IIT Kanpur has achieved a remarkable milestone in the field of public grievance resolution with the launch of the Intelligent Grievance Monitoring System (IGMS) 2.0. The revamped grievance portal, IGMS 2.0, was officially inaugurated by Union Minister of Science and Technology, Dr. Jitendra Singh, marking a significant advancement in the Centralized Public Grievance Redress and Monitoring System (CPGRAMS).
IGMS 2.0 Speeds Up Grievance Resolution for Ministries and Departments
IGMS 2.0 builds upon the foundation of CPGRAMS, introducing cutting-edge artificial intelligence and machine learning capabilities to enhance its performance. This milestone is a result of an MoU signed on December 14, 2021, between IIT Kanpur and the Department of Administrative Reforms and Public Grievances (DARPG) focusing on the integration of AI/ML technologies.
The upgraded portal’s dashboard, programmed by a dedicated team at IIT Kanpur, offers a comprehensive tabular analysis of lodged and resolved complaints. It also provides data on complaints categorized by state, district, and ministry. It equips officials with essential information for more efficient grievance resolution and assists in identifying the root causes of complaints.
The need for IGMS 2.0
With approximately 20 lakh complaints received annually through the CPGRAMS portal, manual classification and monitoring of grievances is increasingly unmanageable. The introduction of IGMS 2.0 aims to assist the Department of Administrative Reforms and Public Grievances (DARPG) in drafting necessary documents for schemes and ministries, ultimately expediting the grievance resolution process for respective ministries and departments.
Dr. Jitendra Singh, Union Minister of Science and Technology, lauded the reforms initiated by DARPG and their impact on public grievance resolution. He noted that the average time for resolving complaints by central ministries and departments had significantly reduced. In 2021, it took an average of 32 days to resolve complaints, which has now been reduced to 18 days in 2023, representing a substantial 50% improvement.
