On July 15, 2021, Defense Minister Rajnath Singh launched the Artificial Intelligence (AI) Energy Redressal Management Application called ‘CPGRAMS (Centralized Public Grievance Redress and Monitoring System) Application, developed by the Ministry of Defense (MoD) for the Indian Institute of Technology (IIT)-Kanpur.
- The troubleshooting management application is the first organization based on AI, data science, and machine learning (ML) techniques to improve the government’s general grievance redressal system.
- It has been reported that the AI-enabled CPGRAMS application would be very useful in analyzing and resolving millions of complaints received on CPGRAMs, a web-based organization via NICNET (National Informatics Centre Network).
Salient Features:
*The AI tool utility has the ability to understand the content (grievances) of people’s complaints and to analyze them automatically.
*It automatically categorizes content based on its content and identifies repeated complaints or spam.
*It is based on the geographical analysis of the complaints and the concerned office can find out whether the complaint has been adequately addressed or not. This minimizes human intervention, saves time and ensures transparency under grievance elimination.
*In August 2020, IIT Kanpur signed a tripartite Memorandum of Understanding (MoU) between MoD and Administrative Reforms and Public Grievances (DARPG) to develop AI and ML techniques for analyzing public grievances received at CPGRAM.