Most modern-day governments across the world are moving towards adopting a more participatory form of governance i.e. involve citizens in the management of public institutions. It provides a bridge between ordinary citizens and public institutions in making the latter more efficient in delivering of public services. Citizen complaints and feedback mechanism is one such facet that makes the government more responsive to public needs. But the traditional system wherein a complainant visits the concerned department to file a complaint is inconvenient, time consuming and more often than not, unresponsive. A physical register is just not capable enough to handle the sheer volume of complaints generated on a daily basis. It hampers productivity, is riddled with impartiality, and inter-departmental grievances become a quagmire to trudge through.
An effective and efficient response to citizen grievances becomes an essential index of a government's performance. All government agencies should have a process for redressal of complaints that is responsive, fast and fair. Apart from a robust grievance redressal mechanism, they should also encourage citizens to give genuine feedback on the services provided, whether it was satisfactory, whether they were treated well by the departmental staff and how they think the system could be improved.
Our System offers the following modules:
Grievance and Feedback Management System is highly scalable with enhanced technological support to register calls, enhance caller experience, automatic call distribution, and call recording and quality analysis. More than ever, citizens are now more aware of their rights and responsibilities of public institutions. By providing them with the platforms through which they can access the government, transparency and accountability in governance can be phenomenally enhanced.
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