In a first, Karnataka to roll out AI-powered WhatsApp-based public grievance redressal mechanism

Complaints via text, voice, or image

Under the new system, citizens can submit grievances in multiple formats, including text, image, and voice messages. Voice messages will support both English and Kannada, and video submission is also being planned. AI-based system will automatically convert these submissions into formal complaints and assign them to the respective departments and officials.

Also, read: From tackling absenteeism to chatbots for grievances, Karnataka’s AI-ML Cell plots digital reforms

Making grievance redressal easier

At present, Karnataka’s Integrated Public Grievance Redressal System, popularly known as Janaspandana, operates via a helpline (1902) only between 10am. and 5:30pm. Online complaint registration ((ipgrs.karnataka.gov.in) is also cumbersome, as citizens often do not know the appropriate department or official to approach. At present, the helpline receives around 2,000 calls a month from across the state.

Shreevyas HM, project director at Centre for e-Governance, told Moneycontrol that Karnataka will be the first state in the country to roll out an AI-powered, WhatsApp-based public grievance redressal mechanism. "Citizens can register complaints like water issues, road problems, property tax, and other civic concerns. It will be easier to post complaints via WhatsApp than through portals or helplines. The main advantage is that people can lodge complaints anytime without hassle," he said.

Also, read: Karnataka to establish AI-powered integrated city near Bengaluru

How the system works

To lodge a complaint, citizens simply message ‘Hi’ to the WhatsApp number, which will be unveiled soon. The system will then guide them to file a grievance or check its status, enter a four-digit OTP, share their current location, and select their preferred language, Kannada or English. They can choose the mode of submission- text, voice, or image-and the AI tool will convert the input into a formal complaint and assign it to the relevant department.

Janaspandana manages grievances across 600 government schemes and services, assigning each complaint to the relevant Last Mile Functionary (LMF) in the department. Complaints are reviewed and resolved by three levels of officers within a specified timeframe. After resolution, an “Action Taken Report” is published on the portal, and citizen feedback is collected. If the feedback is unsatisfactory, the system automatically escalates the grievance to a higher-level officer, the Janaspandana website.

AI in governance: Beyond grievances

The Centre for e-Governance’s flagship initiative includes the selfie-based Karnataka Attendance Management System (KAAMS), which is known as Kartavya, meaning ‘responsibility’ in Kannada. The health department already uses this system for nearly 39,000 employees, while the e-Governance Department covers around 700 employees. Replacing biometric devices, the system uses Aadhaar-based eKYC and geofencing, allowing employees to mark attendance via selfies within 100 meters of their office.

The education department is also planning to implement a similar AI-based attendance system across the state, starting with mandatory attendance for all government teachers in Gadag district.

Also, read: Karnataka to use AI platform to monitor schemes worth over Rs 100 crore