'Sugamya Bharat' initiative: 1,400+ complaints registered so far, 75% resolved
The Sugamya Bharat mobile application, an Indian government initiative launched in 2021 to aid people with disabilities and the elderly, has received over 1,400 accessibility-related complaints. According to official data obtained through a Right to Information (RTI) request by PTI, approximately 75% of these issues have been resolved. The app allows users to report accessibility problems in transportation, public infrastructure, and buildings by uploading photos.
Breakdown of complaints and resolutions over the years
The RTI request revealed that between 2021 and 2024, the Sugamya Bharat app received a total of 1,441 complaints. Of these, 1,081 were addressed after being forwarded to the relevant authorities. In its first year (2021-22), the app received 647 complaints with 567 resolved. The following year saw a slight decrease in complaints to 530 with 391 resolved. In the period from 2023-24, there were fewer still at only 264 complaints and just over half (123) were addressed.
Government plans to upgrade Sugamya Bharat app with AI
In an effort to enhance the functionality of the Sugamya Bharat app, the government is planning a redesign that will incorporate artificial intelligence (AI) features. A senior official from the Department of Disability Affairs told PTI that this upgraded version will become a comprehensive platform for people with disabilities. It will offer an AI-powered chatbot, a multilingual interface, and tools for complaint registration and feedback.
Collaboration with NGO and research institute for app development
The government has partnered with NGO Mission Accessibility and research institute I-STEM to develop the AI-enabled Sugamya Bharat app. This collaboration is part of broader efforts to enhance accessibility across India's built environment, transportation, and ICT (Information and Communication Technology) ecosystems. Additionally, a specialized course on designing accessible buildings is being developed in collaboration with IIT-Kharagpur. This course will be introduced in 27 institutions, including other IITs.
Challenges and improvements in complaint resolution process
Since its launch, the Sugamya Bharat app has faced logistical challenges, particularly at the state level. However, the official from the Department of Disability Affairs confirmed that these issues have been addressed and the system has now been streamlined. Disability rights activist Dr Satendra Singh acknowledged that earlier versions of the app had technical limitations for visually-impaired users, but expressed optimism about ongoing improvements.
