The Indian Council of Social Science Research (ICSSR) has granted a research project on digital grievance redressal to Pooja Paswan, an Associate Professor at Jamia Millia Islamia. Paswan’s project, titled “Evaluating and Improving India’s Digital Grievance Redress Architecture,” aims to assess the effectiveness of India’s digital grievance redress systems in ensuring accountability and citizen-centric governance. The study integrates Nyaya theory with modern policy frameworks to enhance grievance redress mechanisms in India.
With the rise of digital platforms like CPGRAMS, grievance redress mechanisms have become crucial for administrative responsiveness. Despite this, challenges persist in terms of inclusivity and efficiency, especially for marginalized groups. The project combines normative insights with empirical analysis to develop a model for improving grievance redress mechanisms in India.
The research project focuses on evaluating existing systems using a mixed-methods approach, including quantitative data analysis and field-based qualitative research. By undertaking policy experimentation, the study aims to identify evidence-based reforms for scalable improvements in grievance redress. The project aligns with national priorities of good governance, digital transformation, and inclusive public service delivery.
Pooja Paswan, an Associate Professor at Jamia Millia Islamia, is known for her research in public administration theory and governance. She emphasizes integrating Indian Knowledge Systems into contemporary administrative frameworks and has a decade of teaching and research experience. Paswan actively contributes to advancing critical perspectives in public administration and chairs the Public Administration Theory Network (PATNET).
