Indian Government Uses AI and Data Strategy Unit To Bolster Capacity of Grievance and Redressal Monitoring Portal

In a recent announcement, Dr. Jitendra Singh, Union Minister of State (Independent Charge) for Science & Technology; MoS PMO, Personnel, Public Grievances, Pensions, Atomic Energy, and Space revealed that the Indian government is leveraging cutting-edge Next Generation AI-enabled technology to bolster the capacity of the Centralised Public Grievance Redressal and Monitoring System (CPGRAMS) portal.

What is CPGRAMS by Indian Government?

CPGRAMS serves as a web-based portal where citizens can register their grievances related to the Ministries/Departments of the Government of India or States/UTs. Each Ministry and State has role-based access to the system, which annually receives an average of 20 lakh grievances from the public.

Indian Government Also Deploys Data Strategy Unit

In addition to this technological upgrade, a Data Strategy Unit has been instituted to conduct root cause analysis of grievances and institute systemic reforms, according to Dr. Jitendra Singh who submitted the information in a written response during Lok Sabha session. Dr. Jitendra Singh highlighted the positive impact of these reforms, citing a notable decrease in the backlog of public grievances and an improvement in the average time taken for their resolution. Ministries and departments have consistently resolved over 1 lakh cases per month for the past 16 months, resulting in a historic low of 0.63 lakh pending cases in central Ministries and Departments.

As part of the 10-step reform initiative by CPGRAMS, efforts include breaking language barriers by providing the portal in all scheduled languages, benchmarking performances through the Grievance Redressal and Assessment Index (GRAI), monthly reporting for both Central Ministries/Departments and States/UTs, a Feedback Call Centre for citizen feedback, integration of various grievance portals, and expanding CPGRAMS outreach in rural India through Common Service Centers (CSC).

Dr. Jitendra Singh emphasized that public grievance redressal was a focal point of the Indian government's special campaign to institutionalize Swachhata and reduce pendency in government offices from October 2 to October 31. The campaign successfully disposed of 99.4% (5,21,958) of public grievances during this period. In the year 2023, the CPGRAMS portal received 19.45 lakh citizen grievances (up to November 30, 2023), with approximately 19.60 lakh grievances, including backlog cases, successfully addressed.