Shillong | A two-day National Conference on NEXTGEN Administrative and E-Governance Reforms commenced in Shillong on Monday, bringing together policymakers, senior bureaucrats and governance experts to discuss the future of public administration, digital transformation and artificial intelligence-driven governance.

The conference has been organised by the Department of Administrative Reforms and Public Grievances (DARPG) under the Ministry of Personnel, Public Grievances and Pensions in collaboration with the Meghalaya government.

Union Minister of State for Personnel, Public Grievances and Pensions Jitendra Singh inaugurated the event in the presence of Meghalaya Chief Minister Conrad K. Sangma, Chief Secretary Dr. Shakil Ahammad and senior officials from the Centre and the state government.

Addressing the inaugural session, Singh said the Centre has increasingly adopted a decentralised approach to national conferences to strengthen engagement with state governments and promote the exchange of governance best practices.

“The popularity of these decentralised national conferences is evident from the enthusiasm shown by officers to participate despite their demanding schedules,” he said.

The minister praised Meghalaya for its governance initiatives, particularly the New Shillong Administrative City project and the state’s efforts to integrate digital technology into public administration.

“We learn from the best practices of each other, and Meghalaya has set an example with the New Shillong Administrative City. The digital model of governance being developed here is something that was difficult to imagine a decade ago,” Singh said.

Highlighting the Centre’s digital governance initiatives, he said DARPG currently manages nearly 25 lakh public grievances through an AI-enabled platform designed to improve responsiveness and efficiency.

“In spite of the large number of grievances, we remain responsive and prompt, and the system is also AI-driven,” he said.

Singh also outlined several technology-based reforms undertaken by the government, including multilingual chatbots operating in 22 languages, Digital Life Certificates for pensioners and the use of facial recognition technology in service delivery.

He announced plans to expand the chatbot system to additional languages and strengthen grassroots governance through initiatives such as the proposed Prashasan Gaon Heroes programme.

The minister further highlighted the Swachhta Campaign launched in 2021, stating that it had not only generated revenue through the disposal of scrap and obsolete materials but also encouraged cleaner and more efficient workplaces across government departments.

While acknowledging rapid technological advancements, Singh stressed that administrative thinking and institutional culture must evolve at a similar pace.

“The mindset is not changing at an equal pace, and we are not able to make optimal use of all the options and tools available,” he said, calling for continued reforms in governance and public administration.

Reiterating Prime Minister Narendra Modi’s vision of “Reform, Perform and Transform”, Singh said future governance reforms would increasingly focus on artificial intelligence, cybersecurity and the removal of outdated regulations.

Speaking at the conference, Chief Minister Conrad Sangma emphasised that administrative reforms must ultimately improve efficiency and public service delivery. He urged officials to overcome resistance to change and adopt practical reforms that can make governance more responsive and effective.

Highlighting Meghalaya’s digital governance initiatives, Sangma referred to the CM Connect programme, which combines technology and direct citizen engagement to address public grievances. “The ultimate goal should be to serve the public and make a difference in their lives,” he said.

The Chief Minister also stressed the importance of regular feedback from frontline government officials who interact directly with citizens and understand ground-level challenges. He pointed to Meghalaya’s Cabinet Retreat mechanism as an effective platform for inter-departmental coordination, allowing departments to present plans, discuss challenges and align policy priorities.

Sangma concluded by urging officials to maintain a positive outlook, learn from both successes and failures, and work collaboratively to improve governance outcomes.

The opening day of the conference featured presentations on Meghalaya’s governance best practices, award-winning public administration initiatives recognised under the Prime Minister’s Awards scheme and development projects undertaken by the Ministry of Development of North Eastern Region (DoNER).

The conference is expected to generate recommendations on next-generation governance models, digital service delivery and the use of emerging technologies to strengthen public administration across the country.