In a significant leap towards efficient governance, the Indian Government is harnessing the power of Next Generation AI-enabled technology to enhance the capacity of the Centralised Public Grievance Redressal and Monitoring System (CPGRAMS) portal, according to Union Minister Dr Jitendra Singh.
The implementation of Next Generation AI technology is aimed at boosting the capabilities of CPGRAMS in addressing public grievances promptly and effectively. Dr Jitendra Singh, Union Minister of State (Independent Charge) for Science & Technology; MoS PMO, Personnel, Public Grievances, Pensions, Atomic Energy, and Space, highlighted this transformative initiative.
A Data Strategy Unit has been established to conduct root cause analysis of grievances, facilitating systemic reforms to address underlying issues. Dr Jitendra Singh emphasized that these reforms have led to a substantial reduction in pendency and an improvement in the average time of grievance disposal. Ministries/Departments have consistently disposed of more than 1 lakh cases per month for the past 16 months, resulting in an all-time low pendency of 0.63 lakh cases in central Ministries/Departments.
Key reforms within the CPGRAMS framework include breaking language barriers by making the portal available in all scheduled languages, benchmarking the performance of Ministries/Departments and States/UTs through the Grievance Redressal and Assessment Index (GRAI), monthly publication of reports, establishing a Feedback Call Centre for citizen feedback on redressal quality, and integrating various grievance portals with CPGRAMS. The system is also expanding its outreach in rural India through Common Service Centers (CSC).
Dr Jitendra Singh highlighted the success of the Special Campaign conducted by the Government to institutionalize Swachhata and reduce pendency in government offices from October 2 to October 31. During this campaign, a remarkable 99.4% of the 5,21,958 public grievances were disposed of.
In 2023 alone, the CPGRAMS portal received 19.45 lakh citizen grievances (up to November 30, 2023), with approximately 19.60 lakh grievances, including backlog grievances, being successfully disposed of. The CPGRAMS portal serves as a web-based platform where citizens can file grievances related to the Ministries/Departments of the Government of India or States/UTs, with role-based access provided to every Ministry and State.
This technological evolution underscores the Government’s commitment to leveraging cutting-edge solutions for efficient and citizen-centric governance.
