It has been playing key role in bridging the gap between citizens and the government by swiftly addressing their concerns.
- More than 25 lakhs citizens have registered on CPGRAMS from 2019 to 2024.
- Average Closing Time for grievance redress declined from 22 days in 2022 to 12 days in 2024.
What is Centralized Public Grievance Redress and Monitoring System (CPGRAMS)?
- About: CPGRAMS is an online platform available to the citizens 24x7 to lodge their grievances to the public authorities on any subject related to service delivery.
- It is a single portal connected to all Ministries/Departments of Government of India & States.
- Developed & Monitored by: Department of Administrative Reforms and Public Grievances (DARPG).
- Global Recognition: CPGRAMS recognized by commonwealth secretariat as best practice in governance that can be replicated across Commonwealth nations.
Key Reforms to Improve CPGRAMS (Part of 10-step CPGRAMS Reforms)
- Technological Enhancement: Use of AI/ML technologies to prioritize grievances, detect patterns, & flag systemic issues etc.
- Language Translation: AI-based Bhashini integrated with CPGRAMS, enabling Grievance Redressal in language in which grievance was submitted.
- Grievance Redressal Assessment & Index: It evaluates effectiveness of Ministries/Departments in grievance redressal, fostering healthy competition to enhance efficiency & accountability.
- It has 4 dimensions–Efficiency, Feedback, Domain, & Organisational Commitment & 11 indicators.