New Delhi: India's public grievance redressal system CPGRAMS was introduced as a significant reform at a major Commonwealth meeting in London on Tuesday, attended by representatives of over 50 member countries, a top government official said.
V Srinivas, Secretary, Department of Administrative Reforms and Public Grievances (DARPG) made a presentation on Centralized Public Grievance Redress and Monitoring System (CPGRAMS) at the 3rd Biennial Pan-Commonwealth Meeting for Heads of Public Service at the Commonwealth Secretariat Headquarters. in London.
CPGRAMS allows citizens to lodge complaints against government departments online.
Patricia Scotland Casey, Secretary General of the Commonwealth, said: 'CPGRAMS is a state-of-the-art grievance redressal system across the 56 Commonwealth countries, based on smart government best practice.The Commonwealth's 1.2 billion citizens can benefit from adopting the technology platform. The way India's 1 billion citizens have benefited'', Srinivas said.
The Commonwealth is a voluntary association of 56 independent and equal countries.
Srinivas said CPGRAMS has been appreciated by Ambassador Anthony Muchiri, Chairman of the Public Service Commission of Kenya, as an effective grievance redressal platform and Jenna Syed Ahmed, Permanent Secretary (Services) of Tanzania, Cabinet Secretary Patrick Kangwa as a significant reform. Zambia Geoff Gare, Permanent Secretary to Botswana, and other Cabinet Secretaries/Permanent Secretaries to Uganda, Maldives and Grenada.The theme of the three-day conference, which began on April 22, was 'Institutionalization of Smart Government to Improve Service Delivery', with a focus on the use of artificial intelligence (AI) in governance.
Delivering a presentation on one of the major governance reforms, Srinivas said, “Technology has immense potential to bring citizens and government closer and can become a powerful tool to empower citizens and bring transparency and accountability in day-to-day functioning. Has been." ,
He said that effective redressal of public grievances is one of the most important aspects of Indian democracy and the government has given top priority to this subject with focus on citizen participation.
"Implementation of 10-step reforms of CPGRAMS has resulted in linear increase in the number of public grievances redressed to over 1,50,00 cases every month and reduction in timelines for disposal with improved quality across Central Ministries/Departments. There is a shortfall of 16 days of settlement,” Srinivas said.21,07,832 complaints were raised in 2023. A total of 9,58,80 complaints have been raised till March this year.
He said the next step for CPGRAMS is to deepen the use of AI in grievance redressal to adopt policy, process and people related changes, as well as operationalize CPGRAMS mobile app and CPGRAMS 7.0 version in all states and union territories. Have to adopt.
Srinivas said, “The Government of India has this year approved a scheme and given Rs 12 crore for effective redressal of public complaints, which envisages CPGRAM version 8.0 to develop a new source code and adopt latest technologies. Has been."
V Srinivas, Secretary, Department of Administrative Reforms and Public Grievances (DARPG) made a presentation on Centralized Public Grievance Redress and Monitoring System (CPGRAMS) at the 3rd Biennial Pan-Commonwealth Meeting for Heads of Public Service at the Commonwealth Secretariat Headquarters. in London.
CPGRAMS allows citizens to lodge complaints against government departments online.
Patricia Scotland Casey, Secretary General of the Commonwealth, said: 'CPGRAMS is a state-of-the-art grievance redressal system across the 56 Commonwealth countries, based on smart government best practice.The Commonwealth's 1.2 billion citizens can benefit from adopting the technology platform. The way India's 1 billion citizens have benefited'', Srinivas said.
The Commonwealth is a voluntary association of 56 independent and equal countries.
Srinivas said CPGRAMS has been appreciated by Ambassador Anthony Muchiri, Chairman of the Public Service Commission of Kenya, as an effective grievance redressal platform and Jenna Syed Ahmed, Permanent Secretary (Services) of Tanzania, Cabinet Secretary Patrick Kangwa as a significant reform. Zambia Geoff Gare, Permanent Secretary to Botswana, and other Cabinet Secretaries/Permanent Secretaries to Uganda, Maldives and Grenada.The theme of the three-day conference, which began on April 22, was 'Institutionalization of Smart Government to Improve Service Delivery', with a focus on the use of artificial intelligence (AI) in governance.
Delivering a presentation on one of the major governance reforms, Srinivas said, “Technology has immense potential to bring citizens and government closer and can become a powerful tool to empower citizens and bring transparency and accountability in day-to-day functioning. Has been." ,
He said that effective redressal of public grievances is one of the most important aspects of Indian democracy and the government has given top priority to this subject with focus on citizen participation.
"Implementation of 10-step reforms of CPGRAMS has resulted in linear increase in the number of public grievances redressed to over 1,50,00 cases every month and reduction in timelines for disposal with improved quality across Central Ministries/Departments. There is a shortfall of 16 days of settlement,” Srinivas said.21,07,832 complaints were raised in 2023. A total of 9,58,80 complaints have been raised till March this year.
He said the next step for CPGRAMS is to deepen the use of AI in grievance redressal to adopt policy, process and people related changes, as well as operationalize CPGRAMS mobile app and CPGRAMS 7.0 version in all states and union territories. Have to adopt.
Srinivas said, “The Government of India has this year approved a scheme and given Rs 12 crore for effective redressal of public complaints, which envisages CPGRAM version 8.0 to develop a new source code and adopt latest technologies. Has been."
