The Department of Administrative Reforms and Public Grievances (DARPG) released the Centralized Public Grievance Redressal and Monitoring System (CPGRAMS) monthly report for September, 2023, which provides a detailed analysis of types and categories of public grievances and the nature of disposal. This is the 17^th report on Central Ministries/Departments published by DARPG.

The progress for September, 2023 indicates 1,06,810 Grievances Redressed by Central Ministries/Departments. The Average Grievance Disposal Time in the Central Ministries/Departments in the year 2023, from January to September is 19 days. These reports are part of the 10-step CPGRAMS reforms process which was adopted by DARPG for improving quality of disposal and reducing the time lines.

In September, 2023, the BSNL Call Centre collected feedback from 87,520 citizens. Out of these, approximately ~39% citizens expressed satisfaction with the resolution provided to their respective grievances.

Hon’ble MoS Dr. Jitendra Singh launched the IGMS 2.0 developed by IIT-Kanpur and Automated Analysis in Tree Dashboard portal on 29th September, 2023. The Intelligent Grievance Monitoring System (IGMS) 2.0 Dashboard has been implemented by IIT Kanpur following an MoU with DARPG for upgrading CPGRAMS with Artificial Intelligence capabilities. The Dashboard provides instant tabular analysis of Grievances Filed & Disposed, State-wise & District-wise Grievances Filed & Ministry-wise data. Besides, the Dashboard will also help the officials identify the root cause of the grievance.

The report also mentions that the DARPG has signed a Non-Disclosure Agreement (NDA) with Bharat GPT team on 29th September, 2023. BharatGPT has a vision of creating a pool of Indian context data which would be made available for every Indian to develop applications on top of it. Under the aegis of the NDA, DARPG will share data with Bharat GPT who will build a demonstrable large language model for CPGRAMS.

The following are the Key Highlights of the DARPG’s monthly CPGRAMS report for September, 2023 for Central Ministries/ Departments:

1. PG Cases:

• In September, 2023, 109098 PG cases were received on the CPGRAMS portal, 106810 PG cases were redressed and there exists a pendency of 66835 PG cases, as of 30^th September, 2023
• The pendency in the Central Secretariat has increased from 63461 PG cases at the end of August, 2023 to 66835 PG cases at the end of September, 2023

2. PG Appeals:

• In September, 2023, 20868 appeals were received and 19640 appeals were disposed. The Central Secretariat has a pendency of 24258 PG Appeals at the end of September, 2023
• The pendency of appeals in the Central Secretariat has increased from 23030 appeals at the end of August, 2023 to 24258 appeals at the end of September, 2023

3. Grievance Redressal Assessment and Index (GRAI) – August, 2023

• Department of Agriculture and Farmers Welfare and Ministry of Home Affairs are the top performers in the Grievance Redressal Assessment & Index within the Group A for September, 2023
• Ministry of Development of North Eastern Region and NITI Aayog are the top performers in the Grievance Redressal Assessment & Index within the Group B for September, 2023

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SNC/PK