The Department of Administrative Reforms and Public Grievances (DARPG) unveiled its Automated Analysis in TREE Dashboard platform, IGMS 2.0 Public Grievances platform, and Artificial Intelligence (AI) based Grievance Monitoring System on Friday.
IIT Kanpur has developed the Intelligent Grievance Monitoring System (IGMS) 2.0 Dashboard as a result of signing an MoU with DARPG on December 14, 2021 for the purpose of enhancing DARPG Information Systems (CPGRAMS) with Artificial Intelligence. The Dashboard offers immediate tabular analysis of data on grievances filed and resolved, as well as data broken down by state, district, and ministry. Additionally, the Dashboard will assist the officials in determining the primary cause of the complaint.
The average man is raising an increasing number of issues, and they expect that their complaints will be resolved in a timely manner, hence the CPGRAMS portal receives close to 20 lakh grievances each year. The sorting and monitoring of complaints cannot be done manually due to the sheer volume. As a result, the IGMS portal will assist the DARPG in drafting a letter for the chosen scheme or ministry and speed up the process through which the relevant ministry or department will address complaints.
Dr. Jitendra Singh, who spoke at the event, noted that Prime Minister Narendra Modi has repeatedly emphasized the importance of grievance redressal for government accountability as well as for citizen-centric governance.
Additionally, a more reliable human interface method that includes counseling after the grievance has been resolved has been implemented. The Minister applauded the DARPG for providing the CPGRAMS portal in 22 scheduled languages in addition to English so that the average person may benefit from its features. In order to ensure seamless accessibility, he further emphasized the necessity of integrating State PG portals and other government portals with CPGRAMS and giving it a more standard name.
According to Dr. Jitendra, DARPG’s reforms to the CPGRAMS have resulted in a reduction in the average amount of time it takes for Central Ministries & Departments to resolve public grievances to 16 days for the first time.
He highlighted with delight that the average disposal time for Central Ministries/Departments has decreased by approximately 50%, from 32 days in 2021 to 18 days in 2023. Dr. Jitendra also introduced the Swachhata Special Campaign 3.0 and distributed the Precedent Book (e-book) created by the Department during his visit to the DARPG office.
The Indian government has planned a Special campaign 3.0 that will run from October 2, 2023, which is the anniversary of Mahatma Gandhi’s birth, through October 31, 2023.
