In a decisive move to enhance the quality of grievance redressal and boost citizen satisfaction, the Department of Administrative Reforms and Public Grievances (DARPG) has intensified the implementation of the CPGRAMS-10 Step Reforms. These efforts follow the Prime Minister’s directives from the PRAGATI meeting on December 26, 2024. Key measures include senior officer-level reviews of grievance redressal, capacity building for Grievance Redressal Officers (GROs) under SEVOTTAM, technology upgrades via the Next-Gen CPGRAMS project, and the development of effective metrics for monitoring redressal quality.
The DARPG has introduced a dedicated review module in CPGRAMS and urged ministries and departments to conduct senior-level reviews of public grievances. Collaborating with the Administrative Staff College of India (ASCI) for capacity building, DARPG held a national workshop to finalize training strategies. Next-Gen CPGRAMS aims to revolutionize the grievance redressal process, incorporating cutting-edge technology and enhanced accessibility. Partnerships with technology giants such as the National Informatics Centre and the Indian Institute of Technology Kanpur are set to deliver a user-friendly interface for lodging grievances.
Further, DARPG has engaged the Centre for Good Governance (CGG) to develop ministry-wise rankings under the Grievance Redressal Assessment Index, focusing on citizen satisfaction. Outreach efforts include celebrating CSC-CPGRAMS Day on the 20th of each month and airing jingles on All India Radio to raise awareness among rural citizens.
Since the adoption of the 10-Step process, over 1.12 crore public grievances have been addressed, 103,675 Grievance Redressal Officers have been mapped, and more than 30 lakh citizens have registered on the CPGRAMS portal. Grievance redressal timelines have been reduced to 15 days, with over 20 lakh citizen feedbacks collected through the feedback call center. These reforms are expected to bring about greater efficiency, accountability, and satisfaction in the grievance redressal process.
