ONLINE SOCIAL GRIEVANCE REDRESSAL USING

BLOCKCHAIN
Akash Bhimani
B.E Student,
Dept. of Computer
Engineering.
UCOE, Vasai, India
[email protected]

Drishti Goda
B.E Student,
Dept. of Computer
Engineering.
UCOE, Vasai, India
[email protected]

Divesh Koli
B.E Student,
Dept. of Computer
Engineering.
UCOE, Vasai, India
[email protected]

Kanchan Dabre
Asst.Professor,
Dept. of Computer
Engineering.
UCOE, Vasai, India
kanchan.dabre@universal.
edu.in

Abstract- Recent years we have witnessed a sudden I. INTRODUCTION

growth of online social media. Every day, government
accounts receive thousands of messages from the general
public in the form of opinions, concerns, and grievances. Modernization calls for innovative automation. It
It becomes an extremely troublesome task for the considerably reduces the number of human efforts to
concerned ministries in the government, to manually perform tasks. Environmental concerns, limited exploration
filter out the irrelevant messages and respond to the in renewable alternative energy sources makes it paramount
genuine ones. Also, along these lines, no move is made by to use energy efficiently. Energy is an important parameter
the administration services on the significant concerns or when considering the impacts of technologies on the
the complaints of the general population. In this paper, environment. With the increasing demand for roads,
we endeavour to develop an Online Social Grievance highways, smart cities, and clean cities there is a need for a
Redressal System wherein individuals can post their system that handles all these tasks. To manage these tasks,
grievances and they would be automatically segregated we require a huge team and these team is bound to make
under that similar category by utilizing learning mistakes or ignore little tasks which cause huge issues to the
algorithms. We have considered Random Forest citizens. The issues need to be solved as early as possible
Algorithm to Categorize and compare the grievances and therefore there is a need to develop such a system. The
and this outcomes to determine the most effective social grievance system is the most noticeable system that
learning algorithm. can solve such issues. These systems are meant to provide a
quick solution to citizen's problems. Conventional grievance
Keywords: Grievance, Grievance Redressal System systems use a non-transparent system through which there is
(GRS), Learning Algorithms. a need to store a huge amount of data. This system is only in
the hand of the operating committee so the data can be
deleted intentionally.
The paper proposes a transparent system in which each and
every grievance posted by the citizens is visible to all n also
can be supported by the others if they are facing the same
issue. This system reduces lots of data because there is no
need to upload a grievance if the grievance is already
posted, the citizens can simply support that grievance. This III. PROPOSED SYSTEM
support count helps the government to schedule its work
efficiently. To see citizen's opinions on the particular The user first has to sign up and register his/her account and
grievance, the government can make use of the comment then log in to his\her account. The user then has to enter
section. The status of the work can be updated by the his/her location or allow the application to automatically
government on the system. If a particular grievance is not track the user’s location. After this step, the user can upload
resolved in a certain duration then that grievance is escalated his/her complaints or grievances in the form of images and
to a higher authority. text. After the user has uploaded his/her complain he/she can
track his/her complaint’s status. The local concerned
authority responsible for the grievance redressal can log-in
using their password and id and then after the log-in they’ll
II. LITERATURE REVIEW be able to see the complaints in a sorted order based on the
support received for the grievance.

The following research articles are selected for review,

keeping in mind the traditional and conventional approaches
of grievance system:

Sanam Kazi et al. worked on smart e-grievance system. As

most of the people now are more addicted to photos and
selfies, the system proposed by us will be more relatable to
the youth. In our day to day life we face many problems,
which we think of bringing in the notice of the concerned
authorities quickly without the tedious process. In the
system proposed by us, the user can upload complains in the
form of images, videos or text. The local authorities will get Figure no.1 System Architecture
to see a sorted form of these complains. The other registered
users can also see the different problems lodged by the
people in their or the other locality [1] In the model, after the citizens upload their grievance, this
input is then forwarded for acknowledgment and tracking
Indra Thanaya et al. worked on Identifying Actionable purposes. The input is then forwarded to the relevant
Information from Social Media for Better Government- executives to take action against that complain. If the
Public Relationship. There is a need for a system that can executive is not taking any relevant action against the
automatically identify genuine information which can be complaint then that complaint is escalated to the senior
acted upon by the concerned ministry, which we refer to in executives to take some action against the complaint and
this paper as actionable information. Such actionable also the executive which assign that grievance. The citizen
information ought to be filtered from the vast amount of can check the status of the grievance anytime they want.
information directed at government accounts. The ability to After each update in status, the citizen gets the notification
detect the actionability of textual messages can help the on his/her device.
government to reach a vast global audience, reduce latency
in the addressing of concerns and improve the efficiency of
the government, thereby leading to effective governance. In
this paper, we propose a methodology to solve this under-
explored problem. We explore various machine learning
models that can learn from the past data and automatically
classify new messages as actionable and non-actionable. [2]

Razulaimi Razali et al. worked on Complaint Handling

Theoretical Framework. The purpose of this paper is to
propose a theoretical framework for the complaint handling
process. The theoretical framework focus on the information
system perspective is designed by combining reliable
attributes based on prior research analysis. [3]
 IV. RESULTS AND DISCUSSION

Following are the screenshots…..

 be used to serve multiple purposes. The system can be
V. CONCLUSION modified with the help of machine learning techniques to
avoid duplication of grievances. Also, by image processing,
The system proposed in this paper can efficiently save a the grievance can be categorized using the images uploaded
large amount of data by managing the grievance effectively. by the citizens. This system is adaptable to further additional
Usual conventional grievance data are replaced with a implementations.
transparent grievance portal to minimize the multiple
grievances of the same type. This system is completely
build using blockchain because of which the integrity of REFERENCES
data is maintained. The system is developed to minimize the
[1] Sanam Kazi, Sadiya Ansari, Mahvash Momin, Abbas
data by supporting the already posted grievance if a person
Damarwala, Smart E-Grievance System For Effective
faces the same issue. Additionally, the system provides a
Communication In Smart Cities, 2018
provision to prioritize the grievance for the government
[2] Himani Garg∗, Charu Bansal∗, Rishabh Kaushal∗, and
based on the support received to a grievance. Also, a
Indra Thanaya, Identifying Actionable Information from
comment module is added to express once opinion on the
Social Media for Better Government-Public Relationship,
grievance. This system proves to be more beneficial than the
2017
current system in a variety of aspects. This system has been
[3] Razulaimi Razali and Jafreezal Jaafar, Complaint
implemented using the latest technologies and advanced
Handling Theoretical Framework, 2012
tools. Further with multiple additions, the current system can