Overview
- Called the Intelligent Grievance Monitoring System, the platform will merge PGMS, LG Listening Post and CPGRAMS into a single dashboard to cut duplication and delays.
- Core capabilities include semantic search to find issues by meaning and automated department prediction to route complaints more accurately.
- Additional tools span OCR for digitising documents, spam filtering, root-cause analysis to flag recurring problems and performance rankings of departments and regions.
- IIT Kanpur is tasked with system integration, cybersecurity audits such as vulnerability assessment and penetration testing, and ongoing maintenance.
- Officials say secure APIs and AI/ML will enable real-time monitoring and faster resolutions, with IT Minister Pankaj Kumar Singh calling the initiative a step toward more accountable, citizen-centric governance.