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Minister of Defence Rajnath Singh launched an Artificial Intelligence (AI)-powered grievance management application in New Delhi on July 15, 2021. The application is developed by the Ministry of Defence with the help of the Indian Institute of Technology (IIT) Kanpur. Dr Jitendra Singh, Minister of State (IC) for Personnel, Public Grievances and Pensions was also present at the occasion.

This is the first AI-based system developed to improve grievance redressal in the government. The AI tool developed has the capability to understand the content of the complaint based on the contents therein. As a result, it can identify repeat complaints or spam automatically. Based on the meaning of the complaint, it can categorise complaints of different categories even when keywords normally used for such search are not present in the complaint. It enables geographical analysis of complaints in a category including analysis of whether the complaint was adequately addressed or not by the concerned office. Easy user-friendly search enables the user to formulate his own queries/categories depending on management requirements and seek performance results based on the query. Given that lakhs of complaints are received on the CPGRAMS portal of DARPG, this application will have great use in understanding the nature of complaints, geographies from where they emanate and policy changes that can be introduced to create systemic improvements to address these grievances.

The Minister, while addressing the occasion described the application as a product of good governance, which reflects the growing synergy between the Government and academia. He said this initiative is another citizen-centric reform of the Government that aims to empower the people at large.

The Minister appreciated the role of the Department of Administrative Reforms & Public Grievances (DARPG) in the reform of the Public Grievances Redressal System. He said 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 and resolve the grievances of people in a transparent and effective manner.

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The Minister was briefed that this AI-powered application will automatically handle and analyse the complaints of the people and would reduce human intervention, save time and bring more transparency to their disposal.

For the project, a tripartite Memorandum of Understanding (MoU) was signed among the Department of Defence, Ministry of Defence, DARPG and IIT, Kanpur on August 04, 2020.

(With inputs from PIB)

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