Delhi Launches AI-Powered Intelligent Grievance Monitoring System

The Government of the National Capital Territory of Delhi, led by Chief Minister Rekha Gupta, has partnered with the Indian Institute of Technology (IIT) Kanpur to implement the Intelligent Grievance Monitoring System (IGMS). This AI-powered platform integrates existing portals, including the Public Grievance Management System, LG Listening Post, and the Centralised Public Grievance Redress and Monitoring System, into one unified dashboard.

The system utilizes semantic search, root cause analysis, and automated department routing to accelerate resolution times. It also includes a redressal efficacy ranking designed to help officials identify and address systemic issues. IIT Kanpur is managing the system integration, ongoing maintenance, and cybersecurity audits.

Delhi IT Minister Pankaj Kumar Singh described the transition as a shift toward data-driven insights and citizen-centric governance, noting that the platform is intended to make the administration more responsive and accountable.