Government has accorded highest priority to Effective Redressal of Public Grievances with focus on citizen engagement. In 2022, Government had embarked on the CPGRAMS – 10 Step Reforms, which had resulted in significant reduction in timelines of redressal of public grievances and improvement in quality of grievance redressal. CPGRAMS – 10 Step reforms, envisaged Universalization of CPGRAMS 7.0, Use of AI in CPGRAMS, CPGRAMS in all languages, Grievance Redressal and Assessment Index, Operationalization of a Feedback Call Centre, One Nation – One Portal, CPGRAMS in CSCs, Sevottam Capacity Building Programs, establishment of a Data Strategy Unit and Documentation/ Dissemination of Monthly Progress Reports. As part of the ongoing CPGRAMS Reforms Government has initiated 4 new reform measures which will enable delivery of quality public services to citizens in a hassle-free manner. The new initiatives are full rollout of the CPGRAMS mobile application by March 2024, adoption of CPGRAMS version 7.0 in the State of Gujarat with mapping of last mile grievance officers, strengthening CSC-CPGRAMS collaboration for providing access to CPGRAMS in rural areas, use of Anuvadini AI tool for translation of CPGRAMS monthly reports in regional languages.

January 2024, witnessed the highest monthly disposal of Public Grievances on CPGRAMS portal with 1,21,478 PG cases being redressed in Central Ministries/ Departments. 58000 PG cases were redressed in States/ UT’s. The feedback call centre collected feedback from 93000 citizens. 20^th of every month is celebrated as CPGRAMS Day by CSCs across India to enhance access in remote areas.

DARPG has advised all State/ UT Administrative Training Institutes to fully leverage the Sevottam Scheme budgets for conducting capacity building programs of all Grievance Redressal Officers. DARPG has convened meetings with Government of Gujarat on adoption of CPGRAMS ver 7.0 in the State. The adoption of Anuvadini, a voice and document AI translation tool consisting of a multitude of features aims to close the gap arising due to language barriers. The same tool will be used to translate the CPGRAMS Monthly Reports in the regional languages.

DARPG in association with IIT-Kanpur has developed CPGRAMS App through which citizens can register their grievances using the mobile phones. The application enables users to express concerns, submit and track grievances, communicate with Central Ministries/Departments and States/UTs, in both English and Hindi, voice to text. The CPGRAMS App will be fully rolled out by the department in the month of March, 2024.

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SNC/PK

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