Workflow to prioritize and resolve grievances

Purpose

1.1. Automate intake, categorization, prioritization, routing, and resolution of grievances and feedback for Aadhaar centers to ensure prompt, traceable, and efficient handling.
1.2. Integrate multiple intake points (web, SMS, voice, email, social, walk-in) into unified workflow with auto-escalation, SLA tracking, and analytics for government compliance and public confidence.
1.3. Audit trail and reporting enable real-time insights and process transparency for stakeholders, enforcing accountability and faster redressal cycles for identity registration grievances.

Trigger Conditions

2.1. New grievance submitted through web portal, email, SMS, phone, chatbot, or social media.
2.2. Feedback marked “urgent” or assigned predefined keywords/severity by citizen or staff.
2.3. SLA breach detected for pending or unresolved grievances.
2.4. Manual trigger initiated by Aadhaar center staff or supervisor via dashboard.

Platform Variants

3.1. Twilio SMS
 • Feature/Setting: Inbound webhook for SMS receive; map inbound number to grievance workflow trigger.
3.2. SendGrid
 • Feature/Setting: Parse incoming email API; auto-forward Aadhaar center emails to parsing endpoint.
3.3. Zendesk
 • Feature/Setting: Ticket creation API; auto-categorize and set priority based on subject/body analysis.
3.4. ServiceNow
 • Feature/Setting: Incident Management API; configure business rules to escalate government records.
3.5. Microsoft Power Automate
 • Feature/Setting: Use prebuilt connectors for email, SharePoint, and Teams for intake and notifications.
3.6. Google Dialogflow
 • Feature/Setting: Handle chatbot submissions; route intents to grievance handling automation.
3.7. Freshdesk
 • Feature/Setting: Use Freshdesk Automations to auto-assign tickets to Aadhaar grievance teams.
3.8. Salesforce Service Cloud
 • Feature/Setting: Case Escalation Rules API; auto-route based on issue urgency or citizen location.
3.9. Zoho Desk
 • Feature/Setting: Blueprint automation for multi-stage grievance workflows; triggers on new ticket.
3.10. Jira Service Management
 • Feature/Setting: Create issues via REST API, auto-set issue type as "Government Grievance".
3.11. Slack
 • Feature/Setting: Incoming webhook; send real-time alerts to dedicated Aadhaar grievance channels.
3.12. Microsoft Teams
 • Feature/Setting: Adaptive Card message API to alert and gather quick feedback or escalations.
3.13. WhatsApp Business API
 • Feature/Setting: Receive new messages/webhooks; forward structured grievances to workflow entry point.
3.14. IBM Watson Assistant
 • Feature/Setting: Analyze citizen chat interactions and trigger API calls on grievance detection.
3.15. Google Sheets
 • Feature/Setting: Use Apps Script triggers to log and prioritize new grievance entries from forms.
3.16. Trello
 • Feature/Setting: Automation (Butler) to create cards from sources, assign members/tags for priority.
3.17. Telegram Bot API
 • Feature/Setting: New message webhook; parse complaint and send details to workflow.
3.18. AirTable
 • Feature/Setting: New form submission automation; custom scripts escalate “critical” grievances.
3.19. HubSpot Service Hub
 • Feature/Setting: Create tickets via API; auto-assign SLA alerts and customer history tracking.
3.20. DocuSign
 • Feature/Setting: Event notifications for signed feedback forms; auto-alter grievance workflow status.

Benefits

4.1. Minimizes manual tracking and misrouting of feedback/grievances.
4.2. Accelerates response times and ensures SLA adherence.
4.3. Centralizes data, providing transparency and actionable analytics.
4.4. Supports multi-channel access to government redressal and records full audit trail.
4.5. Enhances public trust with standardized, accountable resolution processes.