International Journal For Multidisciplinary Research

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Integrated Citizen Grivence System - Nagarik Connect

Author(s) Mr. Maruthi S T, Ms. RP Nagashri Sajjan, Ms. Sinchana P, Ms. Soundarya S P, Ms. Zeenath Banu S
Country India
Abstract Effective grievance management forms the bedrock for establishing open, responsible, and responsive governance. Traditional complaint-handling mechanisms tend to be slow and unstructured. They also involve a lack of coordinated feedback exchange between citizens and the authorities, thereby causing unresolved issues and reduced civic trust. To address this challenge, ICGS is designed as an integrated digital platform. It facilitates the seamless registration, tracking, and resolution of civic complaints.The system offers a multilingual and user-friendly interface, which enables the citizens to report issues with public services such as sanitation, water supply, road maintenance, and electricity. Complaints go automatically to the corresponding department, reducing manual involvement and delaying processes. The administrators of each department are able to assign tasks to the workers, track their progress in real time, and update their status for review by the citizens. Further features include automated notification, feedback collection, resolution history, and enhancement of transparency and accountability among departments.ICGS links citizens, authorities, and field workers into one digital ecosystem for easier grievance redressal. The platform cuts down response time, ensures proper tracking of service requests, and improves service delivery by informed decision-making. The system supports smarter and more responsive urban administration by closing the communication gap and thereby encouraging participatory governance.
Keywords Integrated Citizen Grievance System, Nagarik Connect, E-Governance, Artificial Intelligence (AI), Natural Language Processing (NLP), BERT-based Classification, Automated Complaint Routing, Smart City Governance, Multilingual Support, Real-time Grievance Tracking.
Field Engineering
Published In Volume 7, Issue 6, November-December 2025
Published On 2025-12-21
DOI https://doi.org/10.36948/ijfmr.2025.v07i06.64107
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