Why in the News?

According to the Department of Administrative Reforms and Public Grievances (DARPG), the Centralized Public Grievance Redress and Monitoring System (CPGRAMS) resolved over 70 lakh grievances from 2022 to 2024.

About Centralized Public Grievance Redress and Monitoring System (CPGRAMS)

• CPGRAMS is an online platform that allows citizens to register grievances related to government service delivery, functioning 24×7.
• It was established in June 2007 by the Department of Administrative Reforms & Public Grievances (DARPG); the National Informatics Centre (NIC) developed the technical framework.
• The Prime Minister serves as the supreme head of CPGRAMS.

Key Functions

• Grievance Lodging & Tracking: Each complaint gets a unique registration number for monitoring.
• Role-Based Access: Ministries and states can access and resolve relevant grievances.
• Appeal Facility: Citizens can appeal if they are not satisfied with the resolution.
• Feedback Mechanism: Complainants can rate the resolution; a “Poor” rating reopens the case for further appeals.

Exclusions: Subjudice cases, personal/family disputes, RTI queries, matters affecting national/international integrity, and government employees’ service issues.

Key Reforms to Improve CPGRAMS

• Reduced Timelines: Grievance resolution deadlines shortened from 30 days to 21 days, with mandatory interim updates.
• Integrated Platform: A unified portal for all ministries, departments, and states; accessible via web, mobile apps, and UMANG.
• Feedback & Appeals: Citizens can provide feedback through SMS/email; a “Poor” rating escalates unresolved issues.
• AI-Driven Process Improvements: Tools like the Tree Dashboard help identify problems and streamline grievance handling.
• Training & Monitoring: Under SEVOTTAM (Service Excellence through Total Quality Management), Grievance Officers get specialized training, with regular performance reviews to enhance service delivery.

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