Citizen services● LiveFlagship platforms
GRM 2.0, the Grievance Redress Mechanism
A complaint with a number cannot be lost.
Developed by the Anambra State ICT Agency
Every complaint about a government service gets a tracking number, an owner and a deadline the citizen can watch; overdue cases escalate themselves to the ministry head and then the regulator.
What it does
All 13 features
- Instant tracking number in the form ANB-GRM-2026-000123 and an acknowledgement email.
- Automatic routing to the right ministry and officer by service, category and each officer's workload.
- A service clock on every case: the citizen sees a live 'days remaining' countdown; officers see On Track, At Risk and Overdue.
- Self-escalation: an overdue case notifies the head of the ministry, then the regulator.
- Regulatory oversight by the Ministry of Budget and Economic Planning: per-ministry compliance, an Escalate button and the official GRM and compliance report exports (CSV, Excel, PDF).
- A confidential lane for corruption and sexual exploitation and abuse complaints, visible only to cleared officers.
- Anonymous complaints with a private case code.
- Citizen rating of 1 to 5 stars on resolution, and the right to reopen or appeal within 30 days.
- Command dashboard: open, resolved, overdue, at risk, escalated, satisfaction, a league table of ministries, LGA hotspots and an officer leaderboard.
- Duplicate detection for the same problem reported nearby within a week.
- A tamper-proof history of every status change on every case.
- Cases can be filed by NORA from the chat and from the public's email, and by Solution Lens referral.
- Business Enabling Environment reporting: cases are flagged for the state's business environment reports.
How it works
A grievance from filing to closure
A grievance from filing to closure
Step 1 of 9
Who uses it
People it serves
- Citizens and businesses
- Grievance officers
- Ministry heads
- The Ministry of Budget and Economic Planning
In practice
What it looks like
A citizen files a complaint about a delayed permit and watches the countdown on the tracking page.
A case passes its deadline; the ministry head is notified automatically, and two days later the regulator.
The regulator exports the monthly compliance report for every ministry in one click.
Why it matters
What changes
- Nobody can quietly ignore a complaint
- Ministries measured on response, publicly accountable
- Victims of corruption and abuse protected
Connected to
