IGMS 2.0 Public Grievance Portal

September 30, 2023

In a significant move towards enhancing government responsiveness and efficiency, Union Minister Dr. Jitendra Singh recently unveiled several groundbreaking initiatives. These initiatives are aimed at improving the grievance redressal system and promoting transparent and citizen-centric governance.

IGMS 2.0 Public Grievance Portal

The Intelligent Grievance Monitoring System (IGMS) 2.0 Dashboard is a groundbreaking tool developed in collaboration with IIT Kanpur under an MoU with the Department of Administrative Reforms and Public Grievances (DARPG). This innovative portal utilizes the power of Artificial Intelligence (AI) to streamline the grievance redressal process.

Real-time Analysis: One of the key features of IGMS 2.0 is its real-time tabular analysis of grievances. It provides insights into both filed and resolved grievances, categorizing them by state, district, and ministry. This feature empowers government officials to efficiently track and manage grievances, ensuring a more responsive system.

Root Cause Identification: IGMS 2.0 goes beyond tracking and provides the capability to identify the root causes of grievances. Understanding these underlying issues is crucial for effective resolution and addressing citizen concerns comprehensively.

Multilingual Accessibility

The efforts of DARPG to make the Centralized Public Grievance Redress and Monitoring System (CPGRAMS) portal available in 22 scheduled languages, in addition to English.

Reduced Grievance Resolution Time

Over the years, there has been a significant reduction in the average time taken to address public grievances by Central Ministries and Departments. Thanks to the reforms in CPGRAMS implemented by DARPG, the average disposal time has been reduced to just 18 days in 2023, down from 32 days in 2021. This represents a nearly 50% reduction in the time it takes to resolve grievances, making government services more efficient and responsive.

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