1002
EP  - 1022
SN  - 1951-6851
UR  - https://doi.org/10.2991/978-94-6463-738-0_78
DO  - 10.2991/978-94-6463-738-0_78
ID  - Gupta2025
ER  -