Government grievance portals receive a huge number of citizen complaints every day. Manual classification, routing, and follow-ups often lead to delays, misrouting, and unresolved issues.
This project provides an AI-powered platform that automatically classifies citizen grievances, assigns severity scores, routes them to the correct departments, tracks resolution timelines, and escalates unresolved complaints — ensuring transparency, accountability, and faster resolution.
Citizen Grievance Classification & Auto-Resolution Platform
- Massive complaint volumes
- Manual processing delays
- Poor tracking & accountability
- No automatic escalation for unresolved issues
Our platform uses Machine Learning, NLP, and Computer Vision to:
- Automatically classify complaints
- Predict severity and priority
- Route complaints to the correct department
- Track resolution status in real time
- Escalate unresolved issues automatically (RTI & media)
- User logs in (or anonymous with phone/email verification)
- Submits:
- Title
- Description
- Location (GPS / Ward / Pincode)
- Media (photo/video – optional but recommended)
- Issue gets a unique grievance ID
- 👉 From user POV: "My complaint is submitted successfully"
Once submitted, the system automatically processes:
- NLP model reads the complaint text
- Classifies into primary category:
- Roads
- Water
- Electricity
- Sanitation
- Health
- Police
- Transport
- Roads → Pothole / Streetlight / Traffic Signal
- Water → Leakage / No supply / Contamination
- Electricity → Outage / Wire issue / Meter problem
AI predicts severity based on:
- Keywords ("accident", "flood", "electrocution", "emergency")
- Image signals (if uploaded)
- Past similar issues
- Community upvotes
Severity Levels:
- 🔴 Critical - Immediate danger to life/property
- 🟠 High - Significant impact on daily life
- 🟡 Medium - Moderate inconvenience
- 🟢 Low - Minor issue
Based on:
- Category
- Location
- Jurisdiction
The system automatically routes the issue to:
- Municipal Corporation
- Electricity Board
- Police Department
- Water Board
- Health Department
- Transport Authority
👉 No manual forwarding needed — saves time and reduces errors
Each complaint is automatically assigned:
Priority Levels:
- P1 – Critical
- P2 – High
- P3 – Medium
- P4 – Low
SLA (Service Level Agreement) Time Thresholds:
- Critical: 6–12 hours
- High: 24–48 hours
- Medium: 3–5 days
- Low: 7–10 days
⏰ SLA clock starts ticking immediately upon submission
Agencies see:
- 📥 New issues
- ⏳ Pending issues
- 🚨 SLA breached issues
- 📊 Priority-wise sorting
- 📍 Location-based filtering
- 📈 Department performance metrics
Issue States:
- ✅ Received
- 🔄 In Progress
- ⏸️ Waiting for Approval
- ✔️ Resolved
- ❌ Rejected (with mandatory reason)
Every status update is logged with:
- Timestamp
- Officer name
- Action taken
- Comments
For users — real-time tracking like a courier 📦
Timeline View:
Submitted → Assigned → In Progress → Resolved
Notifications via:
- SMS
- App push notifications
- WhatsApp (optional)
👉 Builds trust + transparency with citizens
If SLA is breached:
System auto-flags the issue for escalation
Escalation Levels:
- Level 1: Reminder to department officer
- Level 2: Escalation to senior officer/supervisor
- Level 3: Public accountability trigger
If issue remains unresolved beyond threshold:
- Auto-generate a formal public tweet
- Tag:
- Official government handle
- Local authority
- City administration
Example (auto-generated):
"Citizen grievance #GV12345 regarding road safety in XYZ area
pending for 7 days beyond SLA. Requesting immediate action.
@CityCorpOfficial @LocalAuthority
When agency marks issue as resolved:
- Citizen is notified immediately
- Citizen can:
- ✅ Confirm resolution (with proof photo)
- 🔄 Reopen issue (if not actually resolved)
- ⭐ Rate the response (1-5 stars)
This feedback loops back into:
- Agency performance score
- AI priority tuning
- Public accountability metrics
- ✅ Auto complaint categorization using AI (NLP)
- ✅ Severity & priority scoring with ML
- ✅ Department-wise complaint routing
- ✅ SLA-based resolution tracking
- ✅ Admin dashboards for departments
- ✅ Citizen status tracking in real time
- ✅ Push / SMS / WhatsApp notifications
- ✅ Feedback & satisfaction scoring
- ✅ Auto escalation with RTI & media alerts
- ✅ Media upload & sharing (photo/video)
- ✅ OCR support for text extraction
- AI clusters complaints by:
- Location proximity
- Description similarity
- Time window
- Shows: "This issue already reported by 37 citizens"
- Impact: Reduces government workload, strong data intelligence
- Instead of just showing complaints, provides insights:
- "Likely cause: blocked drainage due to recent rainfall"
- Helps officials act faster with decision support
Each complaint gets a Trust Score based on:
- User history and track record
- Photo/video presence
- Location match verification
- Similar complaints nearby
Prevents:
- Fake complaints
- Political misuse
- Spam attacks
- Identity hidden from public
- Backend verifies:
- Phone number
- Location
- Useful for:
- Corruption reporting
- Safety issues
- Whistleblowing
Other citizens can:
- Upvote an issue
- Mark "I face this too"
- Priority auto-boosts based on:
- Number of supporters
- Time pending
- Community impact
➡️ Democracy + AI combined
- Some issues don't need government alone
- System suggests:
- "NGO XYZ can assist in this issue"
- Examples:
- Garbage → Local NGO
- Animal injury → Animal welfare org
- Tree plantation → Environmental groups
A city map showing:
- 🔴 Red zones → high unresolved issues
- 🟡 Yellow zones → moderate response
- 🟢 Green zones → responsive areas
Benefits:
- Media-ready visualization
- Policy makers can identify problem areas
- Citizens see real performance
For each department:
- Average resolution time
- SLA compliance percentage
- Citizen rating average
- Number of escalations
If SLA crosses threshold:
- System generates a Right to Information (RTI) draft
- Citizen can submit officially with one click
- This is INSANELY powerful for accountability 💥
For long-pending issues, auto-generates:
- Timeline of events
- Evidence compilation
- Impact summary
- Media contact suggestions
Useful for:
- Journalists
- Activists
- Public pressure campaigns
Instead of static forms, bot asks:
- "Is this affecting safety?"
- "Since when has this been happening?"
- "Is it occurring daily?"
Improves data quality
- Voice → Text → Auto-classification
- Supports:
- Telugu
- Hindi
- English
- Tamil
- Kannada
- And more regional languages
Massively increases accessibility
Using historical data, predicts areas likely to face:
- Water shortage
- Road damage
- Power failures
➡️ Government can act BEFORE complaints come
Example:
- "This area had 32 drainage complaints last monsoon. Preventive cleaning recommended."
When govt marks resolved:
- Citizen uploads After photo
- Confirms issue solved
- No confirmation → auto-reopens after 48 hours
- Before vs After image analysis
- AI detects if problem is actually fixed
- Prevents false resolution claims
🔥 Judges and evaluators LOVE this feature
The Problem: Many citizen complaints involve multiple departments (e.g., road damage after drainage work). Traditional systems treat these as separate cases, leading to:
- Repeated complaints from citizens
- Blame-shifting between departments
- Incomplete resolution
- Poor coordination
The Solution:
When a complaint is submitted, AI automatically identifies if multiple departments are involved:
- Example: "Road pothole due to water pipeline leak"
- Departments: Water Board + Roads Department
- Lead: Water Board (initiated the work)
- Sequence: Fix leak → Restore road
- Single Grievance ID for the entire issue
- All departments notified simultaneously
- Actions enforced in correct order:
- Drainage work must finish before road restoration
- Electrical work before streetlight installation
- Tree removal before road widening
Unlike blind escalation to all departments:
- CDDA identifies the blocking department
- Only escalates the department causing delay
- Example:
- If drainage work is done but road restoration pending
- Escalation goes to Roads Department only
- Not Water Board
- Lead department assigned responsibility
- Timeline dependencies mapped
- Each department's contribution tracked separately
- Prevents blame-shifting 🎯
Special admin view showing:
- Multi-department issues
- Current blocking department
- Dependency timeline (Gantt-chart style)
- Handoff status between departments
Impact:
- ✅ No repeated complaints for same issue
- ✅ Clear accountability per department
- ✅ End-to-end resolution under one ID
- ✅ Intelligent escalation (not blind)
- ✅ Prevents department blame-shifting
- ✅ Citizens see unified progress tracking
🔥 This is a GAME-CHANGER for multi-department coordination!
-
Citizen Portal:
- Web + Mobile responsive
- Issue submission with media upload
- Real-time tracking dashboard
- Chatbot interface
- Multilingual support
-
Department Admin Panel:
- Dashboard with SLA tracking
- Priority-based issue queue
- Status update interface
- Performance analytics
- Resolution proof upload
- Escalation alerts
-
Public Dashboard:
- Accountability heatmap
- Department performance scores
- Trending issues
- Resolution statistics
-
Complaint Processing Service:
- Issue ingestion and validation
- Automatic routing logic
- SLA monitoring and escalation
- Duplicate detection
- Status management
-
Cross-Department Coordination Engine (CDDA):
- Multi-department issue detection
- Dependency mapping and sequencing
- Lead department assignment
- Intelligent escalation routing
- Inter-department handoff tracking
-
Media Service:
- Photo/video upload handling
- Image compression and storage
- OCR processing
- Before/After comparison
- Media sharing and accessibility
-
NLP Models:
- Complaint classification
- Sub-category detection
- Severity prediction
- Sentiment analysis
- Root-cause suggestion
-
Computer Vision:
- Image-based issue detection
- Before/After verification
- OCR for text extraction
-
Predictive Analytics:
- Issue forecasting
- Pattern recognition
- Seasonal trend analysis
- Primary Database: Complaint records, user data, status tracking
- Media Storage: Cloud storage for images/videos
- Analytics Database: Performance metrics, historical data
- Cache Layer: Real-time status updates
-
Notification Service:
- SMS gateway
- Email service
- WhatsApp API
- Push notifications
-
External APIs:
- Maps/Location services
- Social media (Twitter API)
- RTI portal integration
- Government department APIs
- Web: React.js / Next.js
- Mobile: React Native / Flutter
- UI Framework: Material-UI / Tailwind CSS
- Maps: Google Maps API / Mapbox
- Real-time: WebSockets / Socket.io
- API: Python (FastAPI / Flask)
- Task Queue: Celery + Redis
- Authentication: JWT / OAuth 2.0
- API Gateway: Kong / AWS API Gateway
- NLP: Transformers (BERT, RoBERTa)
- Text Classification: scikit-learn, spaCy
- Computer Vision: OpenCV, TensorFlow/PyTorch
- OCR: Tesseract, Google Vision API
- Chatbot: Rasa / Dialogflow
- Primary DB: PostgreSQL (structured data)
- Document Store: MongoDB (logs, analytics)
- Cache: Redis
- Media Storage: AWS S3 / Google Cloud Storage
- Search: Elasticsearch (for complaint search)
- Cloud Platform: AWS / GCP / Azure
- Containerization: Docker
- Orchestration: Kubernetes
- CI/CD: GitHub Actions / Jenkins
- Monitoring: Grafana, Prometheus
- SMS: Twilio / AWS SNS
- Email: SendGrid / AWS SES
- WhatsApp: WhatsApp Business API
- Social Media: Twitter API
- Voice Processing: Google Speech-to-Text / AWS Transcribe
- Faster grievance resolution
- Reduced manual workload
- Transparent complaint tracking
- Increased citizen trust
- Improved government accountability
This solution aligns perfectly with:
- Smart Governance
- Digital India initiatives
- AI-driven public service automation
- 🌐 Integration with existing government portals (CPGRAMS, local municipal apps)
- 🎥 Live video complaint submission for emergencies
- 🏙️ Smart city sensors integration (IoT)
- 📱 Progressive Web App (PWA) for offline complaint submission
- 🔗 Blockchain for immutable audit trail
- 🤝 Inter-department collaboration dashboard
- 📊 Advanced data visualization with Power BI / Tableau
- 🌍 International language support expansion
- 🚁 Drone imagery integration for verification
- 🔔 Proactive alerts to citizens about issues in their area
Team Name: Matrix
Hackathon: Digital Summit 2025 - Citizen Hack