Delhi Launches Unified Grievance Portal

- The portal, officially named the 'CM Jan Sunwai Portal', was launched by Delhi Chief Minister Rekha Gupta to consolidate complaints for all city government departments, including the Municipal Corporation of Delhi (MCD), the Delhi Development Authority (DDA), and the Delhi Police. - Citizens can register grievances through four different channels: an online portal, a dedicated mobile app, a call center with the number 1902, and offline submissions at the Chief Minister's Office. - The system is built on a three-tier grievance redressal mechanism, which includes a Grievance Redressal Officer (GRO), an Appellate Authority (AA), and a Final Appellate Authority (FAA) to ensure accountability. - Each complaint is assigned a unique reference ID, and citizens receive SMS updates at every stage of the process; if feedback on the resolution is negative, the case is automatically escalated to a higher authority. - This unified platform is the result of a partnership with the Indian Institute of Technology (IIT) Kanpur to develop an AI-powered Intelligent Grievance Monitoring System (IGMS). - The new portal aims to solve the problem of previous complaint systems which, according to the Chief Minister, existed on multiple platforms but lacked an effective monitoring mechanism, often causing complaints to be transferred between departments without clear resolution timelines. - In addition to grievance redressal, the launch included the integration of over 7,000 Common Service Centres (CSCs) with e-District services to provide access to certificates (income, caste, birth, death) and other welfare services. - The initiative is part of a broader push for digital governance, which also saw the launch of an asset management portal to digitally record government properties and the 'CM Pragati' portal for real-time monitoring of government projects.