New Delhi, Sep 29: Dr Jitendra Singh, Union Minister of State (Independent Charge) Science & Technology, MoS PMO, Personnel, Public Grievances, Pensions, Atomic Energy and Space, on Friday launched the Artificial Intelligence (AI) driven Grievance Monitoring System, IGMS 2.0 Public Grievance portal and Automated Analysis in TREE Dashboard portal of the Department of Administrative Reforms and Public Grievances (DARPG).
The Intelligent Grievance Monitoring System (IGMS) 2.0 Dashboard was implemented by IIT Kanpur following an MoU with DARPG on December 14, 2021, to upgrade DARPG Information Systems (CPGRAMS) with Artificial Intelligence capabilities. The Dashboard provides immediate tabular analysis of Grievances Filed & Disposed, State-wise & District-wise Grievances Filed & Ministry-wise data. The dashboard also helps officials identify the root cause of the grievance.
With nearly 20 lakh grievances received annually on the CPGRAMS portal, the IGMS portal will help the DARPG by creating a draft letter for the selected scheme/ministry and expediting the grievance redressal process by the concerned ministry/department, the minister said.
On the occasion, Dr Jitendra emphasized the importance of grievance redressal in ensuring accountability and Citizen-centric Governance, which has been highlighted repeatedly by Prime Minister Narendra Modi. To enhance the human interface mechanism, a more robust Counselling post-resolution of grievances has been introduced, he said.
In his speech, Dr Jitendra Singh emphasized the importance of grievance redressal for accountability of the government and citizen-centric governance. A more robust human interface mechanism, including counseling post-resolution of the grievance, has also been introduced. He also praised the DARPG for making the CPGRAMS portal available in 22 scheduled languages along with English, making it more accessible to the common man.
The minister highlighted that for the first time, the average disposal time of public grievances by Central Ministries & Departments has reduced to 16 days due to reforms undertaken by DARPG in the CPGRAMS. There has also been a decline of almost 50% in the average disposal time for Central Ministries/Departments from 32 days in 2021 to 18 days in 2023.
Dr Singh also launched the Swachhata Special Campaign 3.0 and released the Precedent Book (e-book) prepared by the Department. He lauded DARPG for achieving a completely file-less office with all communication now transferred to the e-Office portal.
Special Campaign 3.0 will focus on field/outstation offices responsible for service delivery or having public interface, in addition to the Ministries/Departments and their attached/subordinate offices. The Department of Administrative Reforms and Public Grievances is the nodal department for the implementation of Special Campaign 3.0, announced from 2nd October 2023 -31st October 2023, coinciding with the birth anniversary of the ‘Father of the Nation’ Mahatma Gandhi.
