A Vision Translated into Policy: Chandrababu Naidu’s "IMS" Initiative Redefines Public Grievance Redressal in Andhra Pradesh to a Whole New Level* _*— Palla Srinivasa Rao, TDP State President and MLA, Gajuwaka*_

.                 by Sharma K.V. Editor
Amaravati, October 29:*Speed, coordination, and transparency — these, observed Telugu Desam Party (TDP) State President and Gajuwaka MLA Palla Srinivasa Rao, constitute the true meaning of technology when it is used in the service of the people. In that direction, he said, Chief Minister N. Chandrababu Naidu’s introduction of the Real-Time Incident Management System (IMS) marks the dawn of a new era in Andhra Pradesh’s governance.

*A Revolutionary Step in Grievance Redressal*

Setting a new benchmark in citizen-centric administration, Mr. Srinivasa Rao said the government has transformed the existing Public Grievance Redressal System (PGRS) into a modern, technology-driven Incident Management System (IMS).

“With this reform, every public grievance or issue that arises at the field level will now reach the government in real time. The concerned departments will respond instantly and continue to monitor the issue until it is fully resolved,” he explained.

This initiative, he noted, is a revolutionary leap in governance that ensures faster response, transparency, and sustained accountability in addressing citizens’ concerns.

*Real-Time Response, Swift Resolution*

The IMS, functioning under the aegis of the Real-Time Governance Society (RTGS), enables real-time monitoring of issues arising across various districts and departments. For every complaint or incident, the relevant officials — including the Minister, Secretary, District Collector, and Superintendent of Police — will be added to a dedicated IMS WhatsApp group.

“These groups remain active until the issue is resolved,” Mr. Srinivasa Rao explained. “Citizens can also track the status of their grievances on the IMS dashboard, ensuring complete transparency. With this initiative, the gap between a citizen’s problem and the government’s response is effectively bridged. This is not merely administrative efficiency — it is a governance revolution,” he asserted.

*Visionary Leadership and Technological Foresight*

Mr. Srinivasa Rao described the IMS as the outcome of Chief Minister N. Chandrababu Naidu’s visionary leadership and IT Minister Nara Lokesh’s technological foresight. Together, he said, they have laid the foundation for a new model of responsive and accountable governance.

“From Real-Time Governance to the IMS, every reform introduced under Mr. Naidu’s leadership reaffirms his conviction that technology must serve as a bridge between the government and the people. His foresight has positioned Andhra Pradesh as a model state in digital governance,” he said.

He further lauded Mr. Lokesh’s role in strengthening inter-departmental coordination through technology, ensuring that every issue is tracked with clear timelines, responsibility, and follow-up mechanisms. “This integration of vision and innovation,” he added, “is the true essence of good governance.”

*Andhra Pradesh: Setting a National Benchmark in Digital Governance*

With systems like RTGS and IMS, Andhra Pradesh has entered a new phase of administrative transformation that emphasizes not only service delivery but also problem prevention.

“The objective is not just to respond faster, but to anticipate issues and resolve them before they escalate,” Mr. Srinivasa Rao said.

He concluded that Chief Minister Chandrababu Naidu’s visionary policy direction and Minister Nara Lokesh’s technological leadership have together elevated Andhra Pradesh’s governance model to a whole new level — a model that stands as a beacon of digital transformation for the rest of the nation.