AI-powered MMATRIX to track public grievances

Metro India News | AMARAVATI

Andhra Pradesh Health Minister Satyakumar Yadav is introducing an AI-powered monitoring system, MMATRIX, to track every representation received by his office and ensure that action taken on grievances is recorded and monitored until their disposal. The new portal, being developed by the Health Department on the Minister’s directions, is part of a paperless governance initiative and is expected to be introduced shortly. It will provide real-time information on where a representation is pending, which officer is handling it, what action has been taken, what remains to be done and the deadline for disposal. 

Under the proposed system, every representation will receive an MMATRIX identification number, an e-Office receipt number and an e-Office file number. These identifiers will be used to track the representation through different stages, with the system designed to prevent cases from moving to the next stage without the required information being entered. Representations will be registered on the day they are received, along with details such as the date of receipt, source, Minister’s remarks, type and priority of the grievance and the category of the person submitting it, including citizens, public representatives or employees.

The Secretary will examine each representation and forward it to the concerned department, specifying the action required and setting a deadline based on its priority. The system will generally suggest a 10-working-day timeline. Where immediate forwarding is not possible, the reason can be recorded. Once the concerned department receives the representation, its acknowledgement will be entered into the system and an acknowledgement issued to the applicant. Details relating to preparation, approval and dispatch of official communications will also be recorded.

The department head will assign the matter to the responsible officer, who will be required to submit an Action Taken Report (ATR) along with supporting documents, orders and other evidence. If the report is incomplete, it can be returned for correction, while earlier reports and remarks will remain part of the record. Submission of an ATR alone will not result in closure. The competent senior officer will examine the report and supporting evidence before marking the representation as resolved. If deficiencies are found, it can be sent back for further action.

Once the matter is closed, the reasons for disposal and details of the action taken will be communicated to the applicant. Public representatives who submitted representations will also receive information on the action taken. The system will also have a Meeting ATR module to monitor decisions taken during ministerial review meetings. It will record the responsible officer, deadline and action taken, while overdue matters will be flagged for attention during subsequent reviews.

A central dashboard will provide senior officials with an overview of pending representations, matters under process and cases requiring attention at the Minister’s level. Users will be able to search cases using the MMATRIX number, representation number, e-Office receipt and file numbers, subject, applicant, district and constituency. The proposed mechanism is aimed at reducing the need for applicants to repeatedly visit government offices to ascertain the status of their grievances. By maintaining an electronic trail of decisions, actions and supporting documents, the department expects to improve accountability and transparency in grievance handling.