The Defence Minister has recently launched an Artificial Intelligence (AI) powered grievance management application, marking a major step in technology’s role in government services. This AI-enabled project, which is the first of its kind, is geared towards using advanced technologies like AI, data science and Machine Learning in addressing public grievances. The move follows a similar initiative by the Chief Justice of India (CJI), who unveiled an AI-based portal ‘SUPACE’ in the judicial system to aid judges in legal research.
Project Overview
Designed as a citizen-centric reform, the AI-powered grievance management application is the result of collaborative efforts from the Ministry of Defence (MoD) and IIT-Kanpur. The unique aspect of this application is its ability to automate the process of handling and analysing public complaints. By minimizing human involvement, it aims to save time and increase transparency in dealing with grievances.
Significance of the Project
This groundbreaking project holds immense potential, particularly in understanding the nature of complaints, identifying regions most prone to grievances and facilitating crucial policy modifications. These benefits can bring about systemic improvements and alleviate recurring grievances. It also indicates a shift towards including AI-based innovations in governance and administration, setting a precedent for the usage of advanced technologies in public service.
Implications for Future
Should the AI-powered grievance management application prove successful in the Ministry of Defence, it could pave the way for its implementation across other ministries. This would revolutionise the way public complaints are addressed in various sectors, leading to swift resolution and improved satisfaction among citizens.
Role in CPGRAMS
The Centralized Public Grievances Redress and Monitoring System (CPGRAMS), a portal of the Department of Administrative Reforms & Public Grievances (DARPG), receives a large number of complaints from the public. The newly launched application could complement CPGRAMS in its role by offering technological assistance in tracking grievances and follow-ups. This could potentially enhance DARPG’s capability in monitoring and responding to public complaints, thereby ensuring quick redressal and increased public trust in government services.
Source of Information
The Press Information Bureau (PIB) provided comprehensive details regarding the launch of the AI-powered grievance management application, its potential implications, and the broader vision for integrating technology in public services. This source was instrumental in collating the necessary information for this facts-based article.
