Delhi Partners with IIT Kanpur to Launch AI-Based Grievance Redressal System

Delhi Partners with IIT Kanpur to Launch AI, Based Grievance Redressal System The Delhi government, in its effort to provide technologically, driven and transparent governance, has collaborated with IIT Kanpur to introduce an AI, powered Intelligent Grievance Monitoring System (IGMS). The initiative is aimed at making the process of tracking citizen complaints more user, friendly in terms of the capital city, their analysis, and resolution, IT Minister Pankaj Kumar Singh informed on Monday. 

Delhites can file their complaints using different platforms such as the Public Grievance Management System (PGMS), LG Listening Post, and the Centralised Public Grievance Redress and Monitoring System (CPGRAMS). These portals are functioning separately; however, the unconnected departments between the portals result in delays, duplication of complaints, and absence of accountability, officials say.

 The new IGMS is an attempt to solve these problems by consolidating all the major grievance portals into one digital dashboard. The system, created by IIT Kanpur, will be equipped with artificial intelligence and machine learning tools to understand public grievances and the responses given by the departments in real, time. Also, secure APIs will facilitate smooth data sharing between the platforms, thus, ensuring complete visibility for the officials from start to finish.

 The platform is also equipped with AI, driven department prediction that will automatically route the complaints to the appropriate department along with spam filtering to remove irrelevant or duplicate entries.

IIT Kanpur will handle system integration, cybersecurity audits, vulnerability assessments, penetration testing, and maintenance to keep the platform up to robust security and performance standards.

Singh termed the project as a move towards citizen centric governance: "We are embracing technology to serve Delhi's citizens better. This AI, driven grievance monitoring system will empower officials with data, driven insights and help deliver faster, more accountable public services."

The Intelligent Grievance Monitoring System, when put into effect, is likely to bring about a drastic cut in the time taken for complaint resolution, facilitate inter, departmental coordination, and enhance public trust in Delhi's governance frame work the potential of a model other states may follow.