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PoliticalStrategy Warfare

Grievance Digitisation

Every petition tracked, answered and closed — with a record.

A digital grievance system for representative offices: intake across channels, routing, escalation, resolution tracking and citizen feedback.

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Short answer

What is Grievance Digitisation?

A digital grievance system for representative offices: intake across channels, routing, escalation, resolution tracking and citizen feedback.

The Challenge

What usually goes wrong

Grievance handling in most offices runs on registers and memory. Petitions are lost, follow-up depends on who shouts loudest, and the office cannot say how many of the thousands of requests it received were ever resolved.

Our Approach

How we run it

  1. 01

    Multi-channel intake

    Walk-in, phone, WhatsApp and web intake all captured into one system with a unique reference issued to the citizen.

  2. 02

    Categorisation and routing

    Grievances classified by department and urgency, then routed to the correct desk automatically.

  3. 03

    Escalation rules

    Time-bound escalation so nothing sits unattended past a defined threshold.

  4. 04

    Resolution and feedback

    Closure requires evidence and a confirmation call to the citizen who raised it.

  5. 05

    Pattern analysis

    Aggregate data reveals systemic problems, which turns individual complaints into policy priorities.

Deliverables

  • Grievance management platform setup
  • Multi-channel intake configuration
  • Routing and escalation rules
  • Office staff training
  • Monthly analytics and pattern report

Tools & Data Sources

  • Grievance management platform
  • WhatsApp intake integration
  • SMS acknowledgement
  • Analytics reporting

Engagement Timeline

What happens, and when

  1. Week 1–3

    Requirements and configuration

  2. Week 4

    Staff training

  3. Week 5–8

    Pilot operation

  4. Week 9

    Full rollout

    Handover and review

In Practice

Where this was deployed

Anti-Incumbency Defence Programme

Nothing was recorded. Work was being done and forgotten, grievances were handled by memory, and there was no evidence base for the re-election argument.

Read the full case study

FAQ

Questions we are asked

On infrastructure controlled by the representative’s office, within India. We build and configure the system; the office is the data fiduciary and retains control.

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