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GP-CS-0I21JG9Computer ScienceOpen for request

Public grievance workflow tracker

A configurable grievance-tracking system that models case routing, status transitions, service deadlines, escalation, and public progress checks.

  • Nuxt
  • Vue
  • FastAPI
  • PostgreSQL
  • Redis
  • Python
  • Docker

Project definition

Problem statement

A grievance may move through several offices, officers, status changes, and service deadlines. Without a defined workflow, cases can be routed incorrectly, remain idle, or lose a clear history of responsibility.

The engineering problem is to represent department workflows as validated state machines, route cases by rules, enforce allowed transitions, trigger deadline escalation, and maintain a complete case-event record.

Project objectives

  • Model departments, grievance categories, states, transitions, and escalation rules.
  • Route submitted cases to the correct queue using configurable rules.
  • Prevent invalid status changes and record every accepted transition.
  • Monitor service deadlines and trigger documented escalation actions.
  • Measure routing accuracy, transition correctness, escalation timing, and concurrent update handling.

System design

System modules

01

Grievance intake

Validates a submission, assigns a public reference, classifies required fields, and creates the initial case event.

02

Routing engine

Evaluates category, location, service, and priority rules to select the responsible department queue.

03

Workflow state machine

Defines allowed case states and transitions and rejects changes that violate the configured workflow.

04

Deadline and escalation

Calculates due times, detects overdue work, and creates escalation events according to department rules.

05

Case event log

Stores assignment, note, transition, transfer, and escalation events as an ordered case history.

06

Access and reporting

Applies officer and department permissions and calculates workload, age, resolution, and escalation measures.

Methodology

System workflow

  1. 01
    Submit grievance

    A case is validated, assigned a reference, and stored with its category and service information.

  2. 02
    Route case

    The routing engine evaluates configured rules and assigns the case to the responsible queue.

  3. 03
    Process transitions

    An authorised officer moves the case through allowed states and records notes or transfers.

  4. 04
    Monitor deadline

    The scheduler checks the active deadline and creates escalation events when configured thresholds are crossed.

  5. 05
    Close and report

    The case is closed through a valid transition, the public status is updated, and workflow measures are calculated.

Demonstration scenario

A synthetic grievance is submitted and routed to a department queue. An officer records progress and transfers it through an allowed workflow. A second case crosses its deadline and is escalated automatically. The public reference shows the permitted status while the internal event history records each action.

Engineering

Technical architecture

Web application
Nuxt and Vue interfaces for grievance intake, officer queues, case history, workflow configuration, and public status checks.
Application API
FastAPI for validation, routing, state transitions, access control, reporting, and case-event retrieval.
Data layer
PostgreSQL for case records, workflow definitions, assignments, events, permissions, and reporting data.
Workflow model
Explicit finite-state definitions with versioned routing and transition rules applied to each case.
Scheduled processing
Redis-backed scheduled tasks for deadline checks, escalation creation, and retry-safe notifications.
Delivery
Container-based setup with synthetic department structures, workflows, cases, and repeatable test fixtures.

Testing

Evaluation

Evaluation measures

  • Routing accuracy across the prepared grievance categories
  • Rejection rate for invalid workflow transitions
  • Deadline and escalation trigger accuracy
  • Case-history completeness after transfers and concurrent updates
  • Permission enforcement across public, officer, and administrator roles
  • Queue and case response time under the prepared workload

System boundaries

  • The project uses synthetic departments, officers, citizens, and grievance records.
  • It does not integrate with a live government portal or identity system.
  • Routing and escalation rules demonstrate configurable workflows and are not official service policy.
  • The system tracks administrative handling and does not decide legal rights or grievance outcomes.

Included

  1. 01Grievance submission, case handling, and public-status interfaces
  2. 02Configurable routing, state-machine, deadline, and escalation modules
  3. 03Role-based access and append-only case event history
  4. 04Prepared department workflows and system test results
  5. 05Complete source code in a private GitHub repository
  6. 06Complete project documentation with synopsis, abstract, methodology, workflow diagrams, data model, test results, screenshots, and conclusion

Project record

No buyer information is collected on this page.

Permanent project ID
GP-CS-0I21JG9
Catalogued
21 Aug 2026
Completed
Pending
Verified
Pending
Demonstration
Added when ready

Handover

After purchase

  1. 01
    Payment is confirmed

    The project is marked unavailable and cannot be purchased again.

  2. 02
    Repository access is granted

    The buyer's submitted GitHub account receives access to the private repository.

  3. 03
    The purchase record is delivered

    The certification sheet is prepared from the reviewed buyer details and sent privately by email.