The Department of Administrative Reforms and Public Grievances (DARPG) released the Centralized Public Grievance Redressal and Monitoring System (CPGRAMS) monthly report for December, 2023, which provides a detailed analysis of types and categories of public grievances and the nature of disposal. This is the 20^th report on Central Ministries/Departments published by DARPG.

Hon’ble MoS (PP) Dr. Jitendra Singh released the CPGRAMS Annual Report for the year 2023 and the CPGRAMS Mobile App at the inaugural function of the Good Governance Week 2023 on 19th December, 2023.

On 20th December, 2023, a Facebook Live Interaction was held where Shri V. Srinivas, Secretary, DARPG, interacted with CSC VLEs and delivered a detailed presentation on the CSC – CPGRAMS collaboration so far. In the year 2023, around 98 thousand grievances has been registered through CSCs on the CPGRAMS Portal. A total of 6,976 grievances have been registered through the Common Service Centres in the month of December, 2023. From October, 2023, onwards, CSC has started organising CSC-CPGRAMS Day on every 20th of the month, to increase the outreach of CPGRAMS and reach to the remotest citizen.

A stall was setup by DARPG at the Global Partnership on Artificial Intelligence Summit which was held at Bharat Mandapam, New Delhi, from 12th to 14th December, 2023. The analytical tools developed by IIT-Kanpur (IGMS Dashboard) and Data Strategy Unit (Tree Dashboard) along with the CPGRAMS Monthly Reports were showcased at the stall.

The progress for December, 2023 indicates 1,09,851 Grievances Redressed by Central Ministries/Departments. The Average Grievance Disposal Time in the Central Ministries/Departments in the year 2023, from January to December 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 December, 2023, the BSNL Feedback Call Centre collected 89017 feedbacks. Out of the total feedbacks collected, ~42% citizens expressed satisfaction with the resolution provided to their respective grievances. 53,344 feedbacks (60%) were collected for Central Ministries/Departments by the BSNL Feedback Call Centre.

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

1. PG Cases:

• In December, 2023, 116684 PG cases were received on the CPGRAMS portal, 109851 PG cases were redressed and there exists a pendency of 70516 PG cases, as of 31^st December, 2023
• For the 17^th month in a row, redressal of PG cases has crossed 1 lac/ month, the average timelines for disposal in December 2023 stands at 19 days and the citizen satisfaction has been reported at 42 percent.

2. PG Appeals:

• In December, 2023, 19568 appeals were received and 18617 appeals were disposed. The Central Secretariat has a pendency of 20841 PG Appeals at the end of December, 2023

3. Citizen Registration on CPGRAMS portal

• In December 2023, 0.34 lac citizens have registered themselves on the CPGRAMS portal, and a cumulative 2.75 lac citizens have registered on the CPGRAMS portal from January-December 2023.

4. Grievance Redressal Assessment and Index (GRAI) – December, 2023

• Ministry of Cooperation, O/o The Comptroller & Auditor General of India and, Department of Food and Public Distribution are the top performers in the Grievance Redressal Assessment & Index within the Group A for December, 2023
• Ministry of Drinking Water and Sanitation, Department of Legal Affairs and, Ministry of Development of North Eastern Region are the top performers in the Grievance Redressal Assessment & Index within the Group B for December, 2023

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SNC/PK