Lucknow/New Delhi: The Delhi government is keenly examining Uttar Pradesh’s highly effective Integrated Grievance Redressal System (IGRS) with an aim to replicate the model for enhanced citizen service delivery and responsive governance in the national capital.
Earlier this week, a delegation from Uttar Pradesh made a detailed presentation before Delhi Chief Minister Rekha Gupta highlighting the achievements and advantages of the UP model. Following this, on Friday, a Delhi government team visited the UP National Informatics Centre (NIC) for hands-on experience with the system.
According to a member of the Uttar Pradesh team, “We had the opportunity to present key features of Uttar Pradesh’s IGRS and CM helpline before the Delhi CM and chief secretary. They were impressed by the state’s robust, technology-enabled platform that significantly improved the speed, transparency, and accountability of grievance resolution across departments.”
Key Features Impress Delhi Officials
The UP IGRS stands out with its end-to-end digital lifecycle for grievance management, enabling citizens to file complaints, track status, and receive updates via SMS and IVRS without the need to visit multiple offices. Additional features include a real-time escalation matrix for pending cases, department-wise and district-wise dashboards, and analytics-driven monitoring for proactive governance.
The platform also supports various online services such as property registration, stamp duty collection, and certificate applications, streamlining processes and reducing paperwork.
Structured Approach and District Ranking System
Delhi officials appreciated the structured and efficient approach adopted in UP. The system’s district ranking mechanism, regularly used by Uttar Pradesh Chief Minister Yogi Adityanath to monitor public grievance redressal performance, was noted as a best practice for accountability and performance tracking.
Future Prospects for Delhi
With the success of UP’s IGRS, Delhi is exploring ways to customize and implement a similar system to empower its citizens and enhance governance. Earlier, Delhi had also studied the grievance redressal model of Andhra Pradesh and engaged with private technology providers to strengthen its own platforms.
The exploration signals a promising step toward technology-enabled, citizen-centric governance in Delhi, ensuring grievances are addressed swiftly, transparently, and effectively.
