NEW DELHI, Mar 24 : Government’s Grievance redressal rate has crossed one lakh cases per month and this is for the first time since the inception of CPGRAMS (Centralised Public Grievance Redress and Monitoring System) under the Department of Administrative Reforms and Public Grievances in the Union Ministry of Personnel. This record figure was registered during the course of regular weekly and monthly monitoring of the disposal and redressal of public grievances.
Disclosing this here today, Dr Jitendra Singh said that when Narendra Modi took over as the Prime Minister in 2014, the number of grievances filed per year from across the country was hardly 2 lakhs which has now crossed 20 lakhs per year and the grievance redressal rate gone up to more than 1 lakh per month. He said, this was possible because under the constant supervision of Prime Minister Narendra Modi, the Ministry of personnel was able to set up a vibrant grievance redressal mechanism, wherein timelines were fixed and written disposal of the grievances/ complaints was promptly done and also followed up with a telephone call by one of the functionaries to the concerned complainant. As a result of this, he said, people of this country gained confidence that there was a government headed by Prime Minister Modi which was prompt and sincere to respond to their grievances and to encourage the citizen participation in the governance.
Pertinent to mention that only recently, in reply to a question in the Lok Sabha, Dr Jitendra Singh had informed that in 2022, Ministries/ Departments have disposed 1.14 lac Public Grievances (PG) cases in August, 1.17 lac Public Grievances (PG) cases in September, 1.19 lac Public Grievances (PG) cases in October, 1.08 lac Public Grievances (PG) cases in November, 1.27 lac Public Grievances (PG) cases in December, 2022 and 1.25 lac Public Grievances (PG) cases in January, 2023. This is the first time since inception of CPGRAMS that PG case redressal has crossed 1 lac cases/ month.
Elaborating before the media, Dr Jitendra Singh said that the Government has taken several initiatives to improve quality of grievance redressal and reduce timelines of disposal. In 2022, the Government implemented the 10-step reforms of CPGRAMS, the Centralised Public Grievance Redress and Monitoring System. The reforms included Universalization of CPGRAMS 7.0, Technological Enhancements using AI/ML, Language Translation of CPGRAMS portal into 22 Scheduled languages, operationalization of Grievance Redressal Index, operationalization of a Feedback Call Centre, One Nation One Portal by integration of State Portal/Other Grievance Portals of Government of India with CPGRAMS, inclusivity and outreach with availability of CPGRAMS in all Common Service Centres, Training and Capacity Building of Grievance Redressal Officers under Sevottam scheme, publishing monthly reports for Central Ministries/Departments and States/UT’s and establishment of a Data Strategy Unit for data analytics.
The Minister further added that the average disposal time of Central Ministries/Departments has decreased from 32 days in 2021 to 27 days in 2022 to 19 days in January 2023. The 2022 Feedback Call Centre report indicated 2,51,495 successful calls, of which 57,486 had excellent and very good feedback and 73,817 calls where citizens expressed satisfaction. In case of poor rating the option of appeal to higher officers is provided to the citizen. Nodal and Sub-Nodal Appellate Authorities have been operationalised in all Ministries/Departments.
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