New Delhi, December 29, 2025:
In a significant step towards strengthening transparent and citizen-centric governance, the Government of the National Capital Territory of Delhi, under the leadership of Chief Minister Rekha Gupta, is set to launch an advanced AI-powered Intelligent Grievance Monitoring System (IGMS) in collaboration with the Indian Institute of Technology (IIT) Kanpur.
The initiative aims to transform the existing grievance redressal mechanism by integrating multiple complaint platforms into a single, intelligent, and unified digital system. The new platform will enhance efficiency, improve accountability, and ensure faster resolution of public grievances through the use of artificial intelligence and data analytics.
At present, citizens of Delhi submit complaints through various platforms such as the Public Grievance Management System (PGMS), LG Listening Post, CPGRAMS, and other departmental portals. However, due to the absence of a unified system, grievances often face delays, duplication, and lack of coordinated monitoring. The newly developed Intelligent Grievance Monitoring System will bridge this gap by integrating all existing platforms into one centralized dashboard.
The AI-driven system, being developed and implemented by IIT Kanpur, will utilize advanced technologies such as machine learning, semantic analysis, and data intelligence to streamline grievance handling. The platform will enable officials to view all complaints on a single dashboard, track their status in real time, and ensure timely resolution. It will also allow semantic search, enabling grievances to be searched by meaning rather than keywords, thereby improving accuracy and response time.
The system will include features such as automated department allocation, identification of recurring issues through root cause analysis, performance assessment of departments based on grievance resolution, and spam filtering to eliminate non-genuine complaints. Optical Character Recognition (OCR) technology will enable digitization of handwritten and scanned documents for smooth processing.
IIT Kanpur will be responsible for system integration, cybersecurity audits including vulnerability assessment and penetration testing, and long-term technical maintenance of the platform. The project has been designed to ensure data security, system reliability, and scalability as the volume of grievances continues to increase.
Speaking on the occasion, IT Minister Pankaj Kumar Singh stated that the Delhi Government is adopting advanced technology to strengthen governance and improve public service delivery. He said that the AI-based grievance redressal system will empower both citizens and government officials by providing real-time insights, enhancing transparency, and enabling swift decision-making. He added that the initiative reflects the government’s commitment to building a responsive, accountable, and citizen-friendly administration.
He further stated that the Intelligent Grievance Monitoring System is not merely a technological upgrade but a major step towards building trust between citizens and the administration. By ensuring that every grievance is acknowledged, analyzed, and resolved efficiently, the government aims to significantly improve service delivery and public satisfaction.
The launch of this AI-driven system marks an important milestone in Delhi’s digital governance journey and reflects the government’s vision of leveraging technology for inclusive, transparent, and efficient administration.
