A national citizen grievance management platform serves millions of citizens by routing complaints and service requests across numerous government departments and service categories. However, citizens often faced challenges identifying the appropriate department or category when submitting grievances, resulting in routing errors, increased manual intervention, and delayed resolution.

KPMG in India helped transform the grievance resolution experience through an AI-powered multilingual and multimodal assistant that enables citizens to raise and track grievances using voice and text in multiple Indian languages. The solution combines advanced Large Language Models (LLMs), language technology integration, and intelligent routing capabilities to improve accessibility, efficiency, and transparency at scale.

The challenge

Delivering effective grievance redressal across a large and diverse citizen base required addressing several challenges:

Complex departmental and category structures often led to incorrect grievance submissions
High volumes of misrouted grievances increased manual effort and administrative burden
Delays in grievance resolution impacted citizen experience and service effectiveness

Need to support citizens communicating in diverse regional languages
Requirement for transparent and scalable AI-driven decision-making

A citizen-centric and intelligent solution was required to streamline grievance submission, improve routing accuracy, and enhance service delivery outcomes.

Our approach

KPMG in India enabled the transformation through a comprehensive AI-led approach:

Intelligent grievance classification and routing

• Leveraged advanced LLMs to understand citizen intent and grievance context

• Automated mapping of grievances to relevant departments, categories, and sub-categories

• Incorporated clarifying and follow-up interactions to improve classification accuracy

Multilingual and multimodal citizen engagement

• Enabled voice and text-based grievance interactions through language technology integration

• Supported citizen engagement across multiple Indian languages

• Improved accessibility and inclusivity for diverse user groups

Performance monitoring and quality assurance

• Developed real-time dashboards for monitoring solution performance

• Established AI quality assessment metrics and continuous evaluation mechanisms

• Enabled ongoing optimisation of model accuracy and user experience

Scalable and transparent AI architecture

• Implemented a cloud-agnostic deployment architecture designed for scale

• Embedded explainable AI capabilities to improve transparency and trust

• Integrated seamlessly with existing grievance management systems and workflows

Intelligent grievance classification and routing Multilingual and multimodal citizen engagement Performance monitoring and quality assurance Scalable and transparent AI architecture

Intelligent grievance classification and routing

• Leveraged advanced LLMs to understand citizen intent and grievance context

• Automated mapping of grievances to relevant departments, categories, and sub-categories

• Incorporated clarifying and follow-up interactions to improve classification accuracy

Multilingual and multimodal citizen engagement

• Enabled voice and text-based grievance interactions through language technology integration

• Supported citizen engagement across multiple Indian languages

• Improved accessibility and inclusivity for diverse user groups

Performance monitoring and quality assurance

• Developed real-time dashboards for monitoring solution performance

• Established AI quality assessment metrics and continuous evaluation mechanisms

• Enabled ongoing optimisation of model accuracy and user experience

Scalable and transparent AI architecture

• Implemented a cloud-agnostic deployment architecture designed for scale

• Embedded explainable AI capabilities to improve transparency and trust

• Integrated seamlessly with existing grievance management systems and workflows

The impact

KPMG in India’s support helped create a more efficient and citizen-centric grievance management ecosystem:

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Improved grievance classification accuracy and reduced routing errors

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Reduced manual intervention and administrative effort

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Accelerated grievance processing and resolution timelines

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Enhanced citizen experience through multilingual voice and text support

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Increased transparency through explainable AI and performance monitoring capabilities

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Established a scalable foundation for AI-enabled public service delivery

By combining AI, language technology, and human-centred design, the initiative demonstrates how digital transformation can improve citizen engagement, strengthen service delivery, and create lasting benefits for communities at scale.