Excelsior Correspondent
NEW DELHI, May 30 : The Union Minister of State (Independent Charge) for Science and Technology and Earth Sciences, and Minister of State for PMO, Department of Atomic Energy, Department of Space, and Personnel, Public Grievances and Pensions, Dr Jitendra Singh, today launched the CPGRAMS AI-enabled Voice “Chatbot” “Samadhan Didi”, developed by the Department of Administrative Reforms and Public Grievances (DARPG) in collaboration with Bhasini, at Kartavya Bhawan, here.
Delivering the keynote address on the occasion, Dr Jitendra Singh termed the transformation to CPGRAMS AI-enabled Voice Chatbot as the “Democratization of the Public Grievance Mechanism” in the nation showcasing the Government’s unwavering commitment to enhance “Ease of Using” public services for citizens. He noted that a citizen-centric approach has remained at the core of governance reforms under the leadership of Prime Minister Narendra Modi.
Underscoring the transformative role of technology in public administration, the Minister noted that Artificial Intelligence is driving the democratization of grievance redressal – making it more accessible, responsive and efficient – and that AI-enabled tools are strengthening citizen engagement and improving the quality and speed of grievance resolution.
Emphasising that these steps are testimony of the Government’s Whole of the Nation approach, the Minister urged the States and other stakeholders to adopt and integrate AI-driven, voice-assisted tools like Samadhan Didi into their own state-level grievance portals to reach out to the last mile.
Highlighting the paradigm shift in the public grievance mechanism in the country in the last 12 years of the Modi Government, Dr. Jitendra Singh stated that when the Government assumed office in 2014, the grievance redressal system witnessed limited public participation, with only about 2 lakh grievances being registered annually, however, after the CPGRAMS reforms were undertaken, the number of grievances received through the system has now increased manifold to over 25 lakh every year. He underscored that this shift reflects growing public confidence in the Government’s responsive and citizen-centric approach when the grievance disposal rate has now crossed 95%.
The Minister observed that the Chatbot reflects the commitment to governance that reaches the last citizen. He said that India’s linguistic diversity must be an enabler of access rather than a barrier – embodying the spirit of a self-reliant, technologically sovereign India in which every citizen’s voice is heard, in their own words and in their own language.
The Minister further informed that efforts are underway to expand linguistic accessibility on the CPGRAMS platform. Beyond the 22 languages of the Eighth Schedule of the Constitution already supported, regional and indigenous languages such as Bhojpuri, Garo, Khasi and Mijo and Bodhi are being incorporated in a phased manner, ensuring greater inclusivity for citizens from diverse linguistic backgrounds.
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