It is common for the grievance cell under the Prime Minister’s Office to receive complaints related to pension, delayed direct benefit transfers, land disputes etc. But the artificial intelligence-powered portal has, of late, been receiving thousands of complaints against private entities for redressal and help.
In the last eight months, the grievance cell has received at least 10,000 complaints against a leading ed-tech firm and over 12,000 complaints against cyber scammers and get-rich-quick apps.
Sample these:
Grievance with regard to my typing speed test for (BSF Head Constable Ministerial post) due to faulty keyboard and glitches in the computer assigned to me, which occurred during my test conducted at Khurda… request your authority to re-conduct my typing test at any location you deem fit and proper as I have been deprived of participating in the test on the terms notified by your authority.
I will be filing Rs 10 lakh compensation complaint against a … (leading ed-tech firm) for mental harassment and not reimbursing refund for the last 3-4 months… Please help.
They said to me that they were authorised traders and they would trade for me and give me the profit They produced before me their certificates etc to gain my trust, I trusted them and invested… later realised that they allured me and looted me… Refund my money please.
News18 has accessed the related documents referring to such complaints.
The grievance portal is managed by the Department of Administrative Reforms and Public Grievances (DARPG), which is directly supervised by the Prime Minister. The Enforcement Directorate is currently probing the ed-tech company in question, following a nudge from the PMO, while the complaints against cyber scammers were forwarded to concerned departments and agencies, said a senior IAS officer serving in DARPG.
The Power of AI
Apart from categorising the complaints, the concerns and the accused agencies and departments, the AI-based portal also lists the state-wise problem zones. A close look at the data reveals that Uttar Pradesh topped the list of states with the maximum number of complaints, while Delhi tops the list of cities as the worst problem zone.
The AI was developed by IIT-Kanpur and the programme was launched last year, said the officer quotes above. Across all government departments and ministries, DARPG is the first to run this fully AI-operated system that helps the department access complaints against all ministries, departments, agencies and even state governments. It also has a real-time tracking system for the complaints and redressal mechanism.
The AI system empowers an officer or a supervisor to opt for a semantic search and look at the core problem areas, issues of complaints and redress them accordingly. It functions like any other search engine (for instance Google).
“We have brought down the pendency of public grievances to large extent. The dashboard is analysed by the AI for better and speedy performance. We have mapped thousands of officers across concerned departments and ministries, who work round the clock for disposal and redressal of the complaints. PMO reviews the pendency and redressal reports regularly,” said V Srinivas, Secretary, DARPG.
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