Citizen Desk: A Web-Based Centralized Grievance Redressal System

Urban citizens regularly face several civic issues, and traditional grievance systems often struggle with inefficiency and limited transparency, and traditional grievance redressal systems often face challenges of inefficiency and lack of transparency. This paper presents the architecture and implementation of “Citizen Desk”, a modern web platform designed to streamline the entire complaint management lifecycle, true to its tagline: Report. Track. Resolve. Through a user-friendly interface, the system enables citizens to submit detailed reports on civic issues with photographic evidence. For municipal authorities, an administrative portal provides a centralized view to efficiently manage, assign, and update the status of these complaints. By creating a transparent channel, Citizen Desk aims to significantly enhance administrative efficiency and foster a collaborative approach to civic problem-solving .