Govt steps for Monitoring of Grievances of Public

By | March 3, 2016
(Last Updated On: March 3, 2016)

Monitoring of Grievances

The total number of grievances received on the online Centralized PublicGrievance Redress and Monitoring System(CPGRAMS) in respect of Central GovernmentMinistries/ Departments during the last four years are as under:-



No. of Grievances received


The increase is due to a number of citizen friendly measures taken by the Government particularly integration of Prime Minister Office Public Grievances Redress Mechanism with CPGRAMS, launch of a Mobile App through which grievances can be lodged on CPGRAMS through android based Mobile phones, integration of Common Services Centre portal with the CPGRAMS and also higher expectations of the citizens from the Government.

Instructions have been issued by the Department of Administrative Reforms and Public Grievances to Secretaries of all the Ministries/Departments to accord top level priority to the redress of grievances by including monitoring of grievance pendency as an agenda item in review meetings in their Ministries/Departments and to make it clear to all concerned dealing with public grievances that unwarranted delays in redressing grievances would be viewed seriously. To enable effective monitoring of grievances at Secretary level, an electronic Dashboard has been created showing the consolidated status of grievances disposed and pending on CPGRAMS for which the user IDs and passwords have been duly provided to all the Secretaries of Central Ministries/Departments. Secretaries of all the Departments having substantial public dealing have been advised to personally examine at least 10 grievances every week and upload the report on e samiksha portal of Cabinet Secretariat.

Some of the other important steps taken by the Department of Administrative Reforms and Public Grievances for expeditions and effective disposal of public grievances include : a Grievance Analysis Study of the top 20 grievance receivingMinistries/Departments/Organisations for identifying the major grievances , root cause analysis and systemic reforms for reducing the grievances and regular review meetings in the Department of Administrative Reforms and Public Grievances for monitoring the pendency of public grievances.

This was stated by Minister of State in the Personnel, Public Grievances and pensions and Dr. Jitendra Singh in a written reply to a question by Kunwar Haribansh Singh, Dr. Sunil Baliram Gaikwad,Shri Sudheer Gupta, Shri S.R. Vijayakumar, Dr. J. Jayavardhan, Shri Gajanan Kirtikar, Dr. Kirit P. Solanki, Shri Ashok Shankarrao Chavan and Shri Bidyut Baran Mahato in Lok Sabha today.

Source Ministry of Personnel, Public Grievances & Pensions 02-March, 2016

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