CPGRAMS App: First AI-based Application for Governance and Administration

• 17 Jul 2021

On 15th July 2021, Defence Minister Rajnath Singh launched a first of its kind artificial intelligence (AI) based public grievance lodging application called Centralized Public Grievance Redress And Monitoring System (CPGRAMS).

• The application has been launched with the combined efforts of the Defence research Development Organisation (DRDO) under the Ministry of Defence and IIT Kanpur.
• The launch of the application marks the introduction of AI-based innovations into governance and administration in the country with an aim to improve grievance redressal in the Government.

About CPGRAMS

• CPGRAMS is an online web-enabled system that primarily aims to enable submission of grievances by the aggrieved citizens from anywhere and anytime (24x7) basis to Ministries/ Departments/ Organisations who scrutinize and take action for speedy and favorable redress of these grievances.

Role of AI Tool

• The AI tool developed as part of the initiative has the capability to understand the content of the complaint based on the contents therein. As a result, it can identify repeat complaints or spam automatically.
• This application will have great use in understanding the nature of complaints, geographies from where they emanate, and policy changes that can be introduced to create systemic improvements to address these grievances.

Issues not taken up for Redress under CPGRAMS

• Subjudice cases or any matter concerning judgment given by any court.
• Personal and family disputes.
• RTI matters.
• Anything that impacts upon territorial integrity of the country or friendly relations with other countries.
• Suggestions.