Union Government issues Comprehensive Guidelines for Handling Public Grievances | Current Affairs | Vision IAS
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Union Government issues Comprehensive Guidelines for Handling Public Grievances

Posted 27 Aug 2024

2 min read

Department of Administrative Reforms and Public Grievance has reviewed existing processes to make Centralized Public Grievance Redress and Monitoring System (CPGRAMS) sensitive & accessible to citizens through these guidelines.

Key highlights of Guidelines

  • Appointment of Nodal Officers: In each Ministry/Department for efficient grievance handling.
  • Dedicated Grievance Cells: In every Ministry/ Department with sufficient resources.
  • Feedback and appeal system: Feedback on disposed grievances is collected through SMS, email, and a call center. If unsatisfied, citizens can file appeal to senior authority.
  • AI-powered analysis: To analyze citizen feedback.
  • Training and Capacity building: Of grievance officers on CPGRAMS shall be conducted under SEVOTTAM scheme.

About CPGRAMS

  • It’s a common open platform for registration of complaints by the citizens on any issue against any public authority in the Central Government or States/ UT. 
  • Genesis: By the Department of Administrative Reforms and Public Grievances in 2007.
  • Achievements: 
    • CPGRAMS portal has redressed nearly 60 lakh Public Grievances in period 2022-2024.
    • Timelines for effective grievance redressal have been reduced to 21 from 30 days.
  • Earlier in 2022, Government implemented 10-step reforms of CPGRAMS e.gUniversalization of CPGRAMS 7.0; Automatic flagging of urgent grievances, leveraging Al/ML, etc.

Other Initiatives Taken for Grievance redressal:

  • Pro Active Governance and Timely Implementation (PRAGATI) platform by MeiTY  is an interactive, ICT-based platform that addresses grievances from the common person
  • Integrated Grievance Redressal Mechanism (INGRAM) portal launched by Department of Consumer Affairs to address consumer grievances.
  • Sevottam Service Delivery Excellence Model has been developed by DARPG in 2006 with objective of improving quality of public service delivery in country. 

 

  • Tags :
  • Public Grievances
  • CPGRAMS
  • Pro Active Governance and Timely Implementation (PRAGATI)
  • Integrated Grievance Redressal Mechanism (INGRAM) portal
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