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Grievance Redress System (GRS) — Bangladesh

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Overview

National Online Grievance Redress System (GRS)

Bangladesh’s central citizen complaint platform maintained, enhanced, and customised by KIT for the Cabinet Division enabling millions of citizens to file, track, and resolve grievances across all government ministries and institutions.

Project Info (5 key points):

  • Client: Cabinet Division, Government of Bangladesh
  • Location: Bangladesh — National platform (all ministries and district offices)
  • Engagement: Development, Maintenance & Enhancement — two active contracts
  • Status: Live and Active
  • Live System: www.grs.gov.bd
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Features / Modules
1

Citizen Grievance Portal

Public-facing portal enabling citizens to file complaints anonymously or with login, track complaint status in real time, and receive resolution notifications from the relevant government authority.

2

Administrative Management System

Backend platform for government officers to receive, assign, track, escalate, and resolve citizen complaints with role-based dashboards, deadline management, and reporting tools

3

Reporting & Analytics Dashboard

Ministry-level and national dashboards tracking complaint volumes, resolution rates, average turnaround times, and pending cases enabling institutional accountability and performance monitoring.

Challenges We Solved:

Legacy MIS was unstable, incomplete, and not aligned with real field workflows

Complaint workflows needed customisation to match different ministry structures and processes

Citizens had limited ability to track their complaint status in real time

No centralised analytics for monitoring resolution performance across departments

System required periodic enhancement to incorporate policy and process changes

Solutions We Delivered

01.

Maintained and stabilised the GRS platform under sustained national usage

02.

Enhanced complaint routing workflows to accommodate multi-level ministry structures

03.

Improved citizen-facing tracking interface for real-time status visibility

04.

Built analytical dashboards for Cabinet Division oversight and performance monitoring

Results (4 key outcomes)

National Scale

Platform serves all government ministries and district-level institutions across Bangladesh

Multi-Ministry

Covers all 47+ ministries and thousands of government offices nationwide

Live & Active

System continuously maintained and enhanced — accessible at grs.gov.bd

Cabinet Trust

Maintained by KIT directly for Bangladesh's Cabinet Division — highest institutional confidence

Karooth IT BD LTD

Powering Digital Identity & Social Protection. Technology for Trusted Digital Systems.

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Corporate Office: Flat-4/A, House-196, Road-02, Avenue-03, Mirpur DOHS, Dhaka -1216

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