Dr Jitendra awards Ministries with highest grievance disposal

Union Minister Dr Jitendra Singh posing with the awardees of Certificates of Appreciation to Union Ministries with highest grievance disposal at North Block, New Delhi on Tuesday. Also seen in picture is Union Secretary ARPG, C. Viswanath.
Union Minister Dr Jitendra Singh posing with the awardees of Certificates of Appreciation to Union Ministries with highest grievance disposal at North Block, New Delhi on Tuesday. Also seen in picture is Union Secretary ARPG, C. Viswanath.

Excelsior Correspondent
NEW DELHI, Oct 4: Union Minister of State (Independent Charge) for Development of North Eastern Region (DoNER), MoS PMO, Personnel, Public Grievances, Pensions, Atomic Energy and Space, Dr Jitendra Singh today awarded Certificates of Appreciation to Union Ministries / Departments with highest grievance disposal and redressal, judged on the basis of performance in the “Centralized Public Grievance Redress And Monitoring System” (CPGR-AMS).
Speaking on the occasion, Dr Jitendra Singh said that when the Modi Government took over, the average number of complaints being received at the Grievance Cell in the Department of Administrative Reforms & Public Grievances (ARPG) was hardly about two lakhs per year and the Grievance Cell was, by and large, inactive. Within two years, however, he said, the number of grievances / complaints being filed has gone up to an average of over 6 lakh per year, because prompt and satisfactory disposal of grievances has raised the confidence of citizens and encouraged them to file more and more representations.
As an innovative initiative, Dr Jitendra Singh said, the officers in the Department of ARPG as well as he himself, as Minister, have started the practice of randomly calling up some of the complainants after the redressal of their grievance, to receive their feedback. This experiment has generated so much enthusiasm among the citizens that they sometimes refuse to believe that the Minister is himself speaking to them on the phone line. However, he said, this practice has not only reinforced citizens’ faith in the Government, but also helps the Government to receive valuable inputs as well as assess the level of satisfaction on the part of the complainant.
The practice of awarding Union Ministries / Departments with best grievance redressal performance in any given quarter of the year was also started recently at the behest of Dr Jitendra Singh and it has helped introducing a sense of competitiveness among the Nodal Officers for public grievances in different wings of the Government. Those awarded today for the quarterly three months from April to June 2016 included the Department of Chemicals & Petrochemicals under the Ministry of Chemicals & Fertilizers, Department of Expenditure under Ministry of Finance and Department of Defence in Category A, B & C respectively. The redressal of complaints by all the three recipients of awards today was absolute 100%.
Dr Jitendra Singh said, such rare cases which post on social media or by other means that their grievance has not been redressed, are actually the grievances which are either purely subjective, self-righteous or technically fallacious. However, he appealed that the best way to file a grievance is to do so through the CPGRAMS notified by the Department of Administrative Reforms & Public Grievances (ARPG).
Also present on the occasion was C. Viswanath, Union Secretary Department of ARPG and senior officers in the Government of India.

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