In a significant move toward bolstering the efficiency of public services, the Indian Government is leveraging advanced artificial intelligence (AI) technology to augment the capabilities of the Centralised Public Grievance Redressal and Monitoring System (CPGRAMS) portal, as disclosed by Union Minister Dr Jitendra Singh today.
Dr Jitendra Singh revealed that a Data Strategy Unit has been established to conduct root cause analysis of grievances and implement systemic reforms aimed at enhancing the overall effectiveness of the grievance redressal mechanism.
The Union Minister of State (Independent Charge) for Science & Technology; MoS PMO, Personnel, Public Grievances, Pensions, Atomic Energy, and Space, Dr Jitendra Singh, shared this information in a written reply during the Lok Sabha session.
According to Dr Jitendra Singh, the reforms have resulted in a notable reduction in case pendency and an improvement in the average time taken for the disposal of public grievances. Over the last 16 months, Ministries and Departments have successfully disposed of more than 1 lakh cases per month, bringing the pendency of public grievance cases in central Ministries/Departments to an all-time low of 0.63 lakh cases.
The CPGRAMS portal has implemented a 10-step reform initiative to ensure effective grievance redressal. These include breaking language barriers by providing the portal in all scheduled languages, benchmarking the performance of Ministries/Departments, States/UTs through the Grievance Redressal and Assessment Index (GRAI), and the publication of monthly reports for both Central Ministries/Departments and States/UTs.
Other key reforms involve the establishment of a Feedback Call Centre for citizen feedback on the quality of redressal, the integration of various grievance portals of Central Ministries/States with CPGRAMS, and the expansion of CPGRAMS outreach in rural India through Common Service Centers (CSC).
Dr Jitendra Singh highlighted that public grievance redressal was a focal point of the Special Campaign conducted by the Government from October 2nd to October 31st, aimed at institutionalizing cleanliness and reducing pendency in government offices. A staggering 99.4% of the 5,21,958 public grievances received during the Special Campaign 2023 were successfully disposed of.
Providing an overview of the year 2023, Dr Jitendra Singh reported that the CPGRAMS portal received 19.45 lakh citizen grievances up to November 30, 2023. Impressively, around 19.60 lakh grievances, including backlog cases, have been successfully disposed of during this period.
CPGRAMS is a web-based portal allowing citizens to file grievances related to the Ministries/Departments of the Government of India or States/UTs. With role-based access for every Ministry and State, the system receives an average of 20 lakh grievances annually from the public, making it a crucial platform for effective citizen engagement and grievance resolution.