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AI-powered grievance management application

AI-powered grievance management application

  • Ministry of Defence has launched an Artificial Intelligence (AI)-powered grievance management application developed by it with the help of IIT-Kanpur.
  • The release of this application marks the introduction of AI-based innovations into governance and administration.
  • The success of this project in MoD will pave the way for the extension of this application across other Ministries.

Features:

  • It Summurises gist of grievances received on web based CPGRAMS
  • This project is the first of its kind initiative of the Government for using AI, data science, and Machine Learning techniques in grievance redressal.
  • The AI tool developed as part of the initiative has the capability to understand the content of the complaint based on the contents therein.
  • As a result, it can identify repeat complaints or spam automatically.
  • Based on the meaning of the complaint, it can categorize complaints of different categories even when keywords normally used for such search are not present in the complaint.

  • It enables geographical analysis of complaints in a category including analysis of whether the complaint was adequately addressed or not by the concerned office.

  • Easy user-friendly search enables user to formulate his own queries/categories depending on management requirements and seek performance results based on the query.

  • Given that lakhs of complaints are received on CPGRAMS portal of DARPG, this application will have great use in understanding the nature of complaints, geographies from where they emanate and policy changes which can be introduced to create systemic improvements to address these grievances.

Benefits:

  • automatically handle and analyse the complaints of the people
  • reduce human intervention
  • save time
  • bring more transparency

Centralized Public Grievance Redress And Monitoring System (CPGRAMS)

  • It is an online web-enabled system over NICNET developed by NIC, in association with Directorate of Public Grievances (DPG) and Department of Administrative Reforms and Public Grievances (DARPG).
  • CPGRAMS is the platform based on web technology which primarily aims to enable submission of grievances by the aggrieved citizens from anywhere and anytime (24x7) basis to Ministries/Departments/Organisations who scrutinize and take action for speedy and favorable redress of these grievances.
  • Tracking grievances is also facilitated on this portal through the system generated unique registration number.

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