Artificial Intelligence (AI)-powered grievance management application

• Raksha Mantri Shri Rajnath Singh launched an Artificial Intelligence (AI)-powered grievance management application in New Delhi on July 15, 2021, developed by the Ministry of Defence with the help of IIT-Kanpur.
• This is the first AI-based system developed to improve grievance redressal in the Government.
• The AI tool developed as part of the initiative has the capability to understand the content of the complaint based on the contents therein. As a result, it can identify repeat complaints or spam automatically.
• Based on the meaning of the complaint, it can categorise complaints into different categories even when keywords normally used for such search are not present in the complaint.
• It enables geographical analysis of complaints in a category including analysis of whether the complaint was adequately addressed or not by the concerned office.
• Easy user-friendly search enables users to formulate their own queries/categories depending on management requirements and seek performance results based on the query.
• Given that lakhs of complaints are received on the CPGRAMS portal of DARPG, this application will have great use in understanding the nature of complaints, geographies from where they emanate and policy changes which can be introduced to create systemic improvements to address these grievances.

A tripartite MoU for the project was signed by the Department of Defence, MoD, DARPG and IIT, Kanpur on August 04, 2020.  

• The release of this application marks the introduction of AI-based innovations into governance and administration.
• This project is the first of its kind initiative of the Government for using AI, data science and Machine Learning techniques in grievance redressal.
• The success of this project in MoD will pave the way for the extension of this application across other Ministries.
• The MoD and IIT, Kanpur intend to drive their collaboration forward in the coming years, seeking to better leverage the use of AI for the disposal of citizens' complaints.
• The web-based application has been jointly developed by the Department of Defence, MoD; DARPG and a team of IIT Kanpur comprising Professors Shalabh, Nisheeth Srivastava and Piyush Rai.

‘National Mission on Pilgrimage Rejuvenation and Spiritual, Heritage Augmentation Drive’ (PRASHAD)

• The ‘National Mission on Pilgrimage Rejuvenation and Spiritual, Heritage Augmentation Drive’ (PRASHAD) is a Central Sector Scheme fully financed by the Government of India launched by the Ministry of Tourism in the year 2014-15 with the objective of integrated development of identified pilgrimage and heritage destinations.
• The scheme aimed at infrastructure development such as entry points (Road, Rail and Water Transport), last mile connectivity, basic tourism facilities like Information/ Interpretation Centers, ATM/ Money exchange, eco-friendly modes of transport, area Lighting and illumination with renewable sources of energy, parking, drinking water, toilets, cloakroom, waiting rooms, first aid centres, craft bazars /haats/ souvenir shops/ cafeteria, rain shelters, Telecom facilities, internet connectivity etc. The project “Development of Varanasi Under PRASHAD Scheme – Phase II” was approved by the Ministry of Tourism with the cost of Rs. 44.69 crores in Feb. 2018.
• The components viz. ‘Panchkoshi Path’, ‘Pilgrim Facilitation Center’, ‘Rameshwar’, ‘Road Development’ and ‘Signages’ have been successfully completed and dedicated to the nation.
• The project “Development of River Cruise in Varanasi under PRASHAD Scheme” was approved by the Ministry of Tourism with the cost of Rs. 10.72 crores in Feb. 2018.
• The components viz. ‘Passenger Cum Cruise Vehicle’, ‘Modular Jetty’, ‘Audio Visual Interventions’, and ‘CCTV Surveillane’ have been successfully completed and dedicated to the nation.