CPGRAMS IGMS 2.0 — India's AI Layer for National Citizen-Grievance Triage

CPGRAMS is India's single national portal for citizens to lodge grievances against any central ministry, state or union territory, handling roughly 20 lakh (2 million) complaints a year across 92-plus ministries and 36 states/union territories. In October 2023 the Department of Administrative Reforms and Public Grievances (DARPG) launched the Intelligent Grievance Monitoring System (IGMS 2.0), built with an IIT Kanpur team under a December 2021 MoU.

IGMS 2.0 adds automated grievance categorisation and department prediction, spam/duplicate detection, root-cause pattern analysis across recurring complaint clusters, and draft-response assistance for officials, while keeping a human reviewer in the loop for substantive resolution. A May 2026 addition, the AI voice chatbot 'Samadhan Didi', lets citizens file complaints verbally using the same classification backend.

IIT Kanpur reports that average disposal time for central ministries and departments fell from 32 days in 2021 to 18 days in 2023, coinciding with the IGMS 2.0 rollout, and that roughly 11.55 million grievances were redressed cumulatively between 2020 and 2024 (2.65 million in 2024 alone, an all-time high). An independent review by the Indian policy institute IMPRI corroborates that the AI-based spam/duplicate detection is genuinely operational, but cautions that faster disposal has not translated proportionally into resolution quality.

Citizen satisfaction 'barely exceeds 50%' per the IMPRI review, many closures are templated ('matter forwarded', 'noted for future action') rather than substantive, and accountability is weakened because reviewing officials often share the same administrative cadre as those being complained about.