The Prime Minister's Office (PMO) grievance redressal portal is undergoing a significant transformation, integrating advanced technologies like AI-driven interfaces and chatbots to enhance efficiency and accessibility. This move aims to modernize the existing Centralized Public Grievance Redress and Monitoring System (CPGRAMS), making it more responsive to citizens' needs.

One of the key upgrades is the planned launch of an AI-powered chatbot on the CPGRAMS portal. This chatbot, developed by Bhashini, a division under the Digital India Corporation, will assist users in filing complaints and appeals. The goal is to simplify the registration process and provide faster support to grievance officers. Users can interact with the chatbot in a conversational manner, receiving guidance on how to articulate their issues and navigate the complaint submission process.

The integration of AI extends beyond the chatbot. For some time now, AI has been employed to categorize grievances based on location, even down to the village level, and to filter out spam entries. This helps in streamlining the grievance redressal process by directing complaints to the relevant authorities more efficiently. DARPG Secretary V Srinivas mentioned that AI is currently used to categorize grievances into approximately 22,000 different categories.

The next generation of CPGRAMS is scheduled to launch on July 1st, 2025, promising further enhancements. This includes features like grievance filing via WhatsApp and chatbot, voice-to-text lodging, instant alerts, and auto-escalation. Grievance Redressal Officers will benefit from machine learning-based auto-replies and auto-populated reports, which will significantly reduce their administrative burden. Monitoring bodies will also have improved tracking capabilities, allowing them to monitor grievances by grouping, sector, and Ministry.

These technological advancements are part of a broader effort to improve the quality and timeliness of grievance redressal. The Centre has already reduced the redressal time for public grievances to 21 days from 30 days. Revised guidelines emphasize the appointment of dedicated officers to handle complaints and ensure a "whole of government approach" to redressing grievances. Efforts are also being made to transfer grievances to the correct authority if they do not pertain to the receiving Ministry.

The CPGRAMS portal, launched in 2007, allows citizens to register, file grievances, and track their status using a unique ID. It accepts complaints on service-related issues and corruption allegations against government officials. If unsatisfied with the resolution, users can file appeals. To further improve the feedback process, integration with other mechanisms like WhatsApp and chatbots is planned, enabling citizens to file appeals through various modes.

The PMO receives a large number of public grievances, which are forwarded to the concerned Ministries, Departments, or State Governments. The registration number of the grievance is communicated to the petitioner, who can track the status online. Citizens can also inquire about the status of their letters telephonically.

The revamp of the grievance redressal portal aligns with the government's commitment to providing a hassle-free, speedy, and cost-effective grievance resolution process. Initiatives like the National Consumer Helpline (NCH) 2.0 also incorporate AI, speech recognition, translation, and chatbot technologies to improve consumer protection. The NCH enables consumers to file complaints in their local languages and provides real-time assistance through a multilingual chatbot. Grievances can be registered on the Integrated Grievance Redressal Mechanism (INGRAM) portal through various channels like WhatsApp, SMS, email, and the Umang app.

The modernization of the PMO's grievance redressal portal through AI and other advanced technologies represents a significant step towards a more responsive and citizen-centric governance. By simplifying the complaint process, providing faster support, and improving tracking mechanisms, the government aims to enhance transparency and accountability in public service delivery.