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

In a major step towards technology-driven governance, the Delhi government has joined hands with IIT Kanpur to develop an AI-based grievance redressal system. The initiative aims to make public service delivery faster, transparent, and more accountable by using artificial intelligence and data analytics.

Why in the news?

The Delhi government, in collaboration with Indian Institute of Technology Kanpur, will implement an Intelligent Grievance Monitoring System (IGMS).

• The announcement was made by Pankaj Kumar Singh, Delhi’s Information Technology Minister.
• The system will integrate multiple grievance portals into a single unified dashboard.

Why Was This System Needed?

At present, Delhi citizens register complaints on multiple platforms.

These portals function independently, leading to,

• Delays in grievance resolution
• Duplication of complaints
• Poor coordination between departments
• Lack of holistic oversight

The new AI based system addresses these challenges by centralising grievance data.

About  Intelligent Grievance Monitoring System (IGMS)

• The Intelligent Grievance Monitoring System (IGMS) is an AI and machine learning based platform.
• It is designed to consolidate, analyse, and monitor public grievances across departments.
• Its primary goal is to improve resolution timelines, enhance efficiency, and strengthen citizen trust in governance.

Key Features of IGMS

The system comes with advanced AI-driven features.

Unified Dashboard

All grievances from platforms such as,

• Public Grievance Management System (PGMS)
• LG Listening Post
• CPGRAMS
• Other departmental portals

will be visible on one integrated dashboard.

Advanced AI Capabilities

The platform will enable,

• Semantic search, allowing search by meaning, not just keywords
• Root cause analysis to identify recurring problems
• Department prediction, routing grievances to the correct authority
• Spam filtering, removing irrelevant or duplicate complaints
• These tools will help officials take data-driven decisions.

Role of IIT Kanpur

IIT Kanpur will play a central role in the project.

Its responsibilities include,

• System integration using secure APIs
• Conducting cybersecurity audits
• Vulnerability assessment and penetration testing
• Long-term maintenance of the platform

This ensures both technological robustness and data security.

Key Data At Glance

Question

Q. The Intelligent Grievance Monitoring System (IGMS) uses which technology?

A. Blockchain only
B. Artificial Intelligence and Machine Learning
C. Cloud computing only
D. Internet of Things