CPGRAMS (Central Public Grievance Redress

and Monitoring System)

Ministry of Personnel, Public Grievances & Pensions Government of India

March, 2015

2

Grievance Redress MechanismCentralised Public Grievance Redress and

Monitoring System

Citizen

Ministry/Department/ State Government

DARPG DoPPWDPG President’s Sectt. PMO

PG Portal

CPGRAMS

Citizen

Grievance Lodging

Acknowledgement through SMS/e-Mail

Forwarding of Grievance to the Organization Concerned

Forwarding of Grievance to the concerned field office

Online Status

TrackingATR

GRIEVANCE TRACKER

Current system

• Grievances received at multiple levels - By Ministries/ DARPG/DPPW/apex offices/State Govts.

• Received both in electronic(through email and fax) and physical form(through post, in person)

• CPGRAMS –In operation since June 2007.• Acknowledgement online/by post• Sent to concerned Ministry / Department/State Government• Central Govt. related are monitored by DARPG

State related

• State related sent to the nodal officer (PG)and applicant informed

• States have their own PG redress systems• CPGRAMS customized version adopted in 9

States/UTs viz., Haryana, Odisha, Puducherry, Rajasthan, Mizoram, Meghalaya, Uttarakhand, Jharkhand and Punjab

• Rajasthan and Punjab have integrated their system with CPGRAMS.

Process, Volume and Profile

• Attempt to redress within maximum 60 days• Monthly reviews by DARPG • Around 3 lakh received on CPGRAMS annually• Current disposal rate: 84 % for CPGRAMS,

above 90% for Central Govt entities• Grievances are generally received on Service

Delivery matters, retirement dues

• Service matter, retirement dues, request, land/revenue

• Civic amenities/quality of service

New initiatives - Background

• One common interface (http://pgportal.gov.in)• Centralized receipt, monitoring and analysis to aid systemic

changes • Rationalize both front-end receipt point and back-end

processing• Grass Root access

STEPS THUS FAR

• Leverage technology – broad base the input method to aid citizens.

• Provide for Citizens to lodge grievances:

(1) On the CPGRAMS portal with Ministry or Apex offices like DPG, PMO, President’s Secretariat etc

(2) Through physical copy -post to the above offices.

(3) E-mail to DARPG or Offices concerned

(4) Common service centres

(5) Mobile pull app-sms – on regular phones

(6) Through mobile application on smartphones

ANALYTICAL REPORTS

• Categories have been revised to cover more areas

• These categories are common for PMO and DARPG

• Disposal – Favorable / Part redress / reject• Reports based on nature of grievance,

geography and sector

Disposal and Pendency on CPGRAMS

Year Disposal Pending2011 147027 1558362012 168308 1888792013 243296 1810542014 301304 1970432015 69150 343041 *

*: Includes about 1.66 Lakhs PMO received grievances