Intelligent Grievance Monitoring System (IGMS) 2.0   

• The Department of Administrative Reforms and Public Grievances (DARPG) (Ministry of Personnel, Public Grievances and Pensions) launched IGMS 2.0.Public Grievance portal and Automated Analysis in Tree Dashboard portal.

ABOUT IGMS

• IGMS is an artificial intelligence (AI) driven Grievance Monitoring System.
• It aims to enhance the efficiency of the public grievance redressal process.
• Implementing Agency– DARPG in collaboration with IIT Kanpur
• IGMS 2.0 Dashboard has been implemented by IIT Kanpur following an MoU with DARPG on in 2021 for upgrading DARPG Information Systems (CPGRAMS) with Artificial Intelligence capabilities.
• Objective
  • To provide instant tabular analysis of Grievances Filed and disposed of.
  • Offer State-wise and district-wise Grievances Filed data.
  • Offer Ministry-wise data.
  • Enhance grievance redressal process with AI capabilities.

ABOUT CENTRALISED PUBLIC GRIEVANCE REDRESS AND MONITORING SYSTEM (CPGRAMS)

• CPGRAMS is an online platform available 24/7 forcitizens to lodge grievances related to service delivery.
  • It is a single portal connected to all the Ministries/Departments of Government of India and States.
• Developed by National Informatics Centre in association with Directorate of Public Grievances(DPG) and Department of Administrative Reforms and Public Grievances(DARPG).
• Citizens can track grievance status using a unique registration ID and use the appeal facility if not satisfied with the resolution by the Grievance Officer.
• CPGRAMS is now available in 22 scheduled languages and English.