A centralized, secure, and role-driven digital platform for managing public grievances at the district administration level.
- Overview
- Problem Statement & Solution
- User Roles & Privilege Hierarchy
- System Architecture
- Database Design
- Technology Stack
- Detailed Workflow
- Security Mechanisms
- Key Features
- Installation & Setup
- Environment & Configuration
- Warnings & Security Notes
- Future Enhancements
- Conclusion
The Grievance Management System (GMS) is a web-based administrative platform designed to digitally manage public grievances submitted to district administrations.
The system ensures that every grievance is:
- 📌 Traceable
- ⏱️ Time-bound
- 📋 Audit-ready
By enforcing clearly defined administrative roles and workflows, GMS improves transparency, accountability, and resolution efficiency.
- Fragmented grievance submissions across multiple channels
- Manual tracking leading to delays in resolution
- Lack of accountability and administrative visibility
- No structured deadline enforcement
- Poor auditability of grievance handling
- Centralized grievance intake and tracking
- Role-Based Access Control (RBAC)
- Priority-based automatic deadline calculation
- Enforced accountability through system controls
- Complete audit trail for administrative review
The system follows a strict Role-Based Access Control (RBAC) model.
- System Administrator
- District Collector
- District Officer
- Head of Department (HOD)
- Department Officers
- Public Users
- Petition Entry Users
| Role | Privileges |
|---|---|
| System Administrator | Full system access, configuration, and maintenance |
| District Collector | District-wide control, priority override, monitoring, administrative orders |
| District Officer | District-level oversight (excluding sensitive operations) |
| Head of Department (HOD) | Department control, officer assignment, performance monitoring |
| Department Officers | Grievance execution, updates, inter-department requests |
| Public Users | Grievance submission, document upload, status tracking |
| Petition Entry Users | Digitization and entry of physical petitions |
🔐 Sensitive operations require OTP and password verification.
- Frontend handles user interaction and dashboards
- Backend (Django MVT) manages business logic and workflows
- Database (MySQL) ensures normalized, consistent data storage
- External APIs enable multi-channel grievance intake
The system uses a normalized relational database implemented with MySQL.
UserPublicUserProfileDistrictDepartmentCollectorProfileDistrictOfficerProfileOfficerProfileIDTrackersGrievance
GrievanceAssignmentGrievanceFlowFlowStageGrievanceStatusLogGrievanceTransfer
⚡ Indexes are applied on status, priority, and due dates for optimized performance.
- HTML
- CSS
- JavaScript
- Django (Python) — MVT Architecture
- MySQL
- Facebook Graph API
- WhatsApp API
- Submission via Web Portal, WhatsApp, Facebook, or Office Entry
- Unique grievance ID auto-generated
- Automatic district and department mapping
- Automatic priority assignment
- Due date calculated based on priority
- Priority modification allowed for District Collector
- HOD assigns grievance to department officers
- Assignment logged with timestamps
-
Officers update grievance status periodically
-
Updates visible to:
- Higher authorities
- Concerned departments
- Public users
- Officer initiates transfer request
- HOD approval required
- Complete transfer history maintained
- Automated reminders before due date
- Mandatory justification for overdue grievances
- Grievances marked as Resolved or Rejected
- Full lifecycle retained for audit purposes
- Secure authentication and session management
- Role-based access enforcement
- OTP-based authorization for sensitive actions
- Dual authorization during Collector–District Officer handover
- Audit logging for all critical operations
- Multi-channel grievance intake
- Role-specific dashboards
- Priority-based deadline management
- SMS and email acknowledgements
- Grievance tracking using unique ID
- Filtered and exportable reports (PDF / Excel)
- Administrative order management
# Clone the repository
git clone https://github.com/jeevanjj004/Grivevance_MA.git
# Navigate to project directory
cd Grivevance_MA
# Create virtual environment
python -m venv venv
# Activate virtual environment
# Windows
venv\Scripts\activate
# Linux / macOS
source venv/bin/activate
# Install dependencies
pip install -r requirements.txt
# Database migrations
python manage.py makemigrations
python manage.py migrate
# Run development server
python manage.py runserver🔗 Access the application at:
http://127.0.0.1:8000/
Create a .env file in the project root:
SECRET_KEY=your_django_secret_key
DEBUG=True
DB_NAME=your_database
DB_USER=your_user
DB_PASSWORD=your_password
DB_HOST=localhost
DB_PORT=3306
FACEBOOK_API_KEY=xxxx
WHATSAPP_API_KEY=xxxx
- Never expose Facebook or WhatsApp API keys in the repository
- Store credentials securely using
.envfiles or environment variables
- Missing or invalid API credentials may cause runtime failures
- Never commit real user data or credentials
- Mobile application integration
- AI-based grievance categorization
- Advanced analytics & dashboards
- Multilingual support
- State-level aggregation and monitoring
The Grievance Management System (GMS) provides a structured, secure, and accountable digital framework for grievance redressal.
Its robust architecture, enforced workflows, and audit-ready design make it suitable for:
- ✔ Long-term deployment
- ✔ Future scalability
- ✔ Sustained administrative adoption
📌 Developed for transparent, efficient, and accountable governance.