CityServe: Online Grievance Redressal System for Municipal Services

Abstract

The Online Grievance Redressal System is designed to address some of the failures of traditional grievance process. The view is that a centralized and (hopefully) technology-enabled service will help to create transparency, accountability, and a level of trust with the citizenry. While there are current frameworks for managing complaints, this project moves toward a more deliberate and joined up approach that improves and streamlines reporting processes and tracking electronically. This effort would provide a redesign of a citizen-centered service that is functional and scalable, but also a step beyond early forms of e-governance.