Fix To India’s Grievance Backlog? AI-Human Intervention Move By Modi Government

With the usage of AI, the average resolution time has decreased from 66.26 days in 2023 to 48 days in 2024, “reflecting a substantial improvement in efficiency”. However, the target for the government is to bring it down to less than 10 days.

The Centre has been continuously holding training programmes for its officials to be able to resolve the cases. In 2024-25, more than 10,400 officers were trained for the cause. In 2022-23, the number was less than 8,500.

According to INDIA-AI, the use of AI-powered chatbots and automated workflows has minimised manual intervention, ensuring faster resolution of consumer complaints. Predictive analytics facilitates the identification of recurring grievance patterns, enabling proactive intervention to prevent escalation.

In a move that is expected to change the entire process drastically. The AI-human intervention is expected to help resolve these issues faster and more fairly. The process could be pathbreaking in a developing nation like India.

This will ensure that there will be a major change in how public complaints are processed. With lakhs of public grievance cases piling up every day, the system is under tremendous and constant pressure.

Sources stated that the government is trying to put into place a mechanism whereby AI reports are cross-checked by humans, as, currently, the AI technology is neither perfect nor foolproof. 

The Need For Tech-Based Solution

Prime Minister Narendra Modi has often pushed for the goal of achieving “Minimum Government, Maximum Governance”, a move that aims at cutting down on red tape while delivering better services to citizens.

The move, if implemented properly, could help reduce long delays, make the system more transparent, and rebuild trust in government and civic bodies.

“Right now, the system is overloaded. Many complaints get lost or delayed. With the help of a new process, we can sort, track, and act on these complaints faster and more fairly,” a government official said.

The sentiment in the government is that technology is a tool, but when used properly can make things better for citizens. Making the system accountable, easy to use would be the real challenge, sources said.

How AI Helps

• Faster Action: Complaints sorted automatically and prioritised.
• Spotting Bigger Issues: Larger issues can be addressed sooner after receiving repeated complaints from certain areas.
• Transparency: Complaint status trackable, ending frustration amongst citizens
• Planning: Departments respond more effectively as they track problems efficiently.  

What Needs to Be Done

For the AI integration plan to succeed, the government would need to ensure that the system put in place is simple. Its availability in multiple languages would be a necessity in a multilingual country like India.

The system would also need to evolve a way to keep human officials in the loop, especially for sensitive or complex cases so that an intervention is made at the requisite time.

A regulatory system would also be needed to make sure the process is fair while dealing with grievances.

There would also be a need to protect the personal data of individuals. Any system would need to put in mechanisms to maintain confidentiality.

The Union government had established a Centralised Public Grievance Redress and Monitoring System (CPGRAMS), an online portal operated by the Department of Administrative Reforms & Public Grievances (DARPG), in June 2007 to centralise registration of grievances.

It allowed citizens to file complaints round the clock, 24/7, against central and state government departments. Statistics show that CPGRAMS handles around 20‑30 lakh grievances each year. In 2024, about 29.23 lakh grievances were received. The AI-enabled system and its integration in the system is expected to ensure better resolution of public grievances, sources said.

A Step Towards Better Governance

The proposal also indicates that the government is taking citizen feedback seriously. If handled well, the process could lead to quicker resolutions, better delivery of public services, and stronger trust between the government and the people.

It is not just about fixing complaints but making citizens feel heard and respected.

The new process could mark a significant policy shift, clearing backlogs. It would also inject transparency while using an efficient and fair redressal mechanism. This will also enhance ease of living and ease of doing business parameters, and better delivery of government services.