Automated capture of grievances/incidents

Purpose

1.1. Enable real-time, automated collection and recording of grievances or incident reports submitted by community members, staff, or authorities at Anganwadi centers.
1.2. Streamline intake, categorize, and prioritize complaints or incidents concerning child welfare, nutrition, hygiene, staffing, and abuse or neglect.
1.3. Facilitate immediate notifications to responsible parties and creation of incident logs; ensure compliance with state/central regulations for grievance redressal mechanisms.
1.4. Enhance audit trails, ensure data integrity, and reduce manual intervention in case management workflows.

Trigger Conditions

2.1. New incident submission on web/mobile form (e.g., parent or Anganwadi worker reporting).
2.2. SMS/WhatsApp message to a dedicated grievance number.
2.3. Email received on a specific incident reporting address.
2.4. Voice call or IVR submission captured and transcribed.
2.5. Social media direct message to official community pages.
2.6. Entry scanned in physical register and OCR processed.

Platform Variants

3.1. Google Forms
• Trigger: OnSubmit event; Configure trigger to capture responses and route to spreadsheet.
3.2. Microsoft Power Automate
• Connector: Microsoft Forms; Automate response collection and routing via flows.
3.3. Jotform
• Integration: Webhooks; Send form submissions to a webhook endpoint instantly.
3.4. Typeform
• API: Responses Webhook; Auto-push incident entries to processing pipeline.
3.5. Twilio SMS
• Feature: Incoming Message Webhook; Capture SMS with text parsing for keywords.
3.6. WhatsApp Business API
• Event: Message Received; Extract structured incident data from received chats.
3.7. Freshdesk
• API: Ticket Creation; Create tickets when grievances are submitted via email/portal.
3.8. Zendesk
• API: Create Request; Automatically log incident as new ticket via email, web, or phone channel.
3.9. Salesforce Service Cloud
• Process Builder: New Case Trigger; Create and route cases with category/tag.
3.10. Tidio
• Event: New Chat Message; Capture user chat and push to cloud endpoint or database.
3.11. SendGrid
• Inbound Parse Webhook; Route all incident-related inbound emails to a handler service.
3.12. Outlook 365
• Rule: Forward emails containing keywords to detection workflows.
3.13. Slack
• Incoming Webhook: Automatically collect direct or channel-based reports to database/log.
3.14. Facebook Messenger
• Messenger Webhook Event: Receive and log incident DMs to a processing system.
3.15. Telegram Bots
• Command/Message Handler: Log commands or free-text grievances from users to database.
3.16. Aircall
• Call Event Webhook: Capture inbound calls, record/transcribe, route to incident logs.
3.17. Zapier
• Trigger App: Grievance form, SMS, or email receipt initiates workflow to log incident.
3.18. SurveyMonkey
• Collector: Webhook Response; Push survey-based incident details to external system.
3.19. Monday.com
• Integration: New Item Automation; Log incidents submitted via board item forms.
3.20. Zoho Desk
• API: New Ticket Creation; Use API endpoints to post new grievances/incidents for tracking.
3.21. Docparser
• Automation Rule: Parse uploaded/emailed grievance documents and extract data points.
3.22. AWS Lambda
• S3 Trigger/HTTP Event: Automate grievance capture via file upload, email, or HTTP API.

Benefits

4.1. Ensures rapid and accurate logging of incidents, reducing reporting errors.
4.2. Provides multichannel intake flexibility for community and staff participation.
4.3. Automates task assignment, progress tracking, and escalation handling.
4.4. Maintains a comprehensive, auditable incident log for regulatory and quality assurance needs.
4.5. Facilitates enhanced analytical reporting and identification of recurring issues.
4.6. Reduces manual data entry workload for Anganwadi staff, improving program efficiency.