Date: 2026-05-30Category: Press ReleaseState: Union GovernmentCountry: India
Minister of State (PP) Dr Jitendra Singh launches the CPGRAMS AI-enabled Voice 'Chatbot' ‘Samadhan Didi’; terms it as Democratization of Public Grievance Mechanism in India
**Executive Summary**
On May 30, 2026, Minister of State Dr. Jitendra Singh launched "Samadhan Didi," an AI-enabled voice chatbot for the Centralized Public Grievance Redress and Monitoring System (CPGRAMS). Developed by the DARPG in collaboration with Bhasini, the tool aims to democratize the public grievance mechanism by allowing citizens to lodge complaints in their native languages. State governments and other stakeholders are urged to adopt and integrate similar AI-driven tools into their respective grievance portals to enhance service accessibility.
**Key Points / Main Content**
**Features and Functionality**
* **Voice-Enabled Grievances:** Citizens can file grievances by speaking in their native language rather than typing.
* **Automatic Classification:** The chatbot uses AI to identify the correct Ministry, Department, and grievance category based on plain-language descriptions.
* **User Simplification:** Users do not need prior knowledge of government hierarchies or specific sub-categories to lodge a complaint.
* **Clarification Process:** The system asks relevant clarifying questions to ensure the grievance is filed with the correct authority.
**Technological Integration and Security**
* **Collaborative Development:** The system integrates Bhashini’s language capabilities with classification models trained on CPGRAMS data.
* **Data Privacy:** The tool was developed within secure Government infrastructure to ensure the privacy of citizen data.
* **Linguistic Inclusivity:** Beyond the 22 scheduled languages, the system is phasing in regional and indigenous languages, including Bhojpuri, Garo, Khasi, Mijo, and Bodhi.
**Performance and Governance Trends**
* **Increased Participation:** Annual grievance registrations have risen from approximately 2 lakh in 2014 to over 25 lakh.
* **High Resolution Rate:** The grievance disposal rate has currently surpassed 95%.
* **Citizen-Centric Approach:** The reform is part of a "Whole of the Nation" approach intended to improve the quality, speed, and transparency of grievance resolution.
**Impact Analysis**
**Indian Citizens**
**Impact**
Citizens gain a simplified, multilingual platform that removes linguistic and technical barriers to accessing government services. It allows for "Ease of Using" public services, ensuring voices from diverse linguistic backgrounds are heard.
**Action Required**
Citizens can now utilize the voice-assisted "Samadhan Didi" chatbot to lodge grievances in their own words and native languages.
**State Governments and Stakeholders**
**Impact**
There is a shifting expectation toward a "Whole of the Nation" approach in public administration, requiring modernization of local grievance systems.
**Action Required**
States and other stakeholders are urged to adopt and integrate AI-driven, voice-assisted tools into their own state-level grievance portals to reach the "last mile."
**Department of Administrative Reforms and Public Grievances (DARPG)**
**Impact**
The department is positioned as a global role model for technology-enabled governance, seeing a significant increase in the volume of processed grievances.
**Action Required**
The DARPG must continue the phased incorporation of additional regional languages and maintain the secure infrastructure supporting the AI models.
Key Entities Referenced
CPGRAMS: The Centralized Public Grievance Redress and Monitoring System, an online platform for citizens to lodge grievances with various government authorities.
Samadhan Didi: An AI-enabled voice chatbot launched to democratize grievance redressal by allowing citizens to lodge complaints via voice in their native languages.
Department of Administrative Reforms and Public Grievances (DARPG): The nodal department responsible for developing Samadhan Didi and managing governance reforms in public grievance mechanisms.
Bhashini: A government AI language initiative collaborated with to provide multilingual support and speech-to-text capabilities for the chatbot.
Dr. Jitendra Singh: The Union Minister of State who officially launched the Samadhan Didi chatbot and oversees the grievance redressal reforms.
Ministry of Personnel, Public Grievances & Pensions
Minister of State (PP) Dr Jitendra Singh launches
the CPGRAMS AI-enabled Voice 'Chatbot'
‘Samadhan Didi’; terms it as Democratization of
Public Grievance Mechanism in India
Dr Jitendra Singh says, the Reform showcases Government’s
‘Whole of the Nation Approach’; Urges States & other
Stakeholders to adopt and integrate AI-driven, voice-assisted
tools into their grievance portals
Citizens can now lodge grievances by simply speaking, in
their own native language; the system automatically identifies
the right Ministry and Department
Posted On: 30 MAY 2026 4:37PM by PIB Delhi
The Union Minister of State (Independent Charge) for Science and Technology and Earth Sciences, and
Minister of State for PMO, Department of Atomic Energy, Department of Space, and Personnel, Public
Grievances and Pensions, Dr Jitendra Singh, today launched the CPGRAMS AI-enabled Voice "Chatbot"
“Samadhan Didi”, developed by the Department of Administrative Reforms and Public Grievances
(DARPG) in collaboration with Bhasini, at Kartavya Bhawan, New Delhi.
Delivering the keynote address on the occasion, Dr Jitendra Singh termed the transformation to
CPGRAMS AI-enabled Voice Chatbot as the “Democratization of the Public Grievance Mechanism” in
the nation showcasing the Government’s unwavering commitment to enhance “Ease of Using” public
services for citizens. He noted that a citizen-centric approach has remained at the core of governance
reforms under the leadership of Prime Minister Shri Narendra Modi.Underscoring the transformative role of technology in public administration, the Minister noted that
Artificial Intelligence is driving the democratization of grievance redressal — making it more accessible,
responsive and efficient — and that AI-enabled tools are strengthening citizen engagement and improving
the quality and speed of grievance resolution.
Emphasising that these steps are testimony of the Government’s Whole of the Nation approach, the
Minister urged the States and other stakeholders to adopt and integrate AI-driven, voice-assisted tools like
Samadhan Didi into their own state-level grievance portals to reach out to the last mile.
Highlighting the paradigm shift in the public grievance mechanism in the country in the last 12 years of
the Modi Government, Dr. Jitendra Singh stated that when the Government assumed office in 2014, the
grievance redressal system witnessed limited public participation, with only about 2 lakh grievances being
registered annually, however, after the CPGRAMS reforms were undertaken, the number of grievances
received through the system has now increased manifold to over 25 lakh every year. He underscored that
this shift reflects growing public confidence in the Government’s responsive and citizen-centric approach
when the grievance disposal rate has now crossed 95%.
The Minister observed that the Chatbot reflects the commitment to governance that reaches the last
citizen. He said that India’s linguistic diversity must be an enabler of access rather than a barrier —
embodying the spirit of a self-reliant, technologically sovereign India in which every citizen’s voice is
heard, in their own words and in their own language.The Minister further informed that efforts are underway to expand linguistic accessibility on the
CPGRAMS platform. Beyond the 22 languages of the Eighth Schedule of the Constitution already
supported, regional and indigenous languages such as Bhojpuri, Garo, Khasi and Mijo and Bodhi are
being incorporated in a phased manner, ensuring greater inclusivity for citizens from diverse linguistic
backgrounds.
Dr Jitendra Singh further remarked that CPGRAMS has emerged as a global role model for citizen-centric
governance, exemplifying how technology-enabled governance can enhance transparency, accountability
and responsiveness while strengthening trust between citizens and the Government.
The Chatbot marks a significant step towards making public grievance redressal simpler, more accessible
and truly multilingual. A citizen can now lodge a grievance simply by speaking, in their own language,
describing the concern in plain words — without needing to know which Ministry, Department, category
or sub-category it belongs to. The Chatbot understands the concern, asks a few relevant clarifying
questions, automatically identifies the appropriate Ministry, Department, category and sub-category, and
files the grievance with the correct authority.
The system integrates the language capabilities of Bhashini with grievance-classification models trained
on CPGRAMS data, enabling a seamless experience across Indian languages. It has been developed
within secure Government infrastructure, ensuring data privacy.
At the launch event, the Chatbot was demonstrated live and tested in different Indian languages. Secretary,
DARPG, Nivedita Shukla Verma; Additional Secretary, DARPG, Puneet Yadav; senior officers of
DARPG; and representatives of Bhashini were present on the occasion.
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ANAND
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