A STUDY ON THE ROLE OF TECHNOLOGY IN ENHANCING THE PUBLIC GRIEVANCE REDRESSAL SYSTEM IN ANDHRA PRADESH

Abstract

Abstract: This study explores the rapidly evolving technological landscape within public grievance redressal mechanisms and its impact on governance outcomes in Andhra Pradesh State. Technological advancements have significantly transformed public administration in India by improving accessibility, reducing delays, and enhancing transparency across multiple service delivery platforms. Andhra Pradesh, in particular, stands out as a leading state in adopting innovative digital solutions to streamline the grievance redressal process through integrated platforms such as Public Grievance Redressal System, Meekosam, the Real-Time Governance Society (RTGS) Command Control Centre, and the Chief Minister’s Dashboard. By examining these platforms, this study evaluates how technological innovations have influenced grievance resolution timelines, monitoring systems, citizen satisfaction, departmental accountability, and overall administrative efficiency. In the course of leveraging a combination of primary data from 500 respondents across five districts and secondary analytics sourced from government dashboards between 2019 and 2024, the study provides both empirical and system-level insights into the performance of the Public Grievance Redressal System (PGRS) in Andhra Pradesh. All the findings reveal that the integration of digital tools—such as automated grievance routing, real-time dashboards, SMS alerts, geo-tagged field verification, and performance-tracking indicators—has substantially strengthened grievance management processes. Technology has reduced average disposal time, improved transparency in case handling facilitated data-driven decision-making, and enhanced accountability among officials at multiple administrative levels. The ability to track grievances online and receive timely updates has also increased citizen satisfaction and trust in government systems. In spite of these advancements, the study identifies several persistent challenges. Rural citizens face digital access barriers, including limited internet connectivity and inadequate digital literacy. Backend workflow coordination between departments remains inconsistent, leading to delays in updating case status. Data entry errors, misclassification of grievances, and gaps in field-level reporting also pose operational constraints. These challenges highlight the need for continuous capacity building, technological refinement, and inclusive digital interventions. In conclusion, this study underscores that while Andhra Pradesh State’s Public Grievance Redressal System has made significant progress through technology integration, sustained efforts are required to address existing limitations. Strengthening digital infrastructure, improving interoperability between departments, deploying AI-based features for grievance categorization, and enhancing citizen outreach can help create a more responsive, inclusive, efficient, and citizen-centric grievance redressal ecosystem for the state.