Grievance Redressal & Feedback Portal
Build a grievance and feedback portal that routes cases correctly, speeds resolution, and closes the loop with citizens.
Years of Expertise
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The Service Accountability Challenge
Citizens expect fair, transparent, and timely responses. Agencies need structured intake, clear routing, measurable SLAs, and audit trails. We build intuitive portals that reduce drop‑offs, minimize duplicate complaints, and standardize resolution-improving satisfaction and trust.
At Vikalp Development, we design compliant, mobile‑first platforms that make it easy to lodge complaints, attach evidence, track status, and receive timely updates-while giving departments clear SLAs, workflows, and analytics.
Our Solutions for Departments, Municipalities & Agencies
Omni‑Channel Intake & Identity
Web, mobile app, kiosk, hotline IVR integration, and WhatsApp/SMS entry; SSO/eKYC, optional anonymous mode, and assisted submissions for accessibility.
Smart Categorization & Routing
Auto‑classification via category trees and NLP, geo‑tagging, ward/office mapping, duplicate detection, and assignment to the right team with priority rules.
Evidence, Documents & Case Timeline
Photo/video/audio uploads, document attachments, geotags, timestamps, case timeline with actions and notes, and tamper‑evident logs.
SLAs, Escalations & Playbooks
Configurable SLAs by category/priority, reminders, multi‑level escalations (officer -> nodal -> head), and guided resolution playbooks/checklists.
Citizen Updates, Feedback & Closure
Status tracking, push/SMS/email/WhatsApp alerts, two‑way messages, satisfaction surveys at closure, and public dashboards with anonymized metrics.
Integrations, Analytics & Governance
Departmental CRM/case systems, work‑order apps, GIS/ward data, payments if fines/fees apply, audit trails, role‑based access, and performance dashboards.
Departments, Municipalities, Agencies
Why Partner with Vikalp Development?
Effective grievance systems are about trust, speed, and transparency. We deliver portals that make filing easy, keep citizens informed, and give administrators the tools to resolve faster-reducing footfall and call volume.
Frequently Asked Questions (FAQs)
Yes. We support media uploads, geotags, case IDs, live status, and notifications via push/SMS/email/WhatsApp.
Absolutely. SLAs by category/priority with reminders, escalation ladders, and dashboards for overdue cases and bottlenecks.
We use category trees, geo‑mapping to wards/offices, and similarity checks to flag duplicates before submission.
Yes. We connect to departmental CRMs, ticketing/work‑order apps, GIS layers, identity/SSO, and messaging gateways.
We build WCAG‑aligned UIs, assisted modes, voice notes, and multilingual content with locale‑aware notifications.