Redressal of Public Grievances - PIB

Ministry of Personnel, Public Grievances & Pension

Redressal of Public Grievances

07 FEB 2019

Disposal of grievances is done by Ministry/Department as per Allocation of Business Rules, 1961, which is then reflected on the CPGRAMS portal against the corresponding registration number of the grievance. Regular review meetings are held to monitor both disposed and pending grievances in the respective Departments and also in Department of Administrative Reforms and Public Grievances, Government of India.

The number of grievances received during the last three years, disposed of and pending are as follows:-

Year	Received	Disposed	Pending
2016	1483165	1262213	670625
2017	1866124	1773020	763729
2018	1577500	1498519	842710

Government has taken several steps to make the Grievance Redressal Mechanism effective for quick disposal of public grievances which are as under:

1. Review of Grievances of identified Ministry/Department is undertaken every month during meetings conducted on PRAGATI (Pro-Active Governance and Timely Implementation) platform.
2. For effective monitoring of grievances at Secretary level, an electronic Dashboard has been created showing the consolidated status of grievances disposed and pending, on CPGRAMS.  Weekly reminders through SMS are also being sent for pending grievances.
3. A Grievance Analysis Study in respect of top 40 grievance receiving Ministries/Departments/Organizations listed on CPGRAMS for identifying grievance prone areas, their root cause analysis and suggested systemic reforms for reducing such grievances, has been carried out by Department of Administrative Reforms and Public Grievances. Several suggested systemic reforms have been implemented by the concerned Ministries/Departments.  Some of these Reforms are: automatic refunds on cancellation of Railways Tickets, Single Window Pension through disbursing Banks, intensive mechanized cleaning of coaches, e-verification of Income Tax Returns, expeditious Income Tax Returns upto Rs.50,000/-, etc.
4. A Public Grievances Call Centre has been set up for reminding the concerned officials of top 40 Ministries/Departments/Organizations for expeditious disposal of grievances pending for more than 2 months.
5. An Award Scheme has been launched for recognizing outstanding performance with respect to disposal of grievances on CPGRAMS on a quarterly basis through issue of Certificate of Appreciation.
6. Training on CPGRAMS is conducted on a regular basis.
7. A new Mobile App which is more user-friendly for lodging of public grievances has been developed. The Grievance Action Status can also be viewed on the mobile itself.  This has been integrated with Unified Mobile Application for New-age Governance (UMANG).  This initiative also facilitates lodging of grievance anywhere anytime.

This information was provided by the Union Minister of State (Independent Charge) Development of North-Eastern Region (DoNER), MoS PMO, Personnel, Public Grievances & Pensions, Atomic Energy and Space, Dr Jitendra Singh in written reply to a question in Rajya Sabha today.

PIB

Redresasal of Public Grievances & CPGRAMS

Redresasal of Public Grievances & CPGRAMS

Ministry of Personnel, Public Grievances & Pensions
Redresasal of Public Grievances

19 DEC 2018

As per the data available on the online Centralized Public Grievance Redress and Monitoring System (CPGRAMS), the year-wise number of grievances received and disposed off during the period from 1.1.2014 to 13.12.2018 in respect of Ministries/Departments of Government of India is as under:

There has been about fivefold increase in the number of grievances received in CPGRAMS from 2014 to 2017.  The rate of disposal has also kept pace with the number of grievances received during the period.  High rate of disposal has been achieved since the Government has taken every possible step to put in place a strong Grievance Redress Mechanism.

Government has taken several steps to make the Grievance Redressal Mechanism effective for quick disposal of public grievances which are as under:

(i)    Review of Grievances of identified Ministry/Department is undertaken every month during meetings conducted on PRAGATI (Pro-Active Governance and Timely Implementation) platform.

(ii)   For effective monitoring of grievances at Secretary level, an electronic Dashboard has been created showing the consolidated status of grievances disposed and pending, on CPGRAMS. Weekly reminders through SMS are also being sent for pending grievances.

(iii)  A Grievance Analysis Study in respect of  top 20 grievance receiving Ministries/ Departments/ Organizations listed on CPGRAMS for identifying grievance prone areas, their root cause analysis and suggested systemic reforms for reducing such grievances, has been carried out by Department of Administrative Reforms and Public Grievances. Several suggested systemic reforms have been implemented by the concerned Ministries/Departments.  Some of these reforms are: automatic refunds on cancellation of Railway Tickets, Single Window Pension through disbursing Banks, intensive mechanized cleaning of coaches, e-verification of Income Tax Returns, expeditious Income Tax Returns upto Rs.50,000/-,  etc.

(iv) In continuation of the Grievance Analysis Study in respect of top 20 Ministries/ Departments receiving maximum grievances on CPGRAMS, another Grievance Analysis Study for next 20 Ministries/ Departments receiving bulk of the grievances has also been carried out by Department of Administrative Reforms and Public Grievances.

(v)    A Public Grievances Call Centre has been set up for reminding the concerned officials of top 40 Ministries/Departments/Organizations for expeditious disposal of grievances pending for more than 2 months.

(vi)   An Award Scheme has been launched for recognising outstanding performance with respect to disposal of grievances on CPGRAMS on a quarterly basis through issue of Certificate of Appreciation.

(vii)  Review meetings are being taken on regular basis with the representatives of Central   Ministries/ Departments for monitoring pendency of public grievances.

(viii) Training on CPGRAMS is conducted on regular basis.     

(ix)  A new Mobile App which is more user-friendly for lodging of public grievances has been developed.  The Grievance Action Status can also be viewed on the mobile itself.  This has been integrated with Unified Mobile Application for New-age Governance (UMANG).  This initiative also facilitates lodging of grievance anywhere anytime.

This was stated by the Minister of State in the Ministry of Personnel, Public Grievances and Pensions and Minister of State in the Prime Minister’s Office Dr. Jitendra Singh in a written reply to a question in the Lok Sabha today.

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Statement to be made by the Minister in every six months regarding status of implementation of recommendations contained in the Reports of the Department Related Parliamentary Standing Committee on Personnel, Public Grievances and Pensions on Demands for Grants

Statement to be made by the Minister in every six months regarding status of implementation of recommendations contained in the Reports of the Department Related Parliamentary Standing Committee on Personnel, Public Grievances and Pensions on Demands for Grants

REMINDER
IMMEDIATE
PARLIAMENT MATTER

No. 41034/7/2015-Estt.(Res.)
Government of India
Ministry of Personnel, Public Grievances and Pensions
Department of Personnel and Training
Establishment Reservation - I Section

North Block, New Delhi-110 001
Dated November 23, 2017

OFFICE MEMORANDUM

Subject: Statement to be made by the Minister in every six months regarding status of implementation of recommendations contained in the Reports of the Department Related Parliamentary Standing Committee on Personnel, Public Grievances and Pensions on Demands for Grants

The undersigned is directed to refer to this Department's OM of even number dated 23.10.2017 (copy enclosed) on the subject noted above and to say that the requisite information has been received only from the Ministries/Departments listed at Annexure.

2. It is requested that the information sought by the Department Related Parliamentary Standing Committee on Personnel, Public Grievances, Law and Justice on Demands for Grants may be forwarded to this Department by 01.12.2017 positively for onward submission to the Hon'ble Committee.

(G. Srinivasan)
Deputy Secretary

Source: DoPT

Dr Jitendra Singh gives away awards to various Ministries/Departments for meritorious performance in handling Public Grievances on PG portal

Dr Jitendra Singh gives away awards to various Ministries/Departments for meritorious performance in handling Public Grievances on PG portal

Minister reviews the functioning of DARPGSEVA

The Union Minister of State for Development of North Eastern Region (I/C), Prime Minister’s Office, Personnel, Public Grievances & Pensions, Atomic Energy and Space, Dr Jitendra Singh gave away the award of certificates for meritorious performance by the Ministries/Departments for effective redress of public grievances received on CPGRAMS, here today. Under the scheme, the certificate of recognition is given to three Ministries/Departments who are found to have done outstanding work during a quarter as per the prescribed criteria.

On the occasion, Dr Jitendra Singh awarded the following Ministries/departments for the quarter July, 2016 to September, 2016 and October, 2016 to December, 2016:

Group	(July-Sep, 2016)	(Oct-Dec, 2016)
A (Ministries/Deptts receiving upto 300 grievances during the quarter)	Ministry of Development of North Eastern Region	Department of Scientific and Industrial Research
B (Ministries/Deptts receiving upto 301-2000 grievances during the quarter)	Ministry of Women and Child Development	Ministry of Housing and Poverty Alleviation
C (Ministries/Deptts receiving upto above 2000 grievances during the quarter)	Central Board of Direct Taxes (Income Tax)	Central Board of Direct Taxes (Income Tax)

Speaking on the occasion, Dr Jitendra Singh said that the awards will act as a motivator for the departments. He said that the number of grievances lodged has increased considerably in the recent years, which shows the increased faith of public in the government. He also said that the emphasis of the government has been on transparency and accountability. The Minister also said that the government has given importance to citizen-centric government with maximum governance and minimum government.

The Minister also reviewed the functioning of Twitter Seva started by the DARPG on February 1, 2017. The Twitter Seva will enable the DARPG to reach out to the common public and various stakeholders for facilitating redress of grievances and other issues of importance related to department.

The senior officers of the department were also present on the occasion.

PIB

Grievance Officer to take up public complaints every Wednesday

Grievance Officer to take up public complaints every Wednesday

New Delhi: Grievance Officers have been designated in all central government departments to deal with public complaints, Union minister Jitendra Singh said today.

They have been mandated to hear citizens’ grievances every Wednesday, he said.

As per the guidelines issued by the Department of Administrative Reforms and Public Grievances, each ministry, department, public sector undertaking and autonomous organisation is required to designate a full-time Grievance Officer as Director of Public Grievances.

“The Director of Public Grievances shall be actively involved in the process of dealing with grievances. Every Wednesday of the week has been earmarked for the Director of Public Grievances for hearing grievances of citizens,” said Singh, the Minister of State in the Prime Minister’s Office, in a written reply to Lok Sabha.

As per norms, a grievance is required to be redressed within two months. In case it is not possible, an interim reply stating the reasons for delay has to be provided.

The names of the Directors of Public Grievances for various ministries are available on www.Pgportal.Gov.In.

Grievance Officer to take up public complaints every Wednesday

New Delhi: Grievance Officers have been designated in all central government departments to deal with public complaints, Union minister Jitendra Singh said today.

They have been mandated to hear citizens’ grievances every Wednesday, he said.

As per the guidelines issued by the Department of Administrative Reforms and Public Grievances, each ministry, department, public sector undertaking and autonomous organisation is required to designate a full-time Grievance Officer as Director of Public Grievances.

“The Director of Public Grievances shall be actively involved in the process of dealing with grievances. Every Wednesday of the week has been earmarked for the Director of Public Grievances for hearing grievances of citizens,” said Singh, the Minister of State in the Prime Minister’s Office, in a written reply to Lok Sabha.

As per norms, a grievance is required to be redressed within two months. In case it is not possible, an interim reply stating the reasons for delay has to be provided.

The names of the Directors of Public Grievances for various ministries are available on www.Pgportal.Gov.In.

Parliament Standing Committee on Personnel, Public Grievances, Law and Justice to visit Bengaluru, Chennai and Bhopal

Parliament Standing Committee on Personnel, Public Grievances, Law and Justice to visit Bengaluru, Chennai and Bhopal

The Department-related Parliament Standing Committee on Personnel, Public Grievances, Law and Justice will visit Bengaluru, Chennai and Bhopal beginning 20th June, 2016. The committee consisting of 28 MPs will be chaired by Dr E.M.S. Natchiappan.

During the visit, the Committee will hold meeting with the representatives of recognised political parties and Chief Electoral Officer (CEO) of the state on implementation of Model Code of Conduct for Political Parties during General Elections. The members will also meet the representatives of State Governments, State Public Service Commission and Administrative Training Institute and Indian Institute of Management in the respective states, on the subject of appointment of advisors/experts in Government establishments.

During visit to Bengaluru, the committee will visit the National Law School of India University and hold interaction with Christ University School of Law, Law Academies, Law firms including State Judicial Academy, Bar Council of Karnataka and University Law College, Bangalore University on “Promotion of Legal Education and Research under the Advocates Act, 1961”. The Committee will also hold meeting with State Bank of Mysore, Vijaya Bank, Aeronautical Development Establishment, Hindustan Aeronautics Ltd. (HAL), Bharat Sanchar Nigam Ltd. (BSNL) and National Small Industries Corporation on the “Status of implementation of Public Grievance Redressal Mechanism, Vigilance Administration and Right to Information Act”.

In Chennai, the committee will visit the Tamil Nadu Dr Ambedkar Law University and hold discussions on “Promotion of Legal Education and Research ”. The committee will also hold meeting with representatives of Bharat Petroleum Corporation Limited (BPCL), Indian Overseas Bank, Bharatiya Nabhikiya Vidyut Nigam Ltd. (BHAVINI), National Thermal Power Corporation Ltd, Neyveli Lignite Corporation, Nuclear Power Corporation of India Limited (NPCIL) and Airports Authority of India on the “Status of implementation of Public Grievance Redressal Mechanism, Vigilance Administration and Right to Information Act”.

During its visit to Bhopal, the committee will hold discussion with Gas Authority of India Ltd. (GAIL), Northern Coalfields Limited, National Buildings Construction Corporation (NBCC), Metals and Minerals Trading Corporation of India (MMTC), Metallurgical & Engineering Consultants (MECON Limited), Bharat Coking Coal Limited and Oriental Insurance Company Ltd on the “Status of implementation of Public Grievances Redressal Mechanism, Vigilance Administration and Right to Information Act”. The committee will also visit the National Judicial Academy of India, Bhopal and hold interaction on Promotion of Legal Education and Research.

PIB

Dr Jitendra Singh to inaugurate workshop on Anubhav and Sankalp tomorrow

Dr Jitendra Singh to inaugurate workshop on Anubhav and Sankalp tomorrow

‘Anubhav awards’ to retired Government servants for Best write-ups

The Union Minister of State (Independent Charge) for Development of North Eastern Region (DoNER), MoS PMO, Personnel, Public Grievances, Pensions, Atomic Energy and Space, Dr Jitendra Singh will inaugurate the workshop on ‘Anubhav’ and ‘Sankalp’ here tomorrow. The purpose of the workshop is to reach out to large number of retiring employees and to encourage participation in ‘Anubhav’ and ‘Sankalp”. Dr Jitendra Singh will also give awards for best write-ups received under ‘Anubhav’.

The Department of Pensions & Pensioners’ Welfare launched an online software ‘Anubhav’ on the directions of the Prime Minister Shri Narendra Modi. It was launched for showcasing outstanding work by retiring employees and sharing their experience with the Government. Another initiative called ‘Sankalp’ has also been launched by this Department to channelize the experience and skill of retired Government servants towards meaningful interventions in society.

The Department has provided a platform ‘ANUBHAV’ for the retiring Central Government Employees to showcase commendable work done during service. It is envisaged that this would provide satisfaction to the retiring employees and also act as a motivator for serving employees. This would also be a wonderful opportunity to garner the resource of retiring employees for voluntary contribution to nation building post retirement. For this purpose an online system viz “Anubhav” has been developed and necessary instruction for use of this application by the retiring employees/Head of Offices/Head of Departments in the Ministries / Departments were issued by this Department in February and March, 2015. The Department has already received more than one thousand write-ups under this initiative.

With a view to give greater impetus to this activity, this Department has also launched an Award Scheme for best write-ups which may have potential of contributing to the efficiency / economy /effectiveness or mentioning any innovation leading to improved work culture including any contribution considered significant by the retiring employee. The authors of best write-ups will also be given awards during the above event by the Minister.

The SANKALP is a project to channelize the skill, experience and time available with Central Government Pensioners into meaningful social intervention. The project has started on pilot basis for 2,000 pensioners. The Department has so far registered more than 1500 pensioners and 19 Pensioners’ Associations under this project. The Department has also registered 16 NGOs to involve Central Government Pensioners in social activities. With a view to create awareness amongst retiring employees about this project and a smooth transition from active life to lead a healthy and purposeful retired life, this Department has been organizing Pre-Retirement Counselling (PRC) Workshops. The Department has, so far conducted 28 such PRCs involving about 1700 participants. The Department has also been conducting workshops to create a pool of trainers, for which Training of Trainers (TOT) are being conducted for personnel of Central Armed Police Forces. So far 7 workshops on TOT involving 502 personnel have been conducted.

PIB News

Mobile app for Public Grievances portal launched by Dr. Jitendra Singh

Mobile app for Public Grievances portal launched by Dr. Jitendra Singh

 The Union Minister of State (Independent Charge) for Development of North Eastern Region (DoNER), MoS PMO, Personnel, Public Grievances & Pensions, Atomic Energy and Space, Dr. Jitendra Singh launched the Mobile Application for the Centralized Public Grievances Redress & Monitoring System (CPGRAMS) portal of the Department of Administrative Reforms and Public Grievances (DARPG) here today.  

In this direction a further step has been taken by providing M-access to citizens through mobile phones. A Quick Response (QR) code has been provided on the pg-portal which can be scanned on to the smart phone after which grievances can be sent from the smart phone directly on to CPGRAMS.  

Speaking on the occasion, Dr. Jitendra Singh said this is another step towards translating the Prime Minister Shri Narendra Modi’s vision of “ART of Governance” as spelt out by him, with A for Accountability, R- Responsibility and T- Transparency, forming the bedrock of the Government. He said the goal is that the Administration should be citizen centric, transparent and responsive. Dr. Jitendra Singh said more than six lakh public grievances have been settled since the NDA Government assumed office. This data will form the resource material to improve the Governance, he added.  

Dr. Jitendra Singh hoped the common public will make maximum use of the mobile app since the mobile phone has emerged as the easiest way of communication from anywhere across the country.  

In his address, Secretary, DARPG and Secretary, Department of Pensions & Pensioners’ Welfare, Shri Devendra Chaudhary said the mobile app will not only allow lodging of grievances, but the people can also track the status of the redress of their grievance. The DARPG is also carrying out analysis of the grievances and a systematic response is being worked out on how best to address the grievances, he added.  

Secretary, Department of Personnel & Training, Shri Sanjay Kothari was also present during the launch function.  

The Mobile App for the CPGRAMS is another innovative initiative of the DARPG, the nodal agency to formulate policy guidelines for citizen-centric governance in the country, redress of citizens’ grievances, being one of the most important initiatives of the department. The DARPG has been making endeavours to bring excellence in public service delivery and to redress grievances of citizens in a meaningful manner by effectively coordinating with different Ministries and Departments of the Government and trying to eliminate the causes of grievances.  

CPGRAMS is a Government of India portal aimed at providing the citizens with a platform for redress of their grievances. Grievances received on this platform are redressed by the concerned Ministry/Department/State. CPGRAMS was launched by DARPG in technical consultation with NIC in 2007. More than 16 lakh grievances have been lodged since January 1, 2012. In last 12 months nine lakh grievances have been lodged and 6.47 lakh disposed off.  

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