CitizenConnect: An AI and Blockchain Powered Mobile Grievance Redressal System

Abstract

Efficient grievance redressal is a key requirement for transparent and accountable governance. Conventional grievance management systems often rely on manual routing, provide limited anonymity, suffer from delayed responses, and expose centralized data storage vulnerabilities. This paper presents CitizenConnect, an AI- and Blockchain-enabled mobile grievance redressal system developed using Flutter to ensure cross-platform compatibility. The system allows citizens to submit grievances with multimedia evidence and monitor complaint status in real time. A Python Flask backend integrates Natural Language Processing models for automated complaint classification, prioritization, and intelligent routing to appropriate authorities. Blockchain technology is employed to securely store complaint metadata, ensuring immutability while preserving user anonymity. Experimental evaluation indicates improved processing efficiency, reduced response time, and increased user trust compared to traditional grievance portals. The proposed system enhances citizen–government interaction through secure, intelligent, and real-time grievance management.