Subject: " MY GRIEVANCE " mobile app / NEEDS FOLLOWING FEW TWEAKS TO SPREAD LIKE WILD-FIRE
Congratulations, Shri Rajnath Singhji
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/
Where can you find more details ?
https://darpg.gov.in/public-
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
grievances.
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.
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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
Srl No | 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.
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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 |
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