NEW DELHI —In a bid to swiftly address
citizen concerns, the centralised public grievance redress and monitoring
system (CPGRAMS) has successfully resolved over 70 lakh grievances in the last
three years (2022-2024), the government said on Monday.
From 2022 to 2024, the system enabled the resolution of
70,03,533 grievances and mapped 1,03,183 Grievance Redressal Officers (GROs) as
of October 31.
CPGRAMS, developed and monitored by the Department of
Administrative Reforms and Public Grievances (DARPG), is an online platform
available 24/7 that connects all ministries and departments across the country.
The public grievance system now connects 92 central
ministries, departments and organisations with 36 states/UTs, offering a
seamless platform supported by over 73,000 active subordinate users.
With 96,295 organisations registered, CPGRAMS has
significantly improved citizen engagement and service delivery.
Citizens can file complaints through the web portal, the
mobile app on the Google Play Store, or the UMANG app.
Each complaint receives a unique registration ID,
allowing users to track its progress. Additionally, the ‘My Grievance’ app
serves as an independent platform for filing and tracking complaints, according
to the Ministry of Personnel, Public Grievances and Pensions.
The government is prioritising a citizen-centric approach
for a developed Bharat, ensuring active participation from citizens in the
development process.
At the third ‘Biennial Pan-Commonwealth Heads of Public
Service Meeting’ in April this year, the Commonwealth Secretariat highlighted
it as a future-ready governance tool. The system has proven effective in
addressing citizens' grievances with swift resolutions and improved public
safety.
Now, DARPG is developing the NextGen CPGRAMS platform to
improve grievance redressal.
Building on CPGRAMS 7.0, it will offer features like
grievance filing via WhatsApp/Chatbot, voice-to-text lodging, instant alerts,
and auto-escalation. Grievance Redressal Officers will benefit from machine
learning-based auto-replies and auto-populated reports. Monitoring bodies can
track grievances by grouping, sector and ministry.
The ‘NextGen CPGRAMS’ system is set to launch on July 1,
2025, further enhancing the grievance resolution process.
