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Intelligent Grievance Monitoring System (IGMS) 2.0


Recently, the union Minister of State (Independent Charge) Science & Technology, MoS Personnel, Public Grievances, Pensions launched the Intelligent Grievance Monitoring System (IGMS) 2.0


GS II: Polity and Governance

Dimensions of the Article:

  1. Intelligent Grievance Monitoring System (IGMS) 2.0
  2. CPGRAMS (Centralised Public Grievance Redress and Monitoring System)

Intelligent Grievance Monitoring System (IGMS) 2.0

  • IGMS 2.0 is a public grievance portal and Automated Analysis in Tree Dashboard portal implemented by IIT Kanpur for the Department of Administrative Reforms and Public Grievances (DARPG). Here are the key details:
  • Objectives:
  • IGMS 2.0 serves as a Dashboard providing instant tabular analysis of grievances filed and disposed of.
  • It offers state-wise and district-wise data on grievances filed and ministry-wise data.
  • The system helps officials identify the root cause of grievances.
  • It supports the DARPG in creating draft letters for selected schemes or ministries, expediting the grievance redressal process by the concerned ministry or department.
  • IGMS 2.0 is equipped with Artificial Intelligence (AI) capabilities.

CPGRAMS (Centralised Public Grievance Redress and Monitoring System):

  • CPGRAMS is an online platform available to citizens 24×7 for lodging grievances related to service delivery with public authorities.
  • It acts as a single portal connected to all Ministries/Departments of the Government of India and States.
  • Each Ministry and State has role-based access to the system.
  • Citizens can access CPGRAMS through a standalone mobile application downloadable from the Google Play store and through a mobile application integrated with UMANG.
  • The system provides a unique registration ID to track the status of filed grievances.

December 2023