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@article{199415,
        author = {Dr. Mahmood Ali Mirza and D. Chandu and K. Dinesh and K. Nagendra Manikanta and A. Sri Manikanta},
        title = {CivikTrack: A Smart Complaint Management and Escalation System for Public Grievance Redressal},
        journal = {International Journal of Innovative Research in Technology},
        year = {2026},
        volume = {12},
        number = {11},
        pages = {12869-12877},
        issn = {2349-6002},
        url = {https://ijirt.org/article?manuscript=199415},
        abstract = {The skill in dispatching legal wrongs raised by the people promptly is a vital element of a transparent, accountable and citizen-focused government. Most current systems are however characterized by sluggishness in reactions, inability to provide real time monitoring, insufficient transparency, the absence of horizontal coordination among the various levels of government and poor citizen participation. This article will showcase a digital platform, CivikTrack, a smart and multi-layered complaint management and escalation system, that I developed to assist the government agencies in managing grievances in a better way. The system is built with the MERN stack: MongoDB, express, react and node etc., to provide an easy to use and scalable interface to both the residents and the authorities. Routing and managing complaints is easy with the hierarchical nature of the CivikTrack workflow that is organized based on the administrative levels (i.e., village, mandal, and district). An additional beneficial aspect of the platform is the automatic escalation engine; it holds the platform accountable and informs the authorities on higher tiers about unresolved complaints within a specific time limit and thus prevents stacking and neglect. Moreover, the system also has a community-based voting process enabling people to endorse the ideas that will positively impact more inhabitants and improve participatory politics. Other features are the possibility of providing multimedia evidence, tracking progress in real-time, as well as the implementation of the role-based access control. Different administrative roles can have custom dashboards that enhance greater visibility and operation. Someone without technical training can easily browse and use CivikTrack.Through the combination of automation, systematic governance processes, and active participation of citizens, the proposed solution will help make the efficiency of complaint resolutions much higher, enhance administrative responsibility, decrease the time of response, and increase people's confidence in the digital ecosystems of governance. Moreover, the data-driven nature of the system allows the authorities to address the trends of grievances and make informed policy decisions to change the situation in the long term. Altogether, CivikTrack is a scaled design of smart governance, and it can be implemented in various regions of administration and the sphere of the public service.},
        keywords = {E-Governance; Public Grievance Redressal; Complaint Management System; MERN Stack; Role-Based Access Control; Automated Escalation System; Citizen Engagement; Digital Governance.},
        month = {April},
        }