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

NEW DELHI. The Delhi government has partnered with IIT Kanpur to implement
an Intelligent Grievance Monitoring System (IGMS) aimed at improving
transparency and efficiency in public service delivery, Information Technology
Minister Pankaj Kumar Singh said. The AI-powered platform will integrate multiple
grievance redressal portals into a single unified dashboard, addressing issues such
as delays, duplication, and lack of oversight caused by the current fragmented
system. Citizens currently submit complaints through platforms like the Public
Grievance Management System, LG Listening Post, and CPGRAMS, which operate
independently despite serving similar objectives.
Developed by IIT Kanpur, the IGMS will use advanced artificial intelligence and
machine learning tools to enable semantic search, root cause analysis of recurring
grievances, department prediction, and spam filtering. IIT Kanpur will also handle
system integration, cybersecurity audits, vulnerability assessments, and ongoing
maintenance. The initiative is expected to improve complaint resolution timelines,
enhance administrative efficiency, and strengthen accountability. Singh said the
system would empower officials with data-driven insights and mark a significant
step toward responsive, citizen-centric governance in Delhi.