IRO Journals
Journal of Information Technology and Digital World

An Intelligent NLP-Driven Framework for Automated Petition Analysis and Grievance Management

Open Access
Published: 29 July, 2026
Pages: 210-223
  • Subashini S. , Subashini S.
    Assistant Professor, Department of Electronics and Communication Engineering, Mailam Engineering College, Mailam, India
    Assistant Professor, Department of Electronics and Communication Engineering, Mailam Engineering College, Mailam, India
  • Karthiga S. , Karthiga S.
    UG Student, Department of Electronics and Communication Engineering, Mailam Engineering College, Mailam, India
    UG Student, Department of Electronics and Communication Engineering, Mailam Engineering College, Mailam, India
  • Mahalakshmi R. , Mahalakshmi R.
    UG Student, Department of Electronics and Communication Engineering, Mailam Engineering College, Mailam, India
    UG Student, Department of Electronics and Communication Engineering, Mailam Engineering College, Mailam, India
  • Oviya S. , Oviya S.
    UG Student, Department of Electronics and Communication Engineering, Mailam Engineering College, Mailam, India
    UG Student, Department of Electronics and Communication Engineering, Mailam Engineering College, Mailam, India
  • Karthika S. Karthika S.
    UG Student, Department of Electronics and Communication Engineering, Mailam Engineering College, Mailam, India
    UG Student, Department of Electronics and Communication Engineering, Mailam Engineering College, Mailam, India
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How to Cite

S., Subashini, Karthiga S., Mahalakshmi R., Oviya S., and Karthika S. 2026. “An Intelligent NLP-Driven Framework for Automated Petition Analysis and Grievance Management”. Journal of Information Technology and Digital World 8 (3): 210-23. https://doi.org/10.36548/jitdw.2026.3.006.
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Keywords

Grievance Management
Petition Analysis
Natural Language Processing
TF-IDF
Automated Routing
Duplicate Detection
Decision Support Systems
E-Governance

Abstract

Effective grievance management is crucial to ensure transparency, accountability, and quick processing of citizen petitions. Conventional grievance management systems are built on the principles of manual process of categorization, forwarding and monitoring. Such a process may lead to time-consuming and inconsistent decisions and increase the burden on administration. In this paper, an AI-Powered Petition Analysis and Grievance Management System is proposed. The system will automate the overall processing cycle of the petition from its submission to the final decision making with the intelligent analysis of the text of the petition and automation of workflow. The framework involves petition submission, data validation, central management of the database, text preprocessing, TF-IDF feature extraction, grievance classification, prioritizing, duplicate petitions detection, automated forwarding to the responsible department, and status control in one system. The natural language processing techniques will be used to turn the unstructured petition information into structured administrative action thus facilitating grievances processing and decision making. Also, the proposed system will include duplicate petitions detection mechanism and prioritizing mechanism for better management of the resources and avoidance of unnecessary operations. Centralized dashboard will enable monitoring and management of grievances as well as communication between the user and the administration.

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