Client

Pension Fund Regulatory and Development Authority (PFRDA)

Industry

Government/Financial services regulator

Primary goal

Centralised grievance management, faster resolution, enhanced transparency and oversight

Technologies

GenAI (Google Vertex AI, Gemini), Multilingual capabilities (Bhashini), cloud platform (Google Cloud)

As India’s pension regulator, PFRDA operates in a complex ecosystem involving multiple intermediaries, systems, and stakeholders under the National Pension System (NPS). Delivering timely, transparent, and consistent grievance resolution is critical to maintaining trust and regulatory effectiveness. To address fragmentation and inefficiencies in grievance handling, PFRDA initiated Pension Sahayak, an integrated grievance management platform designed to unify operations across channels and stakeholders.

KPMG in India worked with PFRDA to transform the platform into a scalable, AI-enabled grievance redressal ecosystem, embedding automation, intelligence, and conversational capabilities into core workflows.

Opportunity

PFRDA’s grievance handling was distributed across multiple CRA systems, resulting in fragmented processes and inconsistent user experiences:

Fragmented systems

Grievances handled across independent platforms with limited interoperability
Manual processes

Heavy reliance on manual classification, routing, and tracking
Limited visibility

Lack of real-time insights into grievance lifecycle and performance metrics

Operational inefficiencies

Delays in resolution timelines and inconsistent service quality
Analytics gap

Limited ability to generate actionable insights for regulatory oversight and policy intervention

This created a need for a unified, intelligent platform capable of improving efficiency, transparency, and scalability.

Our approach

KPMG in India designed and implemented an AI-enabled grievance management platform powered by Vertex AI and Gemini on Google Cloud, enabling a shift from manual processes to an intelligent, real-time operating model. The platform integrates natural language processing, GenAI and automation to enhance operational efficiency and the citizen experience.

Key capabilities

AI-powered auto-response engine

For faster query resolution and reduced manual intervention
Conversational chatbot (Bhashini-enabled)

Supporting multilingual interaction and improved accessibility
GenAI-based grievance classification

For accurate categorisation

Intelligent auto-routing engine

To ensure cases are directed to the appropriate resolution teams
Unified multi-channel intake

Enabling a consistent experience across touchpoints
Real-time dashboards and analytics

For monitoring performance and identifying trends

The impact

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The AI-enabled grievance management system is transforming PFRDA’s grievance operations from fragmented, manual workflows into a unified, intelligent and real-time platform

summarize

By embedding GenAI-powered classification, conversational assistance, and automated routing, the solution is expected to significantly reduce average resolution time (TAT) and minimise manual intervention across grievance handling

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The unified platform improves visibility across the grievance lifecycle, enabling higher query resolution rates relative to grievances raised and delivering a more consistent user experience

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With enhanced transparency and faster response cycles, the solution also drives improvements in user satisfaction and Net Promoter Score (NPS)

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Overall, the platform strengthens regulatory oversight through real-time analytics and actionable insights, enabling more proactive interventions and data-driven policy decisions

How we make the difference

KPMG in India combines deep domain expertise with advanced GenAI capabilities to modernise public service delivery platforms. By embedding intelligence into core workflows, we enable faster resolution, improved transparency, and scalable citizen engagement.