India’s Centralised Public Grievance Redress and Monitoring System (CPGRAMS) received global recognition during the 3rd Biennial Pan-Commonwealth Heads of Public Service/Secretaries to Cabinet Meeting in London, marking a significant step forward in the use of technology in governance.
CPGRAMS is an online platform allowing citizens to register grievances with government authorities on service-related matters. It serves as a unified portal connecting all ministries and departments of the central and state governments, with role-based access.
Accessible via a mobile app and integrated with UMANG, citizens can track their grievance status using a unique registration ID. Additionally, CPGRAMS offers an appeal process for dissatisfied complainants, enabling feedback submission and further appeals if necessary, all easily traceable through the grievance registration number.
The Department of Administrative Reforms and Public Grievances (DARPG) led the Indian delegation in London, showcasing CPGRAMS as a beacon of Smart Government, emphasising its utilization of artificial intelligence (AI), machine learning (ML), and data analytics for effective public grievance redressal.
Under the theme of “Institutionalization of SMART Government for Improving Service Delivery”, the meeting, attended by nearly 50 Commonwealth member countries, underscored India’s pioneering efforts in leveraging technology to bridge the gap between citizens and government.
V Srinivas, Secretary of DARPG, presented India’s achievements with CPGRAMS on April 23, highlighting its role as a global best practice in grievance redressal. The Secretary General of the Commonwealth, Patricia Scotland KC, hailed CPGRAMS as a state-of-the-art system, advocating its replication to benefit the remaining 1.2 billion citizens across the Commonwealth, mirroring the transformation witnessed by 1.4 billion citizens in India.
Dignitaries from member countries, including Ambassador Anthony Muchiri of Kenya, Permanent Secretary Zena Syed Ahmad of Tanzania, and Cabinet Secretary Patrick Kangwa of Zambia, lauded CPGRAMS as a monumental reform, acknowledging its potential for transformational governance in their respective nations.
During bilateral discussions, V Srinivas engaged in constructive dialogue with Patricia Scotland KC, exploring avenues for collaboration and knowledge exchange in the realm of Smart Governance.
Key highlights of India’s presentation included recognition of technology’s potential to empower citizens and enhance transparency and accountability, implementation of 10-step reforms resulting in improved grievance redressal quality and reduced timelines, and successful redressal of over 1.5 lakh grievances per month, with over 1 lakh grievance officers mapped on the CPGRAMS portal.
This also includes the introduction of intelligent grievance monitoring and tree dashboards, utilising AI and ML for evidence-based policymaking, as well as government approval for a Rs 128 crore allocation towards CPGRAMS version 8.0, aimed at upgrading the technology platform over the next two years.
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