Excelsior Correspondent
NEW DELHI, Dec 4: Union Minister of State (Independent Charge) for Science and Technology, Minister of State (Independent Charge) for Earth Sciences, MoS PMO, Department of Atomic Energy, Department of Space, Personnel, Public Grievances and Pensions, Dr. Jitendra Singh today shared in Lok Sabha data citing progressive decline in grievance redressal time.
The Minister stated that the Government has taken a number of measures for enhanced accessibility of citizens from remote and rural areas, which has resulted in over 28 lakh citizens being registered on CPGRAMS portal from 795 districts across the country with an average monthly citizen registration of 70,000. Government has collaborated with Common Service Centres (CSC) to leverage the network of Village Level Entrepreneurs (VLEs) of CSCs across 5.6 lakh villages.
4.68 lakh grievances have been filed through Common Service Centres in 2023 and 2024. Government has adopted the CPGRAMS 10 step reform to enhance awareness and usability of CPGRAMS. These reforms include regional language facility on the CPGRAMS portal, citizen engagement through feedback call centre, simplification in citizen registration, collaboration with CSCs and launch of CPGRAMS mobile application.
The Government has also conducted several awareness programmes for VLEs with focus on rural/farmer centric schemes like Pradhan Mantri Awas Yojana(PMAY) and Pradhan Mantri Kisan Samman Nidhi ( PM-KISAN) . 20th of every month is being observed as CSC-CPGRAMS Day to enhance awareness and increase outreach of CPGRAMS amongst the rural population.
Centralized Pension Grievance Redress and Monitoring System (CPENGRAMS) has reduced the backlog with no case pending for more than 2 years as on date. 1,68,964 grievances have been resolved during the last two years (from 01.11.2022 to 31.10.2024).
For the redressal of grievances of family pensioners and super-senior pensioners, specific categorization of such grievances, including the delay in starting of family pension and additional pension, has been done for better monitoring. Further, regular reminders are issued and monthly Inter-Ministerial Review Meetings (IMRMs) are conducted for such cases. Also, under 100 days action plan, a month long Special Campaign, for redressal of family pension grievances, was launched in July, 2024, which achieved 94% redressal.
Redressal of pension grievances is an on-going process. As per the policy, all the pension grievances are redressed in the decentralized and time bound manner by the concerned Ministries/Departments as per the extant rules and in case final redressal is not done within the time limit, an interim reply with reason for delay is to be provided.
The Department has issued instructions from time to time with emphasis on ultimate and conclusive redressal of the grievances within 21 days from earlier 30 days. Quality of redressal is monitored through the feedback centre and Appeals are filed in the cases graded as ‘Poor’. These initiatives have helped in improving the redressal time and quality of redressal.
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