This study addresses the need for efficient, transparent, and citizen centric grievance handling in modern e governance. Existing manual and semi digital systems often suffer from delays, lack of real time tracking, missing evidence support, and limited accountability. A review of current literature reveals gaps such as absence of unified platforms, inadequate automation, and minimal analytical insights for administrators. The objective of this study is to design and implement a web-based Grievance Redressal System that automates complaint submission, categorization, monitoring, and resolution. The system is developed using HTML, CSS, JavaScript, ReactJs, and MySQL, following a secure three tier architecture. Experimental evaluation shows a 40% reduction in resolution time, a 1.2 second average response time, and an 87% user satisfaction rate. Findings confirm that automated tracking, structured workflows, and digital records significantly improve transparency, accountability, and administrative efficiency. The system has strong implications for smart city governance, enabling data driven decision making, public trust building, and scalable digital transformation.
Kotwal et al. (Fri,) studied this question.