Institutionalized complaint systems are notable features of improving public programmes
and government practice. This article reviews literature on formal grievance redress …

Home care workers (HCWs) are increasingly central to post-acute and long-term health
services in the United States. Despite being a critical component of the day-to-day care of …

Poor public service provision and government accountability is commonplace in low-income
countries. Although mobile phone–based platforms have emerged to allow constituents to …

Social welfare schemes and public infrastructure services often face implementation and last
mile delivery challenges. Governments in India have set up phone helplines for …

Home care workers (HCWs) are professionals who provide care to older adults and people
with disabilities at home. However, HCWs are vulnerable and especially susceptible to …

India has been witnessing a steady increase in smartphone penetration since 2016 after
Reliance Jio introduced inexpensive internet plans. Much of HCI research in the Global …

The Global South has seen a proliferation of e-governance initiatives aimed at digitizing
governmental service delivery. However, paper continues to remain the primary medium of …

AI-powered symptom checkers are automating the work of telephone triage nurses in
assessing patient urgency. Yet, these systems exclude several vulnerable patient groups …

Our research presents the case-study of a mobile phone based, voice-driven platform-
Mobile Vaani, established with a goal to empower poor and marginalized communities to …

Grievance redress mechanisms (GRMs) in the public sector are institutionalized processes
designed to enable people to complain about and seek redress for services they rightfully …