Introduction

This Public Grievance Redressal and Management System (PGRMS) software cater to the needs of various public departments, including Excise & Prohibition, Tourism & Culture, and Archaeology. The key features designed to address public grievances:

User-friendly Complaint Registration:

• Multiple Channels: Allow complaints through a web portal, mobile app (optional), phone calls and even physical submission forms.
• Grievance Categories: Offer pre-defined categories specific to each department (e.g., Permit delays in Excise, Sanitation issues in Tourism, Site maintenance concerns in Archaeology).
• Anonymous Option: Provide the flexibility to register complaints anonymously, especially for sensitive issues.
• Attachment Support: Enable users to attach documents (photos, scans) to provide evidence for their grievances.

Streamlined Grievance Management:

• Automated Workflows:Route complaints to the designated department and officer based on category and urgency.
• Assignements and Tracking:Assign complaints to specific officers for investigation and resolution.
• Internal Communication:Facilitate secure communication channels between officers and departments for efficient collaboration on complex issues.

Transparency and Feedback:

• Real-time Status Updates: Keep complainants informed about the progress of their grievance with automated notifications and a user dashboard.
• Estimated Resolution Time:Provide an estimated timeframe for resolving the complaint, setting expectations for the user.
• Feedback Mechanism: Allow users to provide feedback on the grievance redressal process, helping improve the system's effectiveness.

Reporting and Analytics:

• Department-specific Reports: Generate reports with insights into grievance trends, department performance, and common complaint types. This data can be used for departmental process improvement.
• Performance Dashboards: Visualize key metrics like resolution rates, average turnaround time, and department-wise comparisons for better grievance management.

Benefits for Each Department:

• Excise & Prohibition: Improve transparency in permit issuance and grievance redressal for licensing issues.
• Tourism & Culture: Address concerns related to amenities, sanitation, and tourist safety at cultural sites.
• Archaeology: Facilitate reporting of monument maintenance issues and ensure timely resolution.

By implementing a robust PGRMS, these departments can create a more accessible and responsive grievance redressal system, fostering public trust and improving overall service delivery.