The Aryavarth Express
Agency (New Delhi): The Government of India is set to further strengthen the Centralized Public Grievance Redress and Monitoring System (CPGRAMS) with several new reforms aimed at enhancing public service delivery. These measures include the full rollout of the CPGRAMS mobile application by March 2024, the adoption of CPGRAMS version 7.0 in Gujarat, strengthened collaboration between Common Service Centers (CSC) and CPGRAMS, and the use of the Anuvadini AI tool for translating CPGRAMS reports into regional languages.
January 2024 marked a significant milestone in public grievance redressal, achieving the highest monthly disposal of grievances in Ministries/Departments with 1,21,478 cases resolved. Additionally, 58,000 grievances were addressed in States/UTs, and feedback was collected from 93,000 citizens through the feedback call center.
The CPGRAMS – 10 Step Reforms, initiated in 2022, played a pivotal role in reducing grievance redressal timelines and improving the quality of responses. These reforms focused on universalizing CPGRAMS 7.0, integrating AI, making CPGRAMS multilingual, and establishing a comprehensive grievance redressal and assessment index, among others. The 20th of every month is now observed as CPGRAMS Day by CSCs across India to enhance accessibility in remote areas.
The Department of Administrative Reforms and Public Grievances (DARPG) has encouraged State/UT Administrative Training Institutes to utilize Sevottam Scheme budgets for capacity building programs for Grievance Redressal Officers. DARPG has also engaged with the Government of Gujarat for the adoption of CPGRAMS ver 7.0 in the state.
Anuvadini, an AI-based voice and document translation tool, is set to bridge the language gap in grievance redressal, enabling the translation of CPGRAMS Monthly Reports into various regional languages.
The CPGRAMS App, developed in collaboration with IIT-Kanpur, will facilitate citizens to register grievances using their mobile phones, with features like voice-to-text in both English and Hindi. This app is expected to significantly ease the process of lodging and tracking public grievances.
These initiatives represent a significant leap towards a more responsive and citizen-centric public grievance redressal system in India, ensuring that public services are delivered efficiently and are accessible to all, irrespective of language barriers or geographical location.