GramSeva: An Integrated Citizen Complaint and Panchayat Decision-Support Platform

Author

Ruchitha Raju, S S Rohan Kumar, Shrigouri Patil, Sanith K M,Srijan Roy

Abstract

 Local governance depends not only on the ability of residents to report public-service issues, but also on the ability of local officials to review, prioritize, assign, and follow up on those reports. This paper presents GramSeva, a web-based prototype that connects a citizen-facing complaint portal with a Panchayat-facing management dashboard. The citizen interface supports complaint entry through structured fields, category selection, priority cues, optional photo input, voice-assisted text processing, language selection, complaint tracking, and community voting. The administrative dashboard brings complaint queues, status changes, worker assignment, visit marking, resolution actions, ward-level visualization, activity history, broadcasts, report export, and AI-assisted recommendations into one workspace. The two interfaces are designed around a shared complaint lifecycle so that public submissions can be handled through a more visible and organized workflow. The current implementation is evaluated descriptively through its interface and client-side functionality, rather than through a field deployment or controlled user study. Therefore, claims about faster resolution, improved trust, or increased participation remain hypotheses for future evaluation. GramSeva offers a practical prototype for exploring how accessible reporting and administrative oversight can be combined at the Panchayat level.

Keywords

e-Governance, Panchayat, Citizen Grievance Redressal, Digital Participation, Complaint Management, Local Government Dashboard, Accessibility.

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References

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