What for ?
For launching
Mobile App “ My Grievance “
How does it help common citizen ?
It aims at enabling the submission of the grievances by the
aggrieved citizens from anywhere and anytime basis to the Departments/Ministries/Organisations
who can scrutinize and take action for the speedy and
favourable redress of these grievances.
Where can you find more details ?
https://darpg.gov.in/public-grievances
Context :
Defence
Minister Rajnath Singh launches AI-powered grievance management application
( JagranJosh
/ 16 July 2021 )
Extract :
Ø
The Union Defence Minister Rajnath Singh on July 15, 2021, launched an Artificial-Intelligence
powered application.
Ø
The app which will improve the grievance redressal in the Central Government has been
developed by the Ministry of Defence with the help of IIT Kanpur.
Ø
According to an official
statement, the app will be the first AI-based system that has been developed to improve grievance
redressal in the Government.
Ø The Minister of State for Personnel, Public
Grievances & Pensions Jitendra Singh was also present at the launch event of the
AI-powered application.
Ø As per the statement by the Defence Ministry,
given that lakhs of complaints are
received on the CPGRAMS portal (Centralised Public Grievance Redress and
Monitoring System Portal) of the Administrative Reforms and Public
Grievances Department, this new application will have great use in,
# understanding the nature of complaints,
# geographies from where they originate as well as
# the policy changes that can be introduced to create systematic
improvements for addressing these
How AI-Powered app will function and handle complaints ?
1.
The AI-Powered app will automatically handle as well as analyse the complaints of the people. It will also reduce human intervention, save time and will bring more transparency to their disposal
2.
The Artificial
Intelligence tool will have the capability of understanding the content of the complaint
and can identify repeats or spam
automatically.
3.
The app, based on the meaning of the complaint, categorise them even when the keywords that are
normally
used for such searches are not present in the complaint.
4.
The Artificial Intelligence
tool will enable the geographical analysis of the complaints in a category and
will
identify whether it was adequately addressed by the office concerned.
=============================================
MY TAKE :
Ø
8
YEARS ago, I had suggested a Mobile App as follows :
I
SIN><U SIN (I Seek It Now>< U Solve It Now)[18 Aug 2013 ]
Ø
Following is a simplified comparison between my suggestion and My Grievance
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App Feature |
Comments |
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1 |
To be developed by |
By Home Ministry |
Defence Ministry |
Hardly matters who |
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2 |
Purpose |
To successfully
implement “ Delivery of Services “ Act |
Speedy redress of
Grievances |
Appropriate |
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3 |
How to install |
To be pre-installed on
mobiles to be given free to citizen |
Download / Install from
Google Play-store on your mobile |
Easy process |
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4 |
Register /Login |
No login since Govt will
enter Aadhar No of citizen before issuing |
Fill up Registration Form ( 14
Fields) Separate Login ( Mobile No / Password / Security
Code ) Sign Up: One time sign up
is required to get User Login. Seamless Sign Up : Sign Up can be
done either from CPGRAMS in UMANG or using sign-up form available at
https://pgportal.gov.in |
“ My
Grievance “ is a sensible solution with simple and intitutive user
interfaces |
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5 |
USER INTERFACES |
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(A) |
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Selection of Govt |
Not provided |
Provides for selecting, # Central Govt, # Any State Govt, # Others |
This is a good feature |
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(B) |
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Selection of a Govt Dept by
name ( to whom grievance is addressed ) |
YES # By touching from a
drop-list of ( max ) 50 “ Category
of Complaint “ , such as : # Garbage Clearance # Water Supply # Electric Supply # Roads Repair # Rationing (
Food Distribution ) # Police # Bus
Transport # Railways # Post # Employment # Education # Irrigation # Building
Permits # Revenue /
Land Records # Anti
Corruption # Other |
NO “Ministry Name “ is a
misnomer where it means, “ State Name “ Pl correct |
Just asking user to
select a State Name ( to whom, he wants to send his complaint ), is not good enough ! Although AI software claims to
figure out the “ Category of Complaint “ from the keywords in the text
message, I think , it would be HIGHLY DESIRABLE to
provide a drop-list of “ Categories “, as suggested in I SIN > < U SIN “ Categories of Complaints “ drop-list,
quickly enables a user to: # ZERO IN on one subject # STAY FOCUSSED on that Subject # SHARPLY DEFINE his Complaint # Refrain from rambling |
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(C) |
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How to submit |
# Touch Dept Name # SMS- Box opens # Type Grievance ( option of 14 languages ) # OR, user can read
aloud his
complaint (in
14 languages ) # Click SEND |
Dashboard: A Dashboard for
lodging and monitoring after login Provision for Typing only |
Considering that : # Great majority of our
rural / illiterate – semi literate citizen find it very difficult to type in English ( that too, on a tiny mobile screen ) # Speech-to-Text recognition and Language Translation
techs are the forte of AI – and are widely / commercially available for
plug-in, I strongly URGE the Govt
to quickly come-up with V 2.0 of My Grievance, which enables users to submit their complaints by simply SPEAKING This improvement will
accelerate the adoption of My Grievance, like wild-fire This is no more, a
ROCKET SCIENCE, looking at : # GPT-3 # Wu-DAO 2.0 Ref : https://home.iitd.ac.in/show.php?id=29&in_sections=Press |
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6 |
Acknowledgement |
Within seconds of SEND,
user receives SMS
giving following details : # Name of
Officer responsible # Office
Landline No # Mobile No # Email Id # Complaint No # Expected
date of solving |
User can track his / her grievance in
real time mode. SMS and email acknowledgement at the time of lodging of grievance and its disposal “ My Grievance “ did provide
following information ( after Login at View Status)and filling up : # Complaint No # Mobile No # Name Of Complainant
Hemen # Date of Receipt
18/07/2021 # Grievance Description There is lot of garbage on
footpaths adjoining Sardar Patel gardens on Lallubhai Park road, Añdheri west
, Mùmbai # Current Status
Grievance received # Date of Action
18/07/2021 # Forwarded to
Maharashtra # Officer Name
Shri. J.J.Valvi # Officer Designation
Deputy Secretary. # Email Address # Contact Number
02222883286 ---------------------- ( Option to PRINT ) |
I am very happy that “My
Grievance” does make available to the user, most of the info suggested by me
( in I SIN > < U SIN ), But, it does so only
after a lot of form-filling hassle I strongly urge the Govt
to SMS these info to User, immediately upon lodging the
complaint – and without the need for any waiting / filling up of forms This SHORT-CUT will
vastly boost the trust / faith of the concerned citizen that someone ( a
human – and not a computer ! ) is attending to his complaint 1 |
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7 |
Status Report |
Publish online : Ø Tabulation of departments , arranged
in the descending order of the no of complaints, Ø Received Ø Pending Ø Cleared |
Grievances lodged
by the user is available under categories like, # Total # Pending # Disposed. Facility to send reminder to lodged
grievances and feedback
for disposed grievances. Refer : https://pgportal.gov.in/Home/ProcessFlow https://pgportal.gov.in/Status |
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ADDITIONAL SUGGESTIONS / COMMENTS :
Ø Link > “ Grievance
> Rate Grievance “ is dysfunctional
Ø At present, Grievance-related
STATISTICS are provided ( on CPGRAMS portal ) at the entire STATE-LEVEL . This will enable some
comparison between different States. Over a course of time, NITI Aayog may even
develop a GRIEVANCE REDRESSAL INDEX which will tell us the RANKING of States
Ø In V 2.0 of the App, Govt should” fine-tune “
the data compilation at the DEPARTMENT
LEVEL ( within each State )and compile Dept-wise INDICES for inter-departmental ranking
Ø In V 3.0 of the App, there
should be still further “ fine tuning “ of all the Complaints ( received /
disposed off ) , OFFICER WISE and
develop a PERFORMANCE
RATING INDEX for
each officer. This INDEX must be linked with the ANNUAL INCREEMENT and PROMOTIONS of the officers ( - a very
common practice in most large / efficient / output-oriented , Private Sector
Organizations )
This final step will bring about a REVOLUTION in
GOVERNANCE as far as ACCOUNTABILITY of the officers is concerned
With regards,
Hemen Parekh
/ hcp@RecruitGuru.com / 19 July 2021
Related
readings :
CPGRAMS …………………………………………………[
29 May 2019 ]
Extract :
Ø An upgraded Centralised Public
Grievance Redress and Monitoring System (CPGRAMS) will be launched within the next three months for better ‘optimisation’ of the
‘grievance redressal time’ to
shorten the processing period.
Ø This will allow the public to indicate sector / department wise
grievances for faster processing.
Without doubt,
CPGRAMS sounds much more impressive than my earlier emailed
suggestion,
I SIN > < U SIN [ 18 Aug 2013 ]
Ø
I hope latest
version of CPGRAMS implements ALL the features of I SIN > < U SIN
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