GramAssist: A Scalable Cloud-Based Grievance Redressal System for Rural Governance

Abstract

Grievance redressal that works effectively is a must for transparent and accountable governance, especially in rural areas where people are highly dependent on public services for daily life. However, in rural governance, the management of grievances is limited due to manual methods, lack of accessibility and regular response time as well as proper tracking. In this paper, we present GramAssist, a multilingual and priority based digital grievance redressal mechanism to enhance service level of service delivery and citizen's engagement in rural governance.

The citizens can register complaints online in a language of their choice on previous evidence and receive the status of the complaint with help of unique ticket ID number. Complaints are automatically assigned to responsible departments based on time-scheduled priority allocation scheme so that due priorities and fairness can be well respected. The platform offers a structured oversight through an administrative dashboard for monitoring, status updates and accountability. Simulation studies, and empirical evaluation results show that the proposed system minimizes complaint processing latencies, increases transparency, and improves the overall governance performances. The findings demonstrate that GramAssist is a scalable and citizen centric solution for real world rural implementation.