New Delhi: The Centralized Public Grievance Redress and Monitoring System (CPGRAMS) has successfully addressed over 70 lakh grievances between 2022 and 2024, marking a significant step towards a transparent, accountable, and citizen-centric governance system.
Empowering Citizens Through CPGRAMS
CPGRAMS, developed by the Department of Administrative Reforms and Public Grievances (DARPG), is an online platform available 24/7 that connects all Central Ministries, Departments, and State Governments. Citizens can file grievances via:
- Web Portal (www.pgportal.gov.in)
- Mobile App (Google Play Store)
- UMANG App
Each complaint is assigned a unique registration ID, enabling users to track progress and provide feedback. If dissatisfied, citizens can file appeals through the platform, ensuring transparency and accountability.
Key Reforms and Milestones (2022-2024)
- Grievance Redressal Timeline: Reduced from 30 days to 21 days.
- Appeal System: Activated when feedback is marked as “Poor.”
- Nodal Officers: Appointed in every Ministry/Department for grievance monitoring.
- Dedicated Grievance Cells: Staffed with skilled personnel for efficient service delivery.
- Escalation Process: Structured system for grievance appeals and escalations.
- Feedback System: Citizens receive updates via SMS/email, with AI tools analyzing responses for improvements.
- Grievance Redressal Index: Monthly performance rankings of Ministries/Departments.
- Capacity Building: Training of grievance officers under SEVOTTAM (Service Excellence through Total Quality Management).
Impactful Campaigns for Effective Governance
During Sushasan Saptah and Prashasan Gaon ki Ore Campaign (December 19-25, 2024):
- 2.99 crore service delivery applications were disposed of.
- 14.84 lakh grievances addressed on state portals.
- 3.44 lakh grievances resolved through CPGRAMS.
Next-Generation CPGRAMS: Launching July 2025
The upcoming NextGen CPGRAMS will integrate advanced features such as:
- Grievance Filing via WhatsApp/Chatbot.
- Voice-to-Text Grievance Lodging.
- Instant Alerts and Auto-Escalation Mechanisms.
- Machine Learning-Based Auto-Replies.
- Sector and Ministry-Specific Grievance Tracking.
Global Recognition and Success Stories
CPGRAMS has received global recognition as an exemplary governance model, notably highlighted at the Third Pan-Commonwealth Heads of Public Service Meeting in April 2024.
One impactful success story is of Shri Amit Kumar, who resolved a two-year-old electricity meter issue within two days after raising his grievance on CPGRAMS.
Conclusion
CPGRAMS has emerged as a cornerstone of citizen-centric governance, bridging the gap between citizens and government authorities. By enhancing efficiency, transparency, and accountability, CPGRAMS continues to drive India towards a responsive and inclusive administrative framework, ensuring every grievance receives the attention it deserves.
References
- https://pgportal.gov.in/
- https://pib.gov.in/PressReleaseIframePage.aspx?PRID=2048939
- https://pib.gov.in/PressReleasePage.aspx?PRID=2086061#:~:text=The%20Government%20introduced%20the%2010,and%20accessible%20to%20the%20Citizens.
- https://pib.gov.in/PressReleaseIframePage.aspx?PRID=2018818
- https://pib.gov.in/PressReleaseIframePage.aspx?PRID=2065117
- https://dopt.gov.in/sites/default/files/AR2023-24English.pdf
- https://darpg.gov.in/sites/default/files/CPGRAMS_Annual_Report_2024.pdf
- https://pib.gov.in/PressReleasePage.aspx?PRID=2088206
CPGRAMS: 3 Years, 70 Lakh Grievances Solved
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