The Delhi government is set to launch an AI-powered Unified Grievance Redressal System in collaboration with IIT Kanpur, aimed at speeding up complaint resolution and enabling real-time monitoring of public grievances, officials announced on Monday.

Currently, Delhi residents can lodge complaints through multiple portals, including the Public Grievance Management System (PGMS). While these portals serve important functions, their disconnected operation often leads to delays, duplication, and limited oversight, the official statement said.

The new AI-based platform will integrate Delhi’s main grievance redressal portals into a single, unified dashboard, allowing for smarter analysis, faster resolutions, and improved public service delivery. This unified system will provide a comprehensive view of grievances filed across PGMS, LG Listening Post, Centralised Public Grievance Redress and Monitoring System, and other portals.

Key Features of the AI System

• Semantic Search: Citizens and officials will be able to search complaints using natural language queries, eliminating the need to rely solely on keywords.
• Root Cause Analysis: The platform will identify underlying patterns and recurring issues to enable proactive solutions.
• Automatic Routing: Complaints will be automatically directed to the appropriate department, reducing delays in handling.
• Performance-Based Rankings: Departments and regions will be evaluated and ranked based on grievance resolution outcomes, promoting accountability.
• Digitisation: Handwritten or typed complaint documents will be digitised for faster and more efficient processing.

IIT Kanpur will oversee system integration, cybersecurity audits, and portal maintenance, ensuring the platform’s reliability and security.

Delhi IT Minister Pankaj Kumar Singh said, “We are embracing technology to serve Delhi’s citizens better. This AI-driven grievance monitoring system will not only integrate multiple portals but also empower our officials with data-driven insights. It is a leap toward responsive, accountable, and citizen-centric governance.”

The Intelligent Grievance Monitoring System, leveraging artificial intelligence and machine learning, is designed to consolidate, analyse, and monitor public grievances. By streamlining complaint management and enhancing efficiency, the system aims to reduce resolution times, improve transparency, and strengthen trust between the government and citizens.

This initiative marks a significant step in modernising Delhi’s administrative processes, bringing data-driven governanceto the forefront of public service.