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Integrated Grievance Management System

Grievance management forms the cornerstone of citizen centric administration. The grievance redressal mechanism of an organization is its instrument to measure efficiency and effectiveness as it provides important feedback on the working of that organization. The Government of India has established an internet-based Centralized Public Grievances Redress and Monitoring System (CPGRAMS) to facilitate all citizens to lodge grievances for redressal. With an objective of 'One Nation, One Portal' , integration of CPGRAMS with state grievance portals would play an important role in redressal of grievances,enabling citizen quick lodge , tracking and redressal at one single platform.

Omnichannel grievance management system serves as a befitting integrated platform to get connected to the citizens for mapping, responding and redressing their grievances. The use of the all-encompassing omnichannel platform is seeing an upward trend. Grievances streaming from multiple channels like letters, e-mails, SMS, IVRS, website, chatbots, etc are integrated into one platform, for the convenience of the citizen ensuring last mile connection with prompt response and redressal.To know more about how the system functions you can go through the brochure.

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