Govt launches Artificial Intelligence powered grievance management application

Source: PIB

What is the News?

The Union Defence Minister has launched an Artificial Intelligence (AI)-powered grievance management application.

About the AI-powered grievance management application:
  • The application has been developed by the Ministry of Defence with the help of IIT-Kanpur.
  • Purpose: It is the first Artificial Intelligence(AI)-powered application developed to improve grievance redressal in the Government.
Key Features:
  • The application has the capability to understand the content of the complaint. As a result, it can identify repeat complaints or spam automatically.
  • Based on the meaning of the complaint, it can categorize complaints of different categories even when keywords normally used for such search are not present in the complaint.
  • It also enables geographical analysis of complaints in a category, including analysis of whether the complaint was adequately addressed or not by the concerned office.
Significance of the application:
  • There are lakhs of complaints received on the Centralized Public Grievance Redress And Monitoring System (CPGRAMS) portal of the Department of Administrative Reforms & Public Grievances (DARPG).
  • Hence, this application will have great use in understanding the nature of complaints, geographies from where they emanate and policy changes that can be introduced to create systemic improvements to address these grievances.
  • Centralized Public Grievances Redress and Monitoring System (CPGRAMS) is a web-based application developed by the National Informatics Centre(NIC) in association with the Directorate of Public Grievances(DPG) and the Department of Administrative Reforms and Public Grievances(DARPG).
  • Purpose: The application aims to enable submission of grievances by the aggrieved citizens from anywhere and anytime (24×7) basis to Ministries who scrutinize and take action for speedy and favorable redress of these grievances.
  • Issues that are not taken up for redressal by CPGRAMS:
    • Sub Judice cases or any matter concerning judgment given by any court.
    • Personal and family disputes.
    • RTI matters.
    • Anything that impacts upon territorial integrity of the country of friendly relations with other countries.


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