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DARPG and Bhashini Launch Multilingual Tool for Citizen Grievances

2025-03-29

To enhance the effectiveness, accessibility, and responsiveness of the grievance redressal system, the Department of Administrative Reforms and Public Grievances (DARPG) has signed a Master Service Agreement with Digital India Bhashini on March 28, 2025. This agreement marks the implementation of a multimodal, multilingual e-Governance solution for the Centralised Public Grievance Redress and Monitoring System (CPGRAMS), in line with the directive of the Prime Minister of India to bring qualitative improvements to citizen service delivery.

The new solution aims to empower citizens from diverse linguistic backgrounds to lodge grievances through the CPGRAMS portal in 22 regional languages. It offers an intuitive interface that simplifies the grievance submission process. A key feature of this system is the voice-enabled option, allowing users to register grievances in their native language using speech input. This feature is designed to improve accessibility and streamline the user experience for individuals across different regions and demographics.

The integration of Bhashini with CPGRAMS represents a significant advancement in AI-driven multilingual citizen engagement, ensuring that language is no longer a barrier to accessing public services. By removing linguistic obstacles, the system is expected to foster more inclusive governance and efficient communication between citizens and the government.

The rollout of this multilingual multimodal solution is scheduled for July 2025. It is anticipated to set a benchmark for future governance models by promoting inclusivity, responsiveness, and technological innovation in public service delivery.