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IGMS 2.0 – Improving Public Grievance Redressal Through AI

IGMS 2.0
IGMS 2.0, the latest advancement in artificial intelligence (AI), aims to revolutionize India’s public grievance redressal system. Developed to enhance the existing CPGRAMS portal, this innovative technology is set to streamline the process of addressing citizen complaints effectively and efficiently.
By leveraging the power of AI, IGMS 2.0 promises to improve the public’s experience, ensuring timely and satisfactory resolution of their grievances.
Why in News
The Intelligent Grievance Monitoring System (IGMS) 2.0 was recently launched by the GoI. The launch of this new system aims to improve the efficiency and responsiveness of the public grievance redressal process in India.
This newly introduced Intelligent Grievance Monitoring System aims to enhance the efficiency of the grievance redressal process in India. Developed by the Department of Administrative Reforms and Public Grievances (DARPG) in collaboration with IIT Kanpur, IGMS 2.0 comes at a time when there is a growing emphasis on accountable and transparent governance.
With the use of artificial intelligence and advanced data analytics, the system will enable the government to proactively identify and address public complaints.
About IGMS 2.0
IGMS 2.0 is a High-Tech system that combines artificial intelligence and advanced data analytics to enhance the efficiency and effectiveness of public grievance redressal in India. It is Developed by the Department of Administrative Reforms and Public Grievances (DARPG) in collaboration with the Indian Institute of Technology, Kanpur, IGMS 2.0 provides real-time analysis of grievances filed and resolved by the government.
Its primary objective is to identify the root causes of citizens’ complaints, enabling the government to address systemic issues more effectively. With the Centralized Public Grievance Redress and Monitoring System (CPGRAMS) portal receiving around 20 lakh grievances annually, manual monitoring and redressal have become challenging. So, IGMS 2.0 utilizes automated analytics to streamline and expedite the grievance resolution process. By leveraging its advanced AI capabilities, IGMS 2.0 aims to improve the overall public grievance redressal mechanism.
Key Features
- Dashboards for data analysis
- State-wise and district-wise data
- Ministry-wise data
- Root cause identification
- Creation of draft response letters
One of the key features of IGMS 2.0 is the provision of comprehensive dashboards for data analysis. These dashboards offer instant tabular reports on grievances filed and disposed of, allowing users to analyze the data effectively.
The dashboards also enable the segregation of data state-wise, district-wise, and ministry-wise, providing a detailed view of the grievances across different levels.
Another important feature of IGMS 2.0 is its ability to identify the root cause of grievances using artificial intelligence. This helps authorities in taking preventive and systemic measures to address the underlying issues.
Furthermore, IGMS 2.0 assists in creating draft response letters to citizens by incorporating the identified cause and relevant scheme/ministry details, ensuring personalized and tailored responses to each complaint.
Significance for Grievance Redressal
The significance of IGMS 2.0 for grievance redressal lies in its ability to streamline and expedite the resolution process, ensuring a more efficient and responsive approach to addressing public grievances.
With the CPGRAMS portal receiving a staggering 20 lakh complaints annually, manual monitoring and redressal became a major challenge for government departments. This often resulted in delays in resolving citizen issues.
However, the launch of IGMS 2.0, empowered by AI-enabled analytics, will now enable faster processing and redressal of these grievances. By automating root cause analysis and response generation, the system will significantly enhance the speed and efficiency of grievance redressal.
Ministries and departments will be able to respond swiftly and effectively, thereby improving accountability and responsiveness in governance. This technological advancement will greatly benefit citizens across the country.
CPGRAMS Portal
The Centralized Public Grievance Redress and Monitoring System (CPGRAMS) is an online public grievance portal launched by the Department of Administrative Reforms and Public Grievances (DARPG). It enables citizens to submit grievances to the government 24×7.
With the integration of CPGRAMS into IGMS 2.0, the system now leverages AI-enabled analytics to provide real-time analysis and insights. This allows for the identification of root causes and facilitates swift resolution of the high volume of public grievances received annually.
Way Forward
To ensure the successful implementation and sustained effectiveness of IGMS 2.0, it is crucial that adequate resources and support are allocated by the government at both the central and state levels.
This includes investing in the necessary infrastructure, such as robust servers and high-speed internet connectivity, to handle the increased load of grievances.
Additionally, it is important to provide comprehensive training to government officials at all levels to ensure their proficiency in using the AI-enabled system.
Regular monitoring and evaluation should be conducted to identify any bottlenecks or areas for improvement.
Also, the government should prioritize the integration of IGMS 2.0 with other existing e-governance portals to streamline the grievance redressal process for citizens.