Dr Jitendra launches Artificial Intelligence driven Grievance Monitoring System
STATE TIMES NEWS
NEW DELHI: Dr Jitendra Singh, Union Minister, on Friday launched Artificial Intelligence (AI) driven Grievance Monitoring System, IGMS 2.0 Public Grievance portal and Automated Analysis in TREE Dashboard portal of the Department of Administrative Reforms and Public Grievances (DARPG).
The Intelligent Grievance Monitoring System (IGMS) 2.0 Dashboard has been implemented by IIT Kanpur following an MoU with DARPG on December 14, 2021 for upgrading DARPG Information Systems (CPGRAMS) with Artificial Intelligence capabilities. The Dashboard provides instant tabular analysis of Grievances Filed & Disposed, State-wise & District-wise Grievances Filed & Ministry-wise data. Besides, the Dashboard will also help the officials identify the root cause of the grievance.
With a ballooning caseload of problems being raised by the common man and their trust in the timebound redressal of their grievances, close to 20 lakh grievances are received annually on the CPGRAMS portal. In view of the large number of grievances, the classification and monitoring of grievances cannot be done manually. Thus, the IGMS portal will help the DARPG with creation of a draft letter for the selected scheme/ministry and expedite the grievance redressal process by the concerned ministry/department.
Speaking on the occasion, Dr Jitendra Singh, said Prime Minister Narendra Modi has flagged again and again that Grievance Redressal is important for accountability of the Government and also for the Citizen-centric Governance.
A more robust human interface mechanism including Counselling post-resolution of the grievance has also been introduced. The Minister commended the DARPG for making the CPGRAMS portal available in 22 scheduled languages along with English so that the common man could avail of its benefits. He also underlined the need to integrate State PG portals and other government portals with CPGRAMS and name it more uniformly for seamless accessibility.
Dr Jitendra said that for the first time, the average disposal time of public grievances by Central Ministries & Departments has reduced to 16 days due to reforms undertaken by DARPG in the CPGRAMS.
He noted with satisfaction that there has been a decline of almost 50% in the average disposal time for Central Ministries/Departments from 32 days in 2021 to 18 days in 2023. During his visit to DARPG Office, Dr Jitendra also launched the Swachhata Special Campaign 3.0 and released the Precedent Book (e-book) prepared by the Department.
The Government of India has announced Special campaign 3.0 from 2nd October, 2023, coinciding with the Birth Anniversary of Father of the Nation, Mahatma Gandhi, till 31st October, 2023. The Campaign is a sequel of the Special campaigns conducted in the last two years.
