An AI-automated grievance redressal platform for India Post
Mindrops built a cloud platform for the Department of Posts in which AI categorises, prioritises, routes and answers every grievance. A central↔regional workflow governs every reply, SLA-tracked across web and mobile.
At a glance
Mindrops built the AI-automated grievance redressal platform for the Department of Posts (India Post), awarded via GeM in November 2025 and running on Mindrops’ LazyMonkey foundation. Its AI engine categorises, prioritises, routes and auto-responds to thousands of grievances a day from social media, NIC email and web forms; central and regional teams share one SLA-tracked record per grievance.
The challenge
Grievances reach the Department of Posts (India Post) continuously across social media, email and online forms — thousands a day, a volume that manual reading, sorting and routing could not keep up with. India Post operates the world’s largest postal network: 165,000 post offices under the Ministry of Communications.
Without automated triage, one record per grievance, an SLA clock or visible hand-offs, coordinating a first response, the regional fix and a final reply was slow and hard to track at national scale. What was missing was a single, governed thread from intake to closure.
| The problem | What it cost the operation |
|---|---|
| Grievances split across social, email and forms | No single window; complaints duplicated, lost or tracked in separate tools. |
| Manual reading, sorting and routing | Triage could not keep pace with daily volume; urgent cases buried. |
| First and final responses coordinated by hand | No single thread per citizen; inconsistent and delayed replies. |
| No SLA clock or escalation | Ageing tickets noticed late; breaches went unseen. |
| Limited trend reporting | Recurring, systemic issues stayed invisible; response stayed reactive. |
| Unanswered public social posts | Visible grievances became reputational exposure for a public institution. |
The solution
Mindrops built a cloud grievance-redressal platform on our LazyMonkey foundation and delivered it through GeM (Government e-Marketplace) in November 2025. At its centre is an AI engine that categorises, prioritises, routes and auto-responds to every grievance.
A central team governs the citizen window and the final reply; regional teams rectify behind the scenes and never contact the citizen; reporting closes the loop. Every grievance lives on one record with a full audit trail, on a single SLA clock, across web and mobile.
AI triage & routing
The AI engine categorises, prioritises and routes every grievance automatically by type, urgency and sentiment — no manual sorting, so triage keeps pace with daily volume.
AI auto-response
Context-aware first responses are generated and sent automatically; complex cases escalate to the central team for the final reply, so citizens get an immediate, consistent answer.
Multi-channel intake
Social posts and messages (Facebook, Instagram, X, YouTube), NIC email and web forms are captured as one ticket each in a single queue — no channel becomes a blind spot.
Central↔regional workflow
The central team governs the citizen window; AI routes tickets to regional teams for rectification, and they return to the central team for the final reply — one consistent thread per citizen.
SLA governance
Configurable SLA clocks by priority and type run against business hours, with reminders and escalation across every hand-off — no silent breaches between teams.
Knowledge base & chatbot
An AI chatbot and FAQ base let citizens resolve common issues or raise a ticket without an agent — WhatsApp-ready — deflecting repeat queries and freeing teams for rectification.
How the grievance workflow works
Every grievance follows one governed path. The central team is the single window to the citizen; regional teams rectify without ever contacting them.
Social · email · form
A grievance arrives on any channel and becomes one ticket in a single queue.
Categorise · prioritise · route
AI classifies by type, urgency and sentiment, routes the ticket, and auto-responds to the citizen.
Rectify & resolve
The right regional team fixes the issue on record — without contacting the citizen directly.
Final response
The central team governs the citizen window and sends the consistent, final reply.
Close & CSAT survey
The ticket closes on its SLA clock and a satisfaction survey goes out — all on one audit trail.
Results
Each grievance now runs as one measurable, governed thread from intake to closure.
| Area | Before | After |
|---|---|---|
| Intake | Complaints split across social, email and forms, tracked separately. | Every channel feeds one queue; one ticket per grievance. |
| Triage | Manual reading, sorting and routing; could not keep pace. | AI categorises, prioritises and routes every grievance automatically. |
| First response | Coordinated by hand; citizens waited. | AI auto-responds the moment a grievance arrives, around the clock. |
| Rectification & close | Hand-offs between teams hard to trace. | Regional teams rectify on record; central team governs the final reply and closure. |
| SLA & reporting | No clock; little trend visibility. | Business-hours SLA with escalation; dashboards, pattern detection and CSAT. |
Scale figures (grievance volume, user count, network size) describe the operational deployment. Before/after positions reflect the change in process delivered by the platform and have not been independently measured.
Technologies used
A cloud-hosted platform that scales to thousands of tickets a day, with security and governance built in for a government environment.
AI automation
Categorisation, prioritisation, routing and auto-response by type, urgency and sentiment. Standard cases are handled automatically; exceptions escalate to the central team.
Security & access
STQC-certified security testing, SAML Single Sign-On and Role-Based Access Control (Admin / Supervisor / Agent), scheduled backups, audit logging and content filtering.
Integration & reporting
REST APIs sync ticket status with existing CRM and helpdesk systems; role dashboards expose trends and recurring patterns, with exports to CSV, Excel and PDF and secure data migration.
Why Mindrops for the public sector
A software engineering firm with teams across India, Belgium and the United Kingdom — building and integrating enterprise systems with security and governance built in.
GeM procurement
Awarded and delivered through GeM (Nov 2025). We are GeM-verified and MSME / Startup India registered — cleared for public procurement.
Certifications and compliance
CMMI Level 3 appraised, GDPR-aligned and GeM-verified, with secure-SDLC and VAPT practice — the assurance posture a government deployment expects.
Built, deployed & supported
We owned delivery from build through deployment and continue to support the system in production at national scale.
Frequently asked questions
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Tell us about your citizen-facing process. Mindrops builds AI-automated grievance and service platforms for government and enterprise, with automated triage, governed workflows, SLAs and reporting built in.