The Delhi government, in partnership with the Indian Institute of Technology (IIT) Kanpur, is set to implement an Intelligent Grievance Monitoring System (IGMS) in a major step towards transparent and efficient governance, Information Technology Minister Pankaj Kumar Singh said on Monday.
He said the AI-powered platform will integrate Delhi’s key grievance redressal portals into a single unified dashboard, enabling smarter analysis, faster resolutions, and improved public service delivery.
Currently, Delhi citizens can lodge complaints through multiple platforms, including the Public Grievance Management System. While each portal serves a specific purpose, their disconnected operation often leads to delays, duplication, and a lack of comprehensive oversight.
The new IGMS, developed by IIT Kanpur, will seamlessly integrate these platforms using secure APIs and advanced artificial intelligence and machine learning tools, he said.
Key features of the system include a unified dashboard offering a single view of all grievances filed across platforms such as PGMS, LG Listening Post, the Centralised Public Grievance Redress and Monitoring System (CPGRAMS), and other grievance portals.
The system will also feature semantic search, allowing users to search complaints based on meaning rather than keywords, root cause analysis to identify underlying issues behind recurring grievances, department prediction, and spam filtering.
IIT Kanpur will be responsible for system integration, cybersecurity audits, including vulnerability assessment and penetration testing, as well as the maintenance of the portal.
The initiative aims to enhance transparency, accountability, and efficiency in Delhi’s grievance redressal mechanism, Singh said.
“We are embracing technology to serve Delhi’s citizens better. This AI-driven grievance monitoring system will not only integrate multiple portals but also empower our officials with data-driven insights. It is a leap towards responsive, accountable, and citizen-centric governance,” Singh said.
The Intelligent Grievance Monitoring System (IGMS) is an AI and machine learning-based platform designed to consolidate, analyse, and monitor public grievances. It seeks to improve complaint resolution timelines, enhance administrative efficiency, and strengthen trust between the government and citizens.
–IANS
