Faster grievance redressal for public, data-driven insights for officials: Delhi govt set to launch AI-enabled platform in collaboration with IIT Kanpur

Delhi is set to launch an AI-powered unified grievance redressal system that will integrate multiple complaint portals into a single dashboard.

With an aim to offer quicker resolutions to public grievances and enhance transparency, the Delhi government is set to launch an artificial intelligence (AI)-based unified grievance redressal system in partnership with Indian Institute of Technology (IIT) Kanpur. The AI-enabled platform, Intelligent Grievance Monitoring System (IGMS), will integrate existing grievance redressal government portals — Public Grievance Management System (PGMS), LG Listening Post and the Centralised Public Grievance Redress and Monitoring System (CPGRAMS) — into a single dashboard, according to an official statement.

“We are embracing technology to serve Delhi’s citizens better. This AI-driven grievance monitoring system will not only integrate multiple portals but also empower our officials with data-driven insights. It is a leap toward responsive, accountable, and citizen-centric governance,” Delhi Minister for Information Technology (IT) Dr Pankaj Kumar Singh was quoted as saying in the statement released on Monday.

While each existing portal, as per the statement, serves a purpose, “their disconnected operation often leads to delays, duplication, and lack of holistic oversight”. The new system will not just offer a unified dashboard but also feature semantic search, which shall allow users to search complaints by meaning, not just keywords.

It will allow automated routing of complaints to the appropriate department, and feature optical character recognition (OCR) to digitise handwritten or scanned documents. It will also let authorities track grievances across departments and regions, assess response times and identify recurring issues. The platform will also carry out root cause analysis to flag systemic problems behind repeated grievances and generate rankings of departments based on redressal performance, the government said.

The move, as per the statement, aims to address delays, duplication of complaints and the lack of a consolidated view caused by the current siloed functioning of different grievance portals. The new system will use secure application programming interfaces (APIs) and machine learning tools to enable real-time monitoring and faster resolution of complaints.