DARPG Partners with Digital India Bhashini for Multilingual Grievance Redressal System
In a significant step towards improving public grievance redressal, the Department of Administrative Reforms and Public Grievances (DARPG) has announced a collaboration with Digital India Bhashini to implement a multimodal, multilingual e-Governance solution for the Centralised Public Grievance Redress and Monitoring System (CPGRAMS). This initiative aligns with the directives of Prime Minister Narendra Modi to enhance grievance redressal systems, making them more sensitive, accessible, and impactful.
The new multimodal and multilingual solution will allow citizens to file grievances on the CPGRAMS portal in 22 regional languages, providing an intuitive interface that simplifies the process. The system will also support voice-based grievance submission in regional languages, significantly improving accessibility and ease of navigation on the portal.
The integration of Bhashini with CPGRAMS marks a major milestone in AI-powered, multilingual citizen engagement. By removing language barriers, this solution ensures that citizens can easily access public services and address grievances, making the process more efficient and inclusive.
The collaboration between DARPG and Bhashini aims to create a roadmap for a more responsive, accessible, and effective governance system for the citizens. The new grievance redressal system is expected to go live by July 2025.
In the meantime, CPGRAMS has seen substantial progress, with over 56 lakh grievances addressed between November 2022 and February 2025. As per a recent update tabled in Parliament, from November 1, 2022, to February 28, 2025, a total of 52,36,844 grievances were received, and 56,63,849 grievances were successfully disposed of. However, as of February 28, 59,946 grievance cases remain pending within various ministries and departments of the Government of India.
The Minister of State for Personnel, Jitendra Singh, also mentioned that citizens could file grievances through over 5.1 lakh Common Service Centres (CSCs), further enhancing the accessibility of the system.
Additionally, in February this year, states and union territories redressed 50,088 public grievances, while the pendency of grievances on the CPGRAMS portal stood at 1,90,994, as reported in the monthly update by DARPG.
This collaboration between DARPG and Digital India Bhashini is poised to transform the grievance redressal process, ensuring that citizens across India have an accessible, responsive, and user-friendly system to address their concerns.
