The Delhi government is poised to revolutionize how citizens' complaints are handled with the upcoming launch of an artificial intelligence-powered unified grievance monitoring platform. Developed in collaboration with the Indian Institute of Technology (IIT) Kanpur, this initiative aims to drastically cut resolution times and bring unprecedented transparency to public administration.
A Unified Dashboard to End Portal Silos
Named the Intelligent Grievance Monitoring System (IGMS), the new platform will integrate three major existing complaint portals into a single, cohesive dashboard. These are the Public Grievance Management System (PGMS), the LG Listening Post, and the Centralised Public Grievance Redress and Monitoring System (CPGRAMS).
According to an official statement released on Monday, December 30, 2025, the current siloed operation of these separate systems often results in delays, duplication of complaints, and a lack of comprehensive oversight. The AI-driven IGMS is designed specifically to overcome these hurdles by providing a consolidated view for both citizens and officials.
Smart Features for Smarter Governance
The IGMS is not merely an aggregator; it is equipped with advanced technological tools to streamline the entire grievance lifecycle. A key feature is semantic search, which will allow users to find complaints based on meaning and context, going beyond simple keyword matching.
The system will employ machine learning and secure APIs (Application Programming Interfaces) for automated routing of complaints to the correct department, ensuring they reach the right desk without manual intervention. To handle physical documents, Optical Character Recognition (OCR) technology will digitize handwritten or scanned submissions.
For government officials, the platform will be a powerful analytical tool. It will enable real-time tracking of grievances across different departments and geographical regions, assess departmental response times, and identify recurring issues. Perhaps most significantly, it will perform root cause analysis to flag systemic problems behind frequent complaints and generate performance rankings for departments based on their redressal efficiency.
Citizen-Centric Governance in Action
Delhi's Minister for Information Technology, Dr. Pankaj Kumar Singh, emphasized the transformative potential of the system. "We are embracing technology to serve Delhi’s citizens better," he stated. "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 move underscores the Delhi government's commitment to leveraging cutting-edge technology for public service delivery. By providing a single window for complaints and using AI to analyze and expedite resolutions, the IGMS platform aims to enhance public trust and set a new benchmark for administrative efficiency in urban governance.
