The government has developed a hybrid grievance redressal framework combining Artificial Intelligence (AI) and Human Intelligence (HI) to improve the quality of grievance resolution and enhance citizen satisfaction, Union Minister Jitendra Singh said on Wednesday.
Addressing a press conference on 12 years of achievements in Personnel and Pension Reforms, Singh said the government realised that disposal of grievances alone was not sufficient if citizens remained dissatisfied with the outcome.
“This is a hybrid model, which is AI plus HI, Human Intelligence. AI alone may not be giving the optimal results,” he said.
The Minister noted that the Centralized Public Grievance Redress and Monitoring System (CPGRAMS) has witnessed significant growth over the past decade. Annual complaints registered on the platform have increased from around 2 lakh in 2014 to nearly 25 lakh today, reflecting greater public trust and responsiveness in the system.
“Not that people have started filing complaints against us, but because we are responsive, we are prompt, and we are following a timeline,” Singh said.
He explained that while grievance disposal rates had improved considerably, citizen feedback revealed that formal closure of complaints did not always result in satisfaction. The new AI-HI framework seeks to bridge this gap by combining technological efficiency with human assessment to deliver more meaningful outcomes.
According to the Minister, recurring complaints received from different regions can also help identify systemic issues and procedural bottlenecks requiring policy intervention. He said CPGRAMS has evolved beyond a grievance redressal platform into an important governance feedback mechanism.
Highlighting India’s governance reforms over the past decade, Singh said several initiatives have gained international recognition. Delegations from countries such as South Africa, Mongolia and the Maldives are studying Indian governance models, including CPGRAMS, Mission Karmayogi and the Digital Life Certificate system.
Reviewing key reforms introduced since 2014, the Minister cited the introduction of self-attestation of documents as a landmark initiative that eliminated the need for citizens to obtain verification from gazetted officers and reflected greater trust in the public.
He also highlighted the abolition of interviews for several lower-level government posts, saying the move reduced subjectivity and enhanced transparency in recruitment. Similarly, digitising the RTI application process enabled citizens to file applications online at any time, improving accessibility and convenience.
On pension reforms, Singh said the government introduced face-recognition technology for Digital Life Certificates, recognising that fingerprints of elderly pensioners may not always be reliably captured. He also highlighted reforms extending family pension benefits to divorced and separated daughters and removing service-related barriers that had prevented some families from receiving pension benefits.
The Minister further noted that maternity-related leave provisions were expanded to include cases of stillbirth, acknowledging the physical and emotional challenges faced by women during pregnancy irrespective of the outcome.
Singh said governance reforms over the past decade have been guided by innovation, inclusivity and sensitivity, with the overarching objective of improving ease of living and making governance more citizen-centric.
“Our reforms are not merely administrative changes but interventions aimed at improving the lives of citizens,” he said.
