AI for Grievance Redressal in Public Governance
Public governance bodies receive thousands of citizen grievances every day related to civic infrastructure, sanitation, public safety, utilities, healthcare, education, and administrative delays.
These complaints are usually unstructured (free-text), manually reviewed, and slowly routed, leading to delayed resolution, backlog, lack of accountability, and citizen dissatisfaction.
There is a strong need for an AI-driven system that can automatically understand, prioritise, and route grievances to enable faster and more transparent governance.
AI-Powered Grievance Redressal System
InnovateX
https://gfgbq-team-innovatex-2-ysrtvsnudrt322axfpbsyq.streamlit.app
(To be updated)
The AI-Powered Grievance Redressal System is a web-based application designed to help public governance authorities manage citizen complaints efficiently.
The system uses Natural Language Processing (NLP) and sentiment analysis to analyse unstructured grievances, assign explainable priority levels, and automatically route complaints to the appropriate departments.
Safety-critical complaints such as accidents or emergencies are deterministically prioritised and escalated to ensure immediate attention.
An admin dashboard provides real-time visibility into complaint volume and high-priority cases, improving decision-making and response time.
- Python
- Streamlit
- Pandas
- TextBlob (Sentiment Analysis)
- Rule-based NLP
- Automatic grievance classification using NLP
- Explainable priority scoring (Low / Medium / High)
- Sentiment analysis to detect citizen distress
- Automatic routing to relevant departments
- Safety-critical escalation for emergencies
- Real-time admin dashboard with metrics
- Deployed and accessible via web
- Clone the repository:
git clone https://github.com/ByteQuest-2025/GFGBQ-Team-innovatex-2.git
cd GFGBQ-Team-innovatex-2
- Install required dependencies:
pip install -r requirements.txt
- Run the application:
streamlit run app.py
- Enter a grievance in the complaint input box.
- Click Submit Complaint.
- The system automatically analyses the complaint and displays:
- Sentiment analysis
- Complaint category
- Priority level and score
- Assigned department
- Admins can monitor complaint statistics and high-priority cases in the sidebar dashboard.
The system reduces grievance processing time from hours to seconds by automating complaint analysis and prioritisation.
It improves transparency, ensures safety-critical issues are escalated immediately, and provides governance authorities with real-time insights through the admin dashboard.
- Multilingual grievance support
- Integration with official government grievance portals
- Machine learning-based prioritisation models
- Advanced analytics and reporting dashboards