Intelligent Grievance Monitoring System (IGMS) 2.0

2023 OCT 2

Preliminary   > Governance   >   e-Governance   >   Governance

Why in news?

  • The Union Minister of State for Personnel has launched the Intelligent Grievance Monitoring System (IGMS) 2.0 public grievance portal.

About IGMS 2.0

  • IGMS is an artificial intelligence (AI) driven Grievance Monitoring System. It aims to enhance the efficiency of the public grievance redressal process.
  • Developed by the Department of Administrative Reforms and Public Grievances (DARPG) in collaboration with IIT Kanpur.


  • Provide instant tabular analysis of Grievances Filed and disposed of. 
  • Offer State-wise and district-wise Grievances Filed data.
  • Offer Ministry-wise data.
  • Enhance grievance redressal process with AI capabilities.


  • In India, the common man raises around 20 lakh grievances annually on the CPGRAMS portal. However, manually classifying and monitoring these grievances is a challenging and time-consuming task. 
  • Therefore, the launch of the IGMS 2.0 Dashboard will significantly expedite the grievance redressal process, enabling the concerned ministries and departments to respond more effectively.


  • Centralized Public Grievances Redress and Monitoring System (CPGRAMS) is a web based application that facilitates ministries or departments to receive, forward and monitor grievances.
  • The system was developed by National Informatics Centre in association with Directorate of Public Grievances(DPG) and Department of Administrative Reforms and Public Grievances(DARPG).
  • The system provides online access to all citizens including those in Armed Forces personnel to report their grievances.
  • It also allows the ministries to monitor the grievances and ensure their time-bound redressal.



Consider the following statements:

  1. IGMS is an artificial intelligence (AI) driven Grievance Monitoring System developed by DARPG in collaboration with IIT Kanpur
  2. It will replace the earlier Centralised Public Grievance Redress and Monitoring System (CPGRAMS)

Which of the statements given above is/are correct?

(a) 1 only

(b) 2 only

(c) Both 1 and 2

(d) Neither 1 nor 2