In News:

• In a major step towards strengthening digital governance, ease of access to public services, and citizen-centric administration, the Government of India has launched Samadhan Didi, an Artificial Intelligence (AI)-enabled chatbot designed to simplify the process of lodging grievances against government departments.
• Developed by the Department of Administrative Reforms and Public Grievances (DARPG) in collaboration with Bhashini, the initiative seeks to make grievance redressal more accessible, inclusive, and efficient, particularly for citizens who face language, literacy, or procedural barriers.

What is Samadhan Didi?

• Samadhan Didi is a voice-based, multilingual grievance registration assistant powered by Artificial Intelligence. Unlike conventional grievance portals that require citizens to identify the correct ministry, department, category, or sub-category before filing a complaint, Samadhan Didi enables users to simply describe their issue in everyday language.
• The chatbot analyses the grievance, seeks clarifications when necessary, automatically categorises the complaint, identifies the appropriate authority, and forwards it to the concerned department. This significantly reduces procedural complexity and ensures that complaints reach the correct government agency without requiring citizens to understand bureaucratic structures.
• A notable feature of the platform is its ability to accept voice-based complaints in all 22 Scheduled Languages of India, with efforts underway to expand support to additional regional and local languages. The platform has been developed within secure government infrastructure, ensuring data privacy and protection.

Integration with CPGRAMS

• Samadhan Didi has been integrated with the Centralized Public Grievance Redress and Monitoring System (CPGRAMS), India's flagship online grievance redressal platform.

About CPGRAMS

• CPGRAMS is a 24×7 online platform that enables citizens to lodge complaints relating to public service delivery and governance issues. It is developed and monitored by DARPG under the Ministry of Personnel, Public Grievances and Pensions.
• Key features include:

• A single-window grievance portal connected to all Union Ministries, Departments, and State Governments.
• Role-based access for government officials to process and resolve grievances.
• Availability through a dedicated mobile application and integration with the UMANG platform.
• Facility to track complaints using a unique registration number.
• Mandatory resolution of grievances within a maximum period of 21 days.
• Provision for citizens to file an appeal if dissatisfied with the response of the Grievance Officer.