Modernizing Public Service Delivery and Grievance Redressal in Odisha

Over the past two decades, Odisha has made remarkable strides in poverty reduction through expanded welfare programs and improved service delivery. As these systems have grown, so has the complexity of managing citizen services efficiently. Currently, citizens navigate three parallel systems—the Odisha Right to Public Services Act (ORTPS) portal for time-bound services, Janasunani portal for registering grievances, and a separate citizen feedback system—creating fragmentation that limits comprehensive governance insights. With approximately one terabyte of grievance data and over 3,000 system users within government, there is significant potential to harness this data for responsive governance, but limited integration and use of modern technology present substantial challenges to realizing this potential.

The Data, Policy and Innovation Centre (DPIC) is collaborating with the General Administration and Public Grievance (GA&PG) and Electronics and Information Technology (E&IT) departments to strengthen Odisha’s digital governance architecture. This initiative focuses on enabling interoperability between existing systems while enhancing data-driven management of public services. DPIC has been invited to develop a modernized System Architecture Plan for the grievance redressal system and to apply advanced data science tools for more responsive service delivery.

DPIC is developing frameworks for data quality improvement and exploring applications of machine learning and AI. The goal is to transform Odisha’s approach to citizen engagement through AI-powered tools for automated grievance classification, smart routing, and predictive analytics to proactively solve citizens’ most pressing grievances and impact populations at scale. By connecting citizen feedback with service delivery data, this initiative will enable more agile governance that can identify systemic issues before they escalate. This work represents a crucial step toward Odisha’s vision of creating a more responsive, data-driven governance that can effectively meet the evolving needs of its citizens.