JANVAANI
Problem
Complex Grievance Redressal
When you have a problem to report to the government, it should be easy. But often it's not.
Hard to understand and use
Slow to respond
Confusing about who handles your issue
Frustrating for both citizens and staff
Why Grievence Redressal Matters?
It Builds Public Trust
When people can easily report issues and receive timely help, they gain confidence in the system. This is especially important in areas like:
Schools
Farming
Healthcare
Social Services
Our Solution
JanVaani is a simple tool that makes complaint systems work better. It connects to existing systems and helps:
Make it easier to submit problems
Provide clearer updates
Get your issues to the right department faster
Solve problems more quickly
Who can use it?
Government offices, community groups, and organizations can all use JanVaani. It's free to use and designed to help everyone—no matter who you are or what device you have.
Our Goal
Help you get better, faster responses when you need support from your government.
How it works
Our solution is a multilingual, AI-powered layer that integrates with any Public Grievance Redressal System (PGRS) to enhance accessibility, efficiency, and responsiveness.
Multilingual Interface
Supports voice and text input in multiple Indic languages
Intelligent Routing
Automatically classifies and directs grievances to appropriate departments
Smart Prioritization
Analyzes urgency and issue type to determine resolution sequence
Information Access
Summarizes relevant schemes and requirements in user-friendly language
Technical Implementation
Automatic Speech Recognition (ASR) for voice-to-text conversion
Indic Language Machine Translation for cross-language functionality
AI Classification Models for intelligent routing and prioritization
Redesigned UI/UX optimized for inclusivity and intuitive navigation
Problem Resolution
This digital public good addresses key pain points in existing systems. Designed as a modular solution, this system can be integrated into existing government infrastructure with minimal disruption.
Simplifies complex submission process
Reduces resolution delays through automation
Eliminates inefficient manual routing
Improves overall UX for citizens & administrators
Benefits for Everyone
Primary End Users
General Public Citizens
Other System Users
Government departments and authorities
E-Governance Departments
Directorate of Governance Reform (DGR)
Call center staff
Nodal officers
Policymakers
Potential Use Cases
Business Customer Support
Organizations handling high volumes of customer interactions can implement our AI system to automate initial response generation and direct issues to appropriate departments based on content analysis. The technology analyzes sentiment to identify and prioritize urgent cases, ultimately reducing resolution time while improving customer satisfaction across all touchpoints.
Enterprise IT Help Desks
IT support teams can leverage this technology to automatically classify and route support tickets while providing immediate solutions for common technical issues. The system intelligently escalates complex problems to specialized technicians and tracks resolution patterns to continuously improve system performance and efficiency.
Healthcare Feedback Management
Medical facilities can enhance patient experience by categorizing feedback across multiple channels and identifying recurring quality-of-care issues through pattern recognition. The solution prioritizes urgent patient concerns requiring immediate attention while generating actionable insights from aggregate feedback data to drive systemic improvements.
E-commerce Issue Resolution
Online retail platforms can streamline customer service by automating responses to common order and delivery inquiries and directing product quality concerns to relevant vendor teams. The AI provides real-time status updates through conversational interfaces and analyzes issue patterns to improve marketplace operations and vendor management.
Internal Employee Support Systems
Organizations can improve internal processes by managing HR inquiries and employee grievances through a unified system that ensures consistent application of company policies. The platform prioritizes sensitive personnel matters for human review while creating transparent resolution workflows with appropriate privacy controls and accountability mechanisms.
Who can use it ?
Government
Saves time, reduces backlog, and improves service delivery with smart automation
Tech Ecosystem
Easier integration with public systems for building scalable, AI-powered solutions
Bigger Picture
When grievance systems are effective, government services become more responsive and people-centered. By improving how complaints are received, routed, and resolved, we help make public systems more efficient, accountable, and efficient for everyone.
For Citizens
Faster responses, better services, and greater clarity on issue status
For Administrators
More visibility into system gaps and better insights for decision-making
Performance Indicators
Better Service Delivery, Better Outcomes
Improved Response Times
Complaints reach appropriate departments immediately with significantly reduced resolution timeframes
Resource Efficiency
Complaints reach appropriate departments immediately with significantly reduced resolution timeframes
from the Noun Project
Enhanced Accuracy
First-time routing to correct departments exceeds 90% accuracy, eliminating frustrating transfers
Inclusive Access
Support for multiple regional languages across all literacy levels and device types
Data Informed Governance
Identify recurring issues and track performance metrics to enable preventative policy adjustments
Better Outcomes
A ready-to-deploy solution delivering immediate value with minimal customization requirements
As a ready-to-deploy digital public good, this solution delivers immediate value with minimal customization requirements, benefiting both citizens and government agencies.
Product Demo & Visuals
Live userjourney can be viewed through the link below:
https://connect.punjab.gov.in/panel/grievance/add
Technical Architecture
Created by Prijun Koirala
from Noun Project
AI Models
Text Classification Model
Pretrained Sentence Transformer model for routing grievances
ASR (Speech to Text) Model
Conformer models trained by AI4Bharat (Indic Model)
Translation Model
Multi-language translators trained by AI4Bharat
Created by Vectplus
from the Noun Project
Data Pipelines
PGRS Dataset
Classification model built using the PGRS Grievance Dataset
Document Processing
Extracts grievance texts, categories, department details, and requirements
Trained and validated on open-source and internal grievance-specific datasets
Created by fajar hasyim
from the Noun Project
Grievance Submission
For citizens to submit and track grievances online
Citizen Interface
Android/iOS app for easy interaction
Created by sureya
from the Noun Project
Whatsapp Integration
Interactive messaging interface for grievances
Technical Foundation
PGRS Platform
Classification model built using the PGRS Grievance Dataset
Data Sources
Extracts grievance texts, categories, department details, and requirements
Open Source Project/ Tools
Google FLEURS Dataset for ASR
AI4Bharat models for ASR and translation
Sentence transformer for classification
How to Use
Pre-requisties
(Languages, libraries, system requirements)
System Requirements
OS: Linux/macOS/Windows
Python 3.8+
Node.js 16+ (for UI components)
Docker
PostgreSQL or MongoDB (configurable)
Redis (for background task queuing)
Libraries & Frameworks:
Backend: FastAPI or Flask, SQLAlchemy, Celery
ASR & Translation: vosk, indic-trans, or IndicNLP libraries
APIs: RESTful, Swagger/OpenAPI docs enabled
HuggingFace Transformers, spaCy, PyTorch or TensorFlow, scikit-learn
Frontend: React.js, Tailwind CSS
CI/CD: GitHub Actions, Docker Compose (optional)
Usage Guide
Follow these steps to use the system
UI (Admin / Frontline Interface)
Log in as CRC/BRC/BEO/DEO
Upload grievance via voice or text
Review assigned tickets and resolution SLAs
View dashboards by issue type, location, department
Citizen Interface
Submit grievance via chatbot (text/speech)
Track ticket status and receive resolution updates
Access scheme summaries via voice or text
Contribution Guidelines
We welcome contributions! Please read our contribution guidelines before submitting PRs
How to Contribute
Fork this repository
Create a feature branch (git checkout -b feature-xyz)
Make your changes and test thoroughly
Submit a pull request with clear documentation
Use Issues tab to report bugs or request new features
Areas You Can Contribute To
Adding more Indic language support
Improving grievance classification accuracy
Enhancing user interface accessibility
Creating integrations with government MIS platforms
Designing better dashboards for policy analysis
Inner-Source Info
This project is licensed under the Apache License 2.0, a permissive inner-source license that allows commercial use, modification, distribution, and private use. It requires preserving copyright and license notices, grants contributors’ patent rights, and permits redistribution under different terms without mandating source code disclosure.
Contributors
Team or Contributors
Abhinav Aggarwal
Senior Product Analyst
Alugubelli Dinesh Reddy
Machine Learning Analyst
Anmol Ojha
Associate ML Scientist - II
Chandan Agrawal
Associate ML Scientist - II
Shreya Thakur
Group Product Manager
Contact Persons
Shreya Thakur
Group Product Manager
Email ID:
community.kiran@wadhwaniai.org
Wadhwani AI @ 2025. All rights reserved.
