Feedback Management System

Governments are tapping into multiple channels to reach out to citizens. The process of garnering citizen feedback has shifted gears from reactive to proactive. Looping in citizen feedback helps governments not just to enhance the quality of public service delivery but to craft better schemes in the future for the targeted beneficiaries. As reflected in the SDG 16. a constructive and two-way relationship with citizens can build a sustainable and just environment where institutions foster inclusive economic growth and higher standards of living for all segments of society. Mapping a resolution strategy for citizen grievances becomes a great bottleneck in the absence of a top-down approach to troubleshooting. A robust feedback system which collects and consolidates citizens' grievances and facilitates their timely resolution is the need of the hour.

CSM offers an integrated Citizen Interaction System providing a single platform for citizens' feedback about the Public services and fixes accountability on concerned officers. The robust system is enabled with Contact Centre as a Service, a cloud-based experience solution equipped with facilities like call recording, IVRS, automatic call distribution, outbound dialer and AI-chatbot. To know more about the solution and the success story of MO SARKAR, you can go through the brochure on the Feedback Management System.

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