e-Jagriti Wins National e-Governance Award

Exam-Focused Notes on e-Jagriti and National e-Governance Award 2026

Overview:

• e-Jagriti: A digital platform for consumer grievance redressal launched on January 1, 2025.
• Award: Received the Silver Award in the National e-Governance Award 2026 for the category of "Use of Technology for Digital Transformation in Government Process Reengineering".

Key Facts:

• Awards Context: Competing against 341 nominations from various central ministries, departments, and state governments.
• Performance Metrics:
  • Total Registered Users: 415,365
  • Cases Registered: 229,174
  • Cases Resolved: 207,997
  • Overall Resolution Rate: 90.75%
  • NRI Users: 3,312; NRI Complaints Registered: 751

Operational Highlights:

• Technology Utilization: Merged four legacy systems into a single AI-enabled, paperless platform.
• Virtual Hearings: Significant increase in virtual hearings, with cases handled via video conferencing rising from 14,494 to 30,683.
• Improved Efficiency:
  • Resolution rate increased from 89.47% (FY 2024-25) to 92.30% (FY 2025-26).
  • Daily order uploads increased by 17.3%, reaching 1,877,604.
  • SMS notifications reached 19,75,817; Email notifications increased from 198,028 to 3,735,126.

Judicial Impact:

• Consumer Commission Performance:
  • FY 2025-26 saw 165,456 cases registered with 152,707 resolved.
  • Q4 of FY 2025-26 achieved a resolution rate of 88.84%.

Features of the e-Jagriti Platform:

• Online Filing: Allows digital submission of complaints and document exchange.
• Accessibility: OTP-based onboarding, multilingual AI support, and voice-to-text features for persons with disabilities.
• Payment Integration: Online payment options through platforms like Bharat Kosh, PayGov, and SBI ePay.
• AI Chatbot Assistance: For user guidance and complaints handling.

NRI Complaint Handling:

• NRI complaints processed include:
  • USA: 234
  • UK: 82
  • UAE: 77
  • Canada: 58
  • Germany: 39
  • Australia: 34
  • Others: 227
• Total NRI Cases Resolved: 61, with certain states achieving over 100% resolution rates.

Government Commitment:

• Continuous improvement in consumer grievance redressal through:
  • Training for stakeholders,
  • Regional workshops,
  • Video conferences with state commissions.

Success Stories:

• Ahmedabad Case: Medical claim dispute resolved in 27 days, with compensation awarded.
• Namakkal Case: Job guarantee program dispute resolved in 56 days, with compensation awarded.

Future Directions:

• The Department of Consumer Affairs aims to enhance the platform's capabilities for transparent and consumer-friendly justice, ensuring effective stakeholder engagement and continuous training.

Conclusion:

The e-Jagriti initiative exemplifies the Indian government's commitment to leveraging technology for improving consumer rights and grievance redressal, thereby enhancing access to justice and accountability.