Mains issueGS-2News & Analysis16 October 2026

E-governance and AI in Public Grievance Redressal

Aspirants should be able to articulate how technology, specifically AI and online platforms, can significantly improve the efficiency, accountability, and citizen-centricity of public grievance redressal mechanisms, while also identifying new regulatory challenges posed by evolving economic sectors.

Source: thehindu.comOriginal report

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Why now

The recent performance report of the Maharashtra FDA's online grievance portal, featuring AI-based screening, demonstrates a practical and effective application of technology to enhance public service delivery and accountability in governance, making it a timely case study for Mains.

Core issue

The Maharashtra Food and Drug Administration (FDA) launched an online grievance redressal portal, resolving 71.8% of 13,857 complaints in three months. An AI-based screening system separately filtered out 11,491 invalid submissions, enhancing efficiency. The portal automatically assigns grievances, escalates unresolved cases, and generates notices for delays, improving accountability. Complaints primarily concerned food-related issues, with a notable shift towards dark stores and quick-commerce operations, highlighting emerging regulatory challenges. The system aims to provide a single platform for citizens, ensure time-bound action, and direct enforcement efforts based on complaint trends.

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