Centralised
Public Grievance Redress and Monitoring System (CPGRAMS)
Prelims:
E-Governance,
Government Initiatives
Mains:
GS
Paper II- E-Governance, Government Policies and Interventions
Current
relevance:
The Centralised Public Grievance Redress and Monitoring System (CPGRAMS) has emerged as a comprehensive digital governance platform connecting Central Ministries, Departments, States and Union Territories for timely grievance resolution. Recent reforms include AI-driven monitoring, multilingual services, Samadhan Didi and the development of NextGen CPGRAMS.
Highlights:
Evolution of CPGRAMS:
1.
Since 2014, India’s public grievance redressal system has transformed from a
fragmented, largely manual mechanism into a technology-driven platform
that prioritises efficiency, transparency and citizen satisfaction.
2.
Annual grievances increased from about 3.01 lakh in 2014 to
around 27 lakh in 2024.
3.
The number of Grievance Redressal Officers (GROs) increased from
10,232 in 2014 to more than 1.11 lakh by 2025.
4. Average disposal time
in Central Ministries and Departments declined from 157 days in 2014 to 15
days in 2025.
Digital Grievance Redressal Platform:
1.
CPGRAMS is the Government's flagship digital platform for public
grievance redressal.
2.
It is available 24×7 and provides a single platform connecting
Central Ministries, Departments, State Governments and Union Territories.
3. Citizens can lodge
grievances concerning public service delivery and track their resolution
digitally.
Working mechanism:
1.
Registration and Accessibility
Citizens can register grievances through the online
portal, CPGRAMS mobile application, UMANG integration and more than 5 lakh
Common Service Centres (CSCs), while grievances received through post are
digitised and uploaded to the platform.
2. Auto-Routing and Tracking
The platform automatically routes grievances to the appropriate
authority, while a unique registration ID enables citizens to track
their grievance status.
3. Time-Bound Redressal
§
Guidelines issued in August 2024 reduced the
grievance-resolution timeline from 30 days to 21 days.
§
Citizens dissatisfied with the resolution can use the appellate
mechanism, where the Nodal Appellate Authority must resolve the appeal
within 30 days.
4. The platform does not take up RTI matters, court-related/sub judice
matters, religious matters, and service-related grievances of government
employees including disciplinary proceedings.
10-Step Reform Programme
The
10-Step Reform Programme introduced in 2022 marked a major turning point
in the evolution of CPGRAMS. Continuous monitoring and targeted reforms
have since made grievance redressal more efficient, accessible and
citizen-centric.
1.
Universalisation of CPGRAMS 7.0: Introduced automatic routing of
grievances to the appropriate authority, with all Central Ministries and
Departments onboarded by 2022.
2.
Technological Enhancements: Integration of Artificial Intelligence,
Machine Learning, dashboards and data analytics enables real-time analysis,
identification of systemic issues and evidence-based improvements.
3.
Language Inclusivity: CPGRAMS accepts grievances in 22 Scheduled
Languages besides English, while BHASHINI integration enables
responses in the citizen’s preferred language.
4.
Grievance Redressal Assessment and Index (GRAI): Provides a performance
benchmarking framework to assess Ministries and Departments and promote
efficiency, accountability and healthy competition.
5.
Feedback Call Centre: Collects citizen feedback on resolved
grievances to assess service quality and identify areas requiring
improvement.
6.
One Nation–One Portal: Integrates State grievance portals and
other government platforms with CPGRAMS to create a unified grievance
redressal ecosystem.
7.
Inclusivity and Outreach: Integration with Common Service Centres
(CSCs) expands access to grievance redressal, particularly for citizens in rural
and remote areas.
8.
Training and Capacity Building: Regular training under the Sevottam
framework strengthens the capabilities of grievance officers and improves
the quality of grievance handling.
9.
Monitoring and Review: Monthly reports, review meetings and
engagement with Nodal Grievance Officers and Appellate Authorities promote
timely resolution, transparency and accountability.
10.
Data Strategy Unit: A dedicated unit within DARPG uses
advanced analytics to identify trends, support policy improvements and optimise
grievance redressal processes.
Source: PIB - https://www.pib.gov.in/PressReleasePage.aspx?PRID=2296724®=48&lang=1