CIVIC: Amplifying citizens' voice through AI-powered grievance redress systems
World Bank Group
Ref: SRC-006-IND-004
Accessed: 3/23/2026
Summary
World Bank blog describing CPGRAMS as one of the largest grievance redressal initiatives globally with over 11.2 million grievances addressed 2019-2024. Notes current limitations in user experience, documents CPGRAMS procurement notice to modernise with enhanced NLP for multilingual complaints, voice AI, and predictive analytics. Describes June 2025 design sprint producing open-source prototypes.
View Harvard reference
World Bank (2025) 'CIVIC: Amplifying citizens' voice through AI-powered grievance redress systems', Governance Blog, June 2025. Washington, DC: World Bank Group. Available at: https://blogs.worldbank.org/en/governance/civic--amplifying-citizens--voice-through-ai-powered-grievance-r (Accessed: 23 March 2026).