Dr. Jitendra Singh, Minister of State for Personnel, Public Grievances, and Pensions, officially inaugurated the “Digital DARPG” Special Campaign 3.0 on September 29, 2023. This campaign, organised by the Department of Administrative Reforms and Public Grievances (DARPG), focuses on revolutionising service delivery and grievance redressal across India.

Under the overarching theme of “Digital DARPG,” several pivotal initiatives were unveiled during the launch. The objectives of the campaign encompass promoting unified service delivery portals nationwide, reducing pending public grievances, harnessing Artificial Intelligence (AI) and emerging technologies for effective grievance resolution, advocating sustainable practices, and ensuring efficient record management in government offices.

Unified Service Portals: DARPG initiated a crucial meeting involving 27 senior officials from states and union territories responsible for implementing the Right to Services Acts. Together, they identified 164 services that could be delivered on a pan-India basis as e-Services, in addition to the existing 56 mandatory e-Services. This move aims to streamline and digitise government services, making them more accessible to citizens. The states and union territories also discussed transitioning offline services to online platforms, emphasising the need for faceless and proactive service delivery. Currently, states and union territories offer 14,736 e-services, with Jammu & Kashmir leading the way with 1028 e-services. The commitment to adopting unified service portals was reaffirmed during this meeting.

Reducing Pendency in Public Grievances: In a bid to enhance the timely and quality resolution of public grievances, DARPG released its 17th Monthly Report on CPGRAMS on September 7, 2023. The report serves as a reminder to all ministries and departments to prioritise efficient grievance redressal. As of September 2023, the average grievance resolution time across all ministries and departments stands at 19 days.

Adoption of AI/ Emerging Technologies: On the same day, Minister Jitendra Singh unveiled two essential tools for grievance resolution. The Intelligent Grievance Monitoring System (IGMS) 2.0 Dashboard, developed in collaboration with IIT Kanpur, leverages Artificial Intelligence capabilities to provide instant analysis of grievances filed and disposed of, along with state-wise, district-wise, and ministry-wise data. This technology will assist officials in identifying the root causes of grievances, leading to more effective resolutions.

Bharat GPT Integration: DARPG has entered into a non-disclosure agreement with the Bharat GPT team led by IIT Mumbai to develop India-specific Large Language Models (LLM) powered by Bhashini. This initiative aims to provide a demonstrable large language model for the CPGRAMS platform, simplifying the redressal of citizen grievances.

In addition to these advancements, DARPG has demonstrated impressive progress during the initial week of the campaign. They have successfully resolved 145 public grievances, reviewed 100% of their files, identified 447 physical files for disposal, and completed the weeding out process for 140 files. Furthermore, 1317 e-files have been identified for closure, with all of them successfully closed in the e-Office.

The Department of Administrative Reforms and Public Grievances is determined to surpass the achievements of the previous Campaign 2.0 as it continues its efforts to improve government service delivery and grievance resolution during Campaign 3.0.

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