NEW DELHI: In a major push to revolutionize public grievance redressal and enhance accessibility, the Union Minister of State for Personnel, Public Grievances and Pensions, Dr Jitendra Singh, officially launched the CPGRAMS AI-enabled Voice Chatbot named “Samadhan Didi” at Kartavya Bhawan, New Delhi.
Developed by the Department of Administrative Reforms and Public Grievances (DARPG) in collaboration with the language technology platform Bhashini, the voice-assisted tool aims to democratize the public grievance mechanism across India.
Key Operational Features of ‘Samadhan Didi’
The AI-driven chatbot introduces a shift from traditional text-heavy, bureaucratic filing to an intuitive, voice-first citizen interface:
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Multilingual Voice Filing: Citizens can now lodge their administrative grievances simply by speaking in their native language and describing their concerns in plain words.
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Automated Classification: Users do not need prior knowledge of government hierarchies. The chatbot analyzes the spoken concern, asks targeted clarifying questions, and automatically identifies the appropriate Ministry, Department, category, and sub-category to route the complaint.
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Bhashini Integration: The system merges Bhashini’s localized language models with specialized AI classification algorithms trained on historical CPGRAMS data to ensure accurate linguistic processing.
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Sovereign Data Security: To maintain strict user privacy and data security, the entire application has been built and deployed within secure, dedicated government IT infrastructure.
Phased Expansion of Regional Languages
To bridge the accessibility gap in rural and remote regions, the Ministry is executing a phased expansion of the platform’s linguistic capabilities:
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Eighth Schedule Coverage: The platform already supports all 22 official languages listed under the Eighth Schedule of the Constitution.
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Indigenous and Regional Dialects: In subsequent implementation phases, the system will integrate regional and indigenous languages, including Bhojpuri, Garo, Khasi, Mizo, and Bodhi, to foster greater inclusivity.
Escalation in Public Grievance Volumes (2014 vs. 2026)
Highlighting the structural overhaul of India’s grievance mechanisms over the past 12 years under the Modi administration, Dr Jitendra Singh shared comparative performance metrics showing increased public trust:
| Metric Parameter | Pre-Reform Era (2014) | Current Performance (2026) |
| Annual Grievance Registrations | ~2 Lakh per annum | Over 25 Lakh per annum |
| Grievance Disposal Rate | Limited Participation | Crossed 95% |
Institutional Integration and Global Benchmarking
Terming the initiative an embodiment of the government’s “Whole of the Nation Approach,” Dr Jitendra Singh strongly urged state governments and external stakeholders to replicate this framework. He called for the rapid integration of AI-driven, voice-assisted tools like “Samadhan Didi” into state-level grievance portals to ensure administrative reach extends to the last mile.
The Minister concluded by noting that CPGRAMS has successfully emerged as a global model for citizen-centric governance, demonstrating how advanced technology can be leveraged to enhance transparency, institutional accountability, and trust between the public and the state.
