Delhi Government Partners with IIT Kanpur to Launch AI-Driven Unified Grievance Redressal System

New Delhi, Dec 30 In a significant move aimed at improving public service delivery and strengthening transparency, the Delhi government has partnered with the Indian Institute of Technology (IIT) Kanpur to develop and implement an artificial intelligence-based grievance redressal platform called the Intelligent Grievance Monitoring System (IGMS). The initiative was announced on Monday by Delhi’s Information Technology Minister, Pankaj Kumar Singh. The new system is designed to address long-standing challenges in the way public complaints are handled in the national capital. At present, Delhi residents can file grievances through several different platforms, including the Public Grievance Management System (PGMS), LG Listening Post, the Centralised Public Grievance Redress and Monitoring System (CPGRAMS), and other department-specific portals. While these platforms were created to serve different needs, their lack of integration often leads to delays, repeated complaints, and limited overall monitoring. According to the minister, the upcoming AI-powered IGMS will bring all major grievance portals under one unified digital dashboard. This single platform will allow government officials to view, analyse, and track complaints more effectively, helping them resolve issues faster and more accurately. For citizens, it is expected to make the grievance redressal process more responsive and reliable. The system, being developed by IIT Kanpur, will use secure application programming interfaces (APIs) to connect multiple grievance portals. Advanced artificial intelligence and machine learning tools will then analyse the data collected from these platforms. This integration is expected to remove duplication, reduce confusion, and offer a clear picture of public concerns across departments. One of the key features of IGMS will be its unified dashboard, which will give officials a single, consolidated view of all complaints filed across various portals. The platform will also include a semantic search function, allowing users to search complaints based on their meaning rather than relying only on exact keywords. This will make it easier to identify related issues even when they are described differently by citizens. In addition, the system will carry out root cause analysis to detect common problems behind repeated grievances. By identifying patterns, departments can take corrective action at the source instead of addressing complaints one by one. The platform will also be able to predict which department a grievance should be sent to, helping reduce delays caused by misrouting. Spam and irrelevant complaints will be filtered out automatically, allowing officials to focus on genuine public concerns. IIT Kanpur will play a central role in the project. Apart from developing and integrating the system, the institute will conduct cybersecurity audits, including vulnerability assessments and penetration testing, to ensure that the platform remains secure. It will also be responsible for maintaining the system after its rollout. The Delhi government believes the initiative will improve accountability by making grievance handling more transparent and data-driven. Officials will have access to clear insights and performance indicators, helping them monitor response times and resolution quality across departments. Speaking on the initiative, Singh said the government is committed to using technology to better serve the people of Delhi. He noted that the AI-driven system will not only simplify grievance management but also support officials with meaningful data, enabling quicker and more informed decision-making. According to him, the project represents a step towards a more responsive, citizen-focused administration. The Intelligent Grievance Monitoring System aims to improve complaint resolution timelines, reduce administrative burden, and build greater trust between citizens and the government. By combining technology, data analysis, and institutional expertise, the Delhi government hopes the platform will transform how public grievances are handled and set a benchmark for digital governance in the country. Delhi Government Partners with IIT Kanpur to Launch AI-Driven Unified Grievance Redressal System The Delhi government has taken a major step towards smarter and more transparent governance by joining hands with IIT Kanpur to introduce an AI-powered grievance redressal platform called the Intelligent Grievance Monitoring System (IGMS). Announced by Delhi’s Information Technology Minister Pankaj Kumar Singh, the initiative aims to improve how public complaints are tracked, analysed, and resolved across the capital. At present, Delhi residents raise complaints through different portals such as the Public Grievance Management System (PGMS), LG Listening Post, CPGRAMS, and other department-level platforms. Since these systems work separately, complaints often get delayed, repeated, or overlooked. The new IGMS will bring all major grievance portals together on a single, unified dashboard, making it easier for officials to monitor and respond to issues in real time. Developed by IIT Kanpur, the AI-based system will use secure APIs along with artificial intelligence and machine learning tools to study complaint data. It will offer features like semantic search, which allows grievances to be found based on meaning rather than just keywords. The system will also conduct root cause analysis to identify common issues behind repeated complaints, helping departments fix problems at their source. Another key feature of IGMS is department prediction, which will automatically route complaints to the right department, reducing delays. Spam and irrelevant grievances will be filtered out, allowing officials to focus on genuine public concerns. IIT Kanpur will also handle system integration, cybersecurity audits, and long-term maintenance of the platform. According to the Delhi government, the IGMS is expected to improve complaint resolution timelines, boost administrative efficiency, and strengthen trust between citizens and the government. By using data-driven insights, officials will be better equipped to deliver faster and more accountable public services.