Amplifying Citizen Voices. Accelerating Government Response.

CSII India's Public Grievance Redressal System (PGRS) is a citizen-centric platform designed to bridge the communication gap between the public and government authorities. Built to streamline the registration, tracking, and resolution of complaints, this system ensures transparency, accountability, and faster service delivery—strengthening trust in governance.

Our digital solution empowers citizens to report issues across departments such as sanitation, water supply, road maintenance, lighting, and more, while enabling authorities to monitor and act on grievances efficiently.

csii unauthorized construction

Advantages

  • Multi-Channel Grievance Submission
  • Department-Wise Auto Routing
  • Real-Time Status Tracking
  • Attachment Support - Users can upload photos, videos, or documents as proof to support their complaint.
  • Dashboard & Analytics - Authorities get a centralized dashboard with reports on grievance trends, resolution times, staff performance, and open issues.
  • SLA-Driven Resolution Mechanism - Track each complaint against pre-defined service level agreements (SLAs) to ensure timely redressal.
  • Role-Based Access & Audit Trails- Ensure data security and governance with user-level permissions and activity logs for every action taken.

What Separates From Others

  • For Citizens - Transparent, easy-to-use grievance channels with timely updates
  • For Administrators - Unified control over complaint data, staff accountability, and service monitoring
  • For Governance - Improved citizen satisfaction and data-driven decision-making

Key Features & Functionalities

icon User-Friendly Interface Simple and accessible platform for citizens to lodge complaints easily.
icon Multi-Channel Complaint Submission Allows submission via web portal, mobile app, email, or physical centers.
icon Grievance Tracking System Unique complaint ID for each grievance to track status in real time.
Automated Acknowledgment Instant acknowledgment upon complaint registration.
icon Categorization and Prioritization Classifies complaints based on department, issue type, and urgency.
icon Role-Based Workflow Ensures the complaint reaches the correct department/official for resolution.
icon Time-Bound Resolution Defined turnaround times with escalation mechanisms for delays.
icon Escalation Matrix Automatic escalation to higher authorities if not resolved within stipulated time.
icon SMS/Email Notifications Regular updates to complainants about the progress of their grievance.
icon Feedback & Rating System Allows citizens to rate their satisfaction with the resolution.
icon Dashboard & Analytics Real-time reports, performance metrics, and trend analysis for administrators.
Multilingual Support Interface and complaint submission in multiple regional languages.
icon Data Security & Confidentiality Ensures secure handling of sensitive personal and complaint data.

Understanding PGRS

Grievance redressal is a key element of responsive governance. When citizens can easily raise issues and see them resolved transparently, it builds public trust, improves service delivery, and enhances administrative performance.

CSII India’s solution offers a scalable, customizable, and secure platform that enables municipal bodies, state departments, and urban authorities to digitize the complaint handling process and promote participatory governance.