Dr. Jitendra Singh Launches Digital DARPG

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Advancing the “Digital DARPG” Initiative

On September 29, 2023, Dr. Jitendra Singh, Minister of State for Personnel, Public Grievances, and Pensions, initiated Special Campaign 3.0 within the Department of Administrative Reforms and Public Grievances (DARPG) under the theme “Digital DARPG.” This forward-looking campaign aims to digitize and streamline government services and improve grievance management.

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Fostering Unified Service Portals

Aligned with the “Digital DARPG” theme, the Department of Administrative Reforms and Public Grievances has taken significant steps in Special Campaign 3.0. These measures include the promotion of pan-India unified service delivery portals, the reduction of pending grievances, the integration of AI and emerging technologies for effective grievance resolution, and a focus on sustainability and efficient record management within the organization.

A Unified Approach to National Service Portals

As part of the campaign’s strategy, DARPG organized a meeting that brought together 27 senior officials, including Right to Service Commissioners from various states and union territories. The primary objective was to identify 164 services that could be delivered nationally as e-services, in addition to the existing 56 mandatory e-services. The meeting also involved sensitizing RTS Chief Commissioners about the “NeSDA Way Forward” publications from DARPG, which set the groundwork for the number of e-services offered by states and union territories. This approach encourages the adoption of unified service portals and underscores the importance of transitioning offline services to online platforms.

Tackling Grievance Backlogs

The campaign places a strong emphasis on reducing the backlog of unresolved public grievances. To achieve this, DARPG released the 17th Monthly report on CPGRAMS in September 2023. The report serves as a tool to create awareness among all Ministries and Departments about the necessity of timely and high-quality grievance resolution, resulting in an average grievance redressal time of 19 days across Ministries/Departments.

Embracing AI and Emerging Technologies: Digital DARPG

As a testament to its commitment to innovation, Dr. Jitendra Singh inaugurated the IGMS 2.0 Public Grievance portal and the Automated Analysis in Tree Dashboard portal on September 29, 2023. Developed in collaboration with IIT Kanpur, the Intelligent Grievance Monitoring System (IGMS) 2.0 Dashboard harnesses Artificial Intelligence to provide instant tabular analysis of grievances filed and resolved, offering state-wise and district-wise data. This advanced tool empowers officials to identify the root causes of grievances for more efficient resolution.

Leveraging Bharat GPT in CPGRAMS

Another noteworthy development involves DARPG’s partnership with the Bharat GPT team led by IIT Mumbai. This collaboration is centered on creating India-specific Large Language Models (LLM) powered by Bhashini. These models hold the promise of simplifying the resolution of citizen grievances in CPGRAMS, ultimately delivering a more user-friendly experience.

Conclusion: Digital DARPG

In addition to these initiatives, DARPG has achieved significant progress in addressing public grievances, with both physical and electronic files undergoing meticulous review and management to enhance overall efficiency. The department’s unwavering dedication to improving its performance in Special Campaign 3.0 underscores its commitment to providing enhanced governance and services.

Priti Palit

Priti Palit, an accomplished edtech writer, boasts a wealth of experience in preparing candidates for multiple government exams. With a passion for education and a keen eye for detail, she has contributed significantly to the field of online learning. Priti’s expertise and dedication continue to empower aspiring individuals in their pursuit of success in government examinations.

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