Union Science and Technology Minister Dr. Jitendra Singh on Thursday, June 18, 2026, highlighted the government's development of an Artificial Intelligence–Human Intelligence (AI-HI) hybrid grievance redressal model, sharing the development as part of the Department of Administrative Reforms and Public Grievances (DARPG)'s #12YearsOfSeva milestone. The initiative is aimed at boosting citizen satisfaction with public grievance resolution across central government departments.

Context

The AI-HI hybrid model represents a new phase in the evolution of CPGRAMS — the Centralized Public Grievance Redress and Monitoring System — which has served as the primary online portal for citizens to file complaints against central government departments. By combining automated AI-driven processing with human oversight, the model is designed to improve both the speed and quality of grievance disposal. Dr. Jitendra Singh, who holds the charge of Minister of State for Personnel, Public Grievances and Pensions in the Prime Minister's Office, has been a consistent face of these reforms.

Policy Backdrop

CPGRAMS was progressively integrated with state portals and ministries from 2007 onward, and received a significant push under the Digital India programme launched in 2015, which explicitly included technology-driven grievance redressal as a pillar of administrative reform. DARPG has since pursued successive rounds of process simplification and digital upgrades to reduce pendency and improve disposal rates. The current AI-HI hybrid approach fits squarely within the government's broader 'minimum government, maximum governance' framework that has guided administrative reform since 2014.

The #12YearsOfSeva hashtag accompanying the post marks a significant institutional milestone for DARPG, underscoring continuity of purpose across more than a decade of citizen-centric governance initiatives. The hybrid model signals a qualitative shift: rather than replacing human grievance officers, artificial intelligence is being positioned as a tool to assist and augment human decision-making in the redressal chain.

Stakeholders and Impact

The primary beneficiaries of the hybrid model are ordinary citizens who file grievances against central government departments — a constituency that spans rural and urban India across every ministry's jurisdiction. Grievance redressal officers within departments are also directly affected, as the AI layer is expected to route, categorise, and flag cases more efficiently before human review. Improved disposal rates and faster resolution timelines are the stated goals, with citizen satisfaction serving as the headline metric.

For the broader ecosystem of state governments and local bodies that have progressively linked their portals with CPGRAMS, the hybrid model could serve as a template for sub-national adoption, potentially widening the reform's reach well beyond central government departments.

What's Next

DARPG's annual reports and parliamentary replies on CPGRAMS disposal rates will be the primary indicators of how effectively the hybrid model performs once scaled. Analysts will also watch for possible integration announcements with state-level grievance portals and the next phase of the National e-Governance Plan. The government's ability to demonstrate measurable improvements in citizen satisfaction scores will determine whether the AI-HI approach is expanded, refined, or replicated across other public service delivery channels.