Dr. Jitendra Singh Launches Innovative AI-Driven Grievance Monitoring System to Enhance Government Efficiency
29-09-2023 : Union Minister Dr. Jitendra Singh, who holds several key portfolios, including Science & Technology and Public Grievances, launched an innovative Artificial Intelligence (AI)-driven Grievance Monitoring System, the IGMS 2.0 Public Grievance portal, and Automated Analysis in the TREE Dashboard portal. These initiatives are part of the Department of Administrative Reforms and Public Grievances’ (DARPG) efforts to enhance government responsiveness and efficiency.
The Intelligent Grievance Monitoring System (IGMS) 2.0 Dashboard, developed in collaboration with IIT Kanpur under an MoU with DARPG, leverages AI capabilities to streamline the grievance redressal process. It offers real-time tabular analysis of filed and disposed grievances, categorized by state, district, and ministry. This powerful tool also assists in identifying the root causes of grievances, a crucial step in addressing citizen concerns effectively.
Dr. Jitendra Singh emphasized the significance of grievance redressal for transparent and citizen-centric governance. Prime Minister Narendra Modi has consistently emphasized the importance of timely grievance resolution as a cornerstone of government accountability. The minister highlighted the introduction of a robust human interface mechanism, including counseling post-resolution of grievances.
The DARPG’s efforts to make the CPGRAMS portal available in 22 scheduled languages, along with English, were lauded by Dr. Jitendra Singh. He stressed the need to integrate State PG portals and other government platforms with CPGRAMS for seamless accessibility.
Remarkably, the average time taken to address public grievances by Central Ministries and Departments has been reduced to 16 days due to DARPG’s reforms in the CPGRAMS. This represents a nearly 50% reduction in average disposal time, from 32 days in 2021 to 18 days in 2023.
During his visit to the DARPG Office, Dr. Jitendra Singh also launched the Swachhata Special Campaign 3.0 and unveiled a Precedent Book (e-book) prepared by the Department. He commended DARPG for achieving a completely paperless office, with all communication now conducted through the eOffice portal.
Under previous Swachhata campaigns, nearly 90 lakh square feet of prime office space has been reclaimed and repurposed, generating a revenue of Rs. 370.83 crores from scrap disposal. Additionally, 64.92 lakh files were reviewed, 4.56 lakh public grievances were redressed, and 8,998 MPs’ references were replied to. These campaigns also fostered the adoption of an eOffice work culture, with over 90% of file work now conducted online.
Special Campaign 3.0, announced by the Government of India, is set to run from October 2, 2023, coinciding with Mahatma Gandhi’s birth anniversary, until October 31, 2023. Dr. Jitendra Singh praised the transformation of the Swachhata campaign into a nationwide movement under the guidance of Prime Minister Narendra Modi. He also highlighted the launch of a compendium of 300 Best Practices that will be implemented across all government ministries and departments.
Special Campaign 3.0 will focus on field and outstation offices responsible for service delivery and public interaction. The Department of Administrative Reforms and Public Grievances serves as the nodal department for implementing this campaign, building on the successes of previous editions.
