First Artificial Intelligence-based grievance redressal System | Empowering the Citizens

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Solving all your Problems
AI-powered Grievance Management Application

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A system becomes meaningful and effective with the help of a just and fair redressal mechanism. Being considerate towards the citizens, the Central government has come up with the country’s first Artificial Intelligence-based system to improve grievance redressal.

Recently, Defence Minister Rajnath Singh has launched an Artificial Intelligence (AI)-powered grievance management application in New Delhi. The AI-powered application will automatically handle and analyse the complaints of the people and would reduce human intervention, save time and bring more transparency to their disposal.

Addressing the launch ceremony, the Defence Minister said that, “this initiative is another citizen-centric reform of the government that aims to empower the people at large”.

https://twitter.com/rajnathsingh/status/1415572739708964866?s=20 – (1:10 – 1:33)

Let’s get to know more about this application.

The web-based application has been jointly developed by the Department of Defence, Ministry of Defence, Department of Administrative Reforms and Public Grievances and a team of IIT Kanpur.

The AI tool has the capability to understand the content of the complaint based on the complaints available. It can also summarize the gist of grievances received on web-based Centralised Public Grievances Redress and Monitoring System. Therefore, it can identify repeated complaints or spam automatically.

Also, based on the meaning, it can categorise complaints into different categories even when keywords normally used for such search are not present in the complaint.

Moreover, It also enables geographical analysis of complaints including the analysis of whether the complaint was adequately addressed or not by the concerned office. It is quite easy to use and enables the user to formulate his queries/categories depending on management requirements and seek performance results based on the query.

Further, the application will have great use in understanding the nature of complaints, geographies from where they emanate. It can also initiate the policy changes that can be introduced to create systemic improvements for addressing these grievances.

The release of this application marks the introduction of AI-based innovations into governance and administration. This project is the first of its kind initiative of the government for using AI, data science and Machine Learning techniques in grievance redressal.

Last year, on 4rth August, a tripartite MoU was also signed for the project, among the Department of Defence, Ministry of Defence, Department of Administrative Reforms and Public Grievances and IIT, Kanpur.

Apart from this, the project could also pave the way for the extension of this application across other Ministries. The MoD and IIT Kanpur are seeking to leverage the use of AI for the disposal of citizens’ complaints so that the collaboration could be moved forward in the coming years.

Such initiatives could bolster the system and resolve the grievances of people in an effective manner, thus, ensuring a transparent environment for all.

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https://pib.gov.in/PressReleseDetailm.aspx?PRID=1735885