The centralised public grievance redress and monitoring system (CPGRAMS) has successfully resolved more than 70 lakh grievances over the past three years (2022-2024), the government announced on Monday.
This effort is part of a broader initiative to swiftly address citizen concerns.
From 2022 to 2024, the system enabled the resolution of 70,03,533 grievances and mapped 1,03,183 Grievance Redressal Officers (GROs) by October 31, ensuring efficient service delivery across the country.
CPGRAMS, developed and monitored by the Department of Administrative Reforms and Public Grievances (DARPG), is a 24/7 online platform that links all central ministries, departments, and organisations with 36 states and Union Territories (UTs), supported by over 73,000 active users.
With 96,295 organisations registered, CPGRAMS has significantly enhanced citizen engagement and grievance resolution.
The platform allows citizens to file complaints through the web portal, a mobile app available on the Google Play Store, or the UMANG app.
Each grievance is assigned a unique registration ID, enabling users to track its status in real time.
The ‘My Grievance’ app provides an independent platform for filing and tracking complaints, further enhancing accessibility.
The government’s focus on citizen-centric governance has been recognised globally.
At the third ‘Biennial Pan-Commonwealth Heads of Public Service Meeting’ in April 2024, CPGRAMS was highlighted as a future-ready tool for effective governance and swift grievance redressal.
To build on this success, DARPG is developing the NextGen CPGRAMS platform, which will introduce new features such as grievance filing via WhatsApp and chatbot, voice-to-text lodging, instant alerts, and automatic escalation for unresolved complaints.
Machine learning-based auto-replies and reports will assist Grievance Redressal Officers in streamlining responses, while monitoring bodies will have improved tools to track grievances by category, sector, and ministry.
The NextGen CPGRAMS is scheduled to launch on July 1, 2025, further strengthening the government’s commitment to resolving citizen concerns efficiently and enhancing public service delivery.
(With an input from IANS)
