Feedback & Grievance ManagementPurpose
1.2 Capture structured and unstructured responses via SMS, email, IVR, web forms, WhatsApp, mobile apps, or in-center kiosks.
1.3 Integrate with government CRM, analytics, or grievance redressal systems for real-time reporting and escalation.
1.4 Automate notification and reminders to maximize response rates.
1.5 Secure handling and anonymization of feedback data for compliance and transparent audits.
Trigger Conditions
2.2 End of biometric update, Aadhaar enrollment, or data correction at center.
2.3 New record in post-service feedback database.
2.4 Customer contact data capture post-transaction.
2.5 Staff logs service closure in the operations dashboard.
Platform Variants
3.1 Twilio SMS
• Feature/Setting: Configure Programmable Messaging API to send personalized feedback SMS; set up webhook for inbound responses.
• Sample: POST /Messages with citizen phone and feedback template; GET /Messages/{SID} for replies.
3.2 SendGrid
• Feature/Setting: Use Transactional Email API for feedback requests and automations; track open/click rates.
• Sample: POST /mail/send with feedback link; GET /messages/stats for engagement.
3.3 Google Forms
• Feature/Setting: Auto-send form links using Apps Script upon service update; use onFormSubmit trigger for response capture.
• Sample: Script to send email on sheet row addition; trigger: onFormSubmit(e).
3.4 Microsoft Power Automate
• Feature/Setting: Automate sending Teams or Outlook questionnaires post-ticket closure; collect responses in SharePoint or Forms.
• Sample: Flow triggers on new Dynamics 365 record, sends Form link.
3.5 Zoho CRM
• Feature/Setting: Workflow to trigger feedback email/SMS on Lead/Contact status change; collect replies in Notes.
• Sample: Automation: On Field Update → Send Mail, Create Note.
3.6 Zendesk
• Feature/Setting: Use Triggers/Automations to email satisfaction surveys when ticket marked 'Solved.'
• Sample: Trigger: Ticket Status=solved → Email survey via API.
3.7 Freshdesk
• Feature/Setting: Dispatch CSAT survey via Automation Rules post-ticket resolution; aggregate feedback in Reports.
• Sample: Rule: On ticket resolved → Send survey to requester.
3.8 SurveyMonkey
• Feature/Setting: Email surveys via API upon entry in service log; use Collectors for channel tracking.
• Sample: POST /surveys/{id}/collectors for link; aggregate via /responses.
3.9 Typeform
• Feature/Setting: Auto-generate feedback forms sent via API; use webhook for submission tracking.
• Sample: POST /forms with citizen details; receive results via webhook.
3.10 WhatsApp Business API
• Feature/Setting: Trigger feedback template via REST API post-service; collect responses as inbound messages.
• Sample: POST /messages to citizen’s WhatsApp; GET messages for responses.
3.11 Facebook Messenger
• Feature/Setting: Send feedback request using Send API after interaction logged as ‘completed.’
• Sample: POST /me/messages with payload.
3.12 Amazon Connect
• Feature/Setting: Set Contact Flow to route post-call citizens to IVR feedback capture or SMS survey.
• Sample: Block triggers on call completion tags.
3.13 IVR (Exotel)
• Feature/Setting: Configure Outbound IVR campaign auto-dial post-service; DTMF-based survey responses.
• Sample: POST /calls/connect for auto-survey.
3.14 Salesforce Service Cloud
• Feature/Setting: Set Process Builder to trigger survey Workflow Rule after 'Case Closed.'
• Sample: Trigger: On Case Status 'Closed' → Send Survey Email.
3.15 Mailchimp
• Feature/Setting: Use Automations to send feedback campaigns; integrate survey links.
• Sample: Triggered Email Automation with feedback block.
3.16 Airtable
• Feature/Setting: Automate email sends via Script block/App on new record in ‘Service Logs’ table.
• Sample: Script runs: If completed, send form link.
3.17 HubSpot
• Feature/Setting: Workflow action fires on ‘deal closed’ property to send feedback form and track engagement.
• Sample: On Contact Workflow → Send Feedback Survey.
3.18 Google Chatbot
• Feature/Setting: Auto-send feedback prompt using Apps Script when row is added to Sheet or CRM.
• Sample: Bot posts in chat on data append.
3.19 Slack
• Feature/Setting: Webhook posts feedback form link in citizen/staff channel after process completed.
• Sample: POST /api/chat.postMessage on resolution.
3.20 JotForm
• Feature/Setting: Populate and auto-email personalized survey upon webhook from transaction log.
• Sample: API POST /form/{id}/submissions to trigger notifications.
3.21 Qualtrics
• Feature/Setting: Configure 'Transactional Email' distribution on new record via API; collect feedback in dashboard.
• Sample: API POST /distributions with contact details.
3.22 Intercom
• Feature/Setting: Send post-conversation survey via APIs after conversation marked as resolved.
• Sample: Conversation admin.close event triggers survey send.
3.23 SurveySparrow
• Feature/Setting: Trigger feedback survey on API call upon service process log; gather analytics via dashboard.
• Sample: API POST /v3/surveys/{id}/share/email.
Benefits
4.2 Allows for unbiased, real-time collection of citizen sentiments.
4.3 Enables early detection of service gaps and operator issues.
4.4 Ensures compliance with digital records and auditability.
4.5 Integrates seamlessly with reporting, escalation, and grievance workflows.
4.6 Reduces manual follow-up burden on center staff.
4.7 Boosts transparency and public trust in center operations.