This is the first AI-based system developed to improve grievance redressal in the government. The AI tool developed as part of the initiative has the capability to understand the content of the complaint based on the contents therein. It can identify repeat complaints or spam automatically. Based on the meaning of the complaint, it can categorise complaints into different categories even when keywords are not present in the complaint. A tripartite MoU for the project was signed among the Department of Defence, MoD, DARPG and IIT, Kanpur on August 04, 2020.
The Raksha Mantri, Mr Rajnath Singh described the application as a product of good governance, which reflects the growing synergy between the government and academia. He termed this initiative as another citizen-centric reform of the Government aimed at empowering the people at large.
He also lauded the Department of Administrative Reforms & Public Grievances (DARPG) for playing an important role in the reform of the Public Grievances Redressal System, saying that resolving the grievances of people is a great service in itself. He added that the active involvement of reputed institutions like IIT Kanpur will further bolster the system.
Addressing the launch ceremony of MoD’s AI Powered CPGRAMS, an App to lodge a grievance online. Watch https://t.co/hjzV3aekGm
— Rajnath Singh (@rajnathsingh) July 15, 2021
The release of this application marks the introduction of AI-based innovations into governance and administration. This project is the first of its kind initiative of the Government for using AI, data science and Machine Learning techniques in grievance redressal. The success of this project in MoD will pave the way for the extension of this application across other Ministries.
The app enables geographical analysis of complaints in a category including analysis of whether the complaint was adequately addressed or not by the concerned office. The user-friendly search enables the user to formulate their own queries/categories. Given that lakhs of complaints are received on the CPGRAMS portal of DARPG, this application will very useful in understanding the nature of complaints, geographies from where they arise and the policy changes which can be introduced to create systemic improvements to address these grievances.