Daily Current Affairs : 25-October-2024

The Indian government is set to introduce an Artificial Intelligence (AI)-powered chatbot to improve the grievance redressal system through the Centralised Public Grievance Redress and Monitoring System (CPGRAMS). The goal of this initiative is to streamline the process of lodging and resolving grievances, making it more efficient for citizens to receive timely assistance.

Overview of CPGRAMS and Grievances in India

CPGRAMS is a platform where citizens can file complaints about various issues they face with government departments. Since its launch, CPGRAMS has seen a significant number of grievances being lodged. As of November 30, 2023, a total of 45 lakh grievances have been filed by citizens, with 37 lakh citizens registering on the platform between 2019 and 2023.

In 2023 alone, the average time for resolving grievances was about 17 days, which shows an improvement in the speed of grievance disposal. This indicates the effectiveness of the system in addressing the concerns of the people.

Grievance Trends by Sector and State

  • Top 3 Departments with the Most Grievances:
    • Department of Financial Services (Banking): 1.61 lakh grievances
    • Ministry of Labour and Employment: 1.50 lakh grievances
    • Department of Agriculture and Farmers Welfare: 1.15 lakh grievances
  • Top 3 States with the Most Grievances:
    • Uttar Pradesh: 2.31 lakh grievances
    • Gujarat: 45,062 grievances
    • Assam: 41,837 grievances

These statistics reflect the diverse issues faced by citizens across different sectors and regions, highlighting the need for a more accessible and effective grievance resolution system.

Role of AI in Streamlining the Process

The introduction of an AI-powered chatbot is expected to significantly improve the grievance filing process. With AI, the chatbot will be able to:

  • Provide Instant Assistance: Citizens can receive immediate responses to their queries.
  • Automate Grievance Filing: The chatbot can guide users through the process of submitting complaints.
  • Ensure Accuracy: AI can help in accurately categorizing and prioritizing grievances based on urgency and complexity.

Important Points:

  • AI Chatbot Introduction: The Indian government plans to introduce an AI-powered chatbot on CPGRAMS to streamline grievance filing and resolution.
  • CPGRAMS Overview:
    • 45 lakh grievances filed by November 30, 2023.
    • 37 lakh citizens registered on CPGRAMS between 2019-2023.
    • Average resolution time in 2023: Grievances resolved within an average of 17 days.
  • Top 3 Departments with the Most Grievances:
    • Department of Financial Services (Banking): 1.61 lakh grievances.
    • Ministry of Labour and Employment: 1.50 lakh grievances.
    • Department of Agriculture and Farmers Welfare: 1.15 lakh grievances.
  • Top 3 States with the Most Grievances:
    • Uttar Pradesh: 2.31 lakh grievances.
    • Gujarat: 45,062 grievances.
    • Assam: 41,837 grievances.
  • AI Chatbot Benefits:
    • Provides instant assistance to users.
    • Automates grievance filing, making the process easier.
    • Categorizes and prioritizes grievances based on urgency and complexity.
  • Expected Impact:
    • Improved efficiency in grievance resolution.
    • Faster response times and reduced delays.
    • Enhanced citizen-government trust and better accountability.

Why In News

The Indian government is set to introduce an AI-powered chatbot on the Centralised Public Grievance Redress and Monitoring System (CPGRAMS) to streamline grievance lodging processes. This initiative aims to enhance the efficiency and accessibility of the system, making it easier for citizens to voice their concerns and receive timely resolutions.

MCQs about AI-powered Chatbot for Grievance Redressal

  1. What is the primary goal of introducing the AI-powered chatbot on CPGRAMS?
    A. To automate the grievance disposal process
    B. To streamline the grievance lodging process
    C. To improve government transparency
    D. To reduce the number of grievances filed
    Correct Answer: B. To streamline the grievance lodging process
    Explanation: The AI-powered chatbot is being introduced to simplify and improve the process of lodging grievances, making it more efficient and accessible for citizens.
  2. Which department received the most grievances in 2023 according to the data?
    A. Ministry of Labour and Employment
    B. Department of Agriculture and Farmers Welfare
    C. Department of Financial Services (Banking)
    D. Ministry of Health and Family Welfare
    Correct Answer: C. Department of Financial Services (Banking)
    Explanation: The Department of Financial Services (Banking) had the highest number of grievances in 2023, with 1.61 lakh complaints filed.
  3. What is one of the key benefits of using the AI chatbot in the grievance process?
    A. It can automatically resolve grievances without human intervention.
    B. It ensures faster responses and more accurate grievance categorization.
    C. It reduces the number of grievances filed on the platform.
    D. It replaces the need for citizens to register on CPGRAMS.
    Correct Answer: B. It ensures faster responses and more accurate grievance categorization.
    Explanation: The AI chatbot helps improve the efficiency of grievance handling by providing quicker responses, guiding users through the filing process, and categorizing grievances based on urgency and complexity.

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