The Union Government has issued comprehensive guidelines to enhance the Centralized Public
Grievance Redress and Monitoring System (CPGRAMS) and make it more sensitive and accessible
to citizens. Let’s delve into the key highlights and additional information related to this initiative:
Key Highlights of the Guidelines
1. Appointment of Nodal Officers: Each Ministry/Department will designate Nodal Officers
responsible for efficient grievance handling.
- Dedicated Grievance Cells: Every Ministry/Department will establish dedicated Grievance Cells
equipped with sufficient resources to address citizen complaints. - Feedback and Appeal System:
- Citizens can provide feedback on resolved grievances via SMS, email, or a call center.
- If dissatisfied, they have the option to file an appeal with senior authorities.
4.Al-Powered Analysis: The system will utilize artificial intelligence to analyze citizen feedback and
improve grievance resolution processes.
- Training and Capacity Building: Grievance officers working on CPGRAMS will undergo training as
part of the SEVOTTAM scheme.
About CPGRAMS
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Purpose: CPGRAMS serves as a common open platform for citizens to register complaints against
any public authority in the Central Government or States/UTS.
Genesis: The Department of Administrative Reforms and Public Grievances established CPGRAMS
in 2007.
Achievements:
- Between 2022 and 2024, CPGRAMS successfully redressed nearly 60 lakh public grievances.
Timelines for grievance redressal have been reduced from 30 days to 21 days.
° - In 2022, the government implemented a 10-step reform plan for CPGRAMS, including the
universalization of CPGRAMS 7.0 and automatic flagging of urgent grievances using AI/ML.
Other Initiatives for Grievance Redressal
- PRAGATI Platform: Developed by the Ministry of Electronics and Information Technology (MeiTY),
PRAGATI is an interactive, ICT-based platform that addresses grievances from the common
person.
2 INGRAM Portal: Launched by the Department of Consumer Affairs, the Integrated Grievance
Redressal Mechanism (INGRAM) focuses on consumer grievances. - Sevottam Service Delivery Excellence Model: Developed by DARPG in 2006, this model aims to
enhance the quality of public service delivery across the country.
