Ready to transform your business with AI?
Get in touch with our experts and discover why businesses trust us to make the difference.
This government authority is simplifying grievance redressal for citizens
Ready to transform your business with AI?
The challenge
The previous online platform was designed to handle citizen grievances across 91 departments and over 15,000 categories. While this extensive coverage aimed to be inclusive, it introduced significant complexity. Citizens often struggled to identify the correct department or category for their issues, leading to misrouted complaints and delayed resolutions. These inefficiencies undermined trust in the system and strained administrative resources.
The opportunity
To address this, KPMG in India helped develop a cloud-agnostic, AI-powered assistant. The goal was to simplify the grievance submission process and improve routing accuracy.
The AI assistant engages users through a conversational interface, asking contextual, follow-up questions to understand the grievance in detail. It then classifies the complaint into the appropriate department and category using automated models, helping ensure accurate and timely redirection.
The tool was designed with inclusivity and scalability in mind, incorporating:
The outcome
The AI assistant significantly improved the accuracy and speed of grievance routing, reducing delays and enhancing user satisfaction. By enabling interaction in multiple languages and formats, the system became more inclusive and user-friendly.
This initiative is set to deliver lasting improvements in public service delivery. By streamlining complaint handling, it reduces administrative burden and helps ensure grievances reach the right destination quickly. Citizens benefit from faster resolution timelines, leading to greater trust in the redressal system. With its scalable design, the tool can be easily extended across departments and regions.
It marks a major step forward in modernising public service delivery through responsible AI adoption.
