Digital grievance redressal for MLA offices
How an MLA office can move from paper registers to a tracked, accountable grievance process.
Why paper fails
Registers cannot show which request is overdue, who owns it or what the citizen was told. When staff change, history is lost.
What a digital process needs
One queue for every channel, a ward and category for each request, an owner, a service level and a record of each update sent to the citizen.
Measure what matters
Track resolution time and pending requests by ward. Publish outcomes honestly instead of counts of applications received.