The Department of Administrative Reforms and Public Grievances (DARPG) released the Centralized Public Grievance Redressal and Monitoring System (CPGRAMS) monthly report for April, 2023, which provides a detailed analysis of types and categories of public grievances and the nature of disposal. This is the 12th report on Central Ministries published by DARPG and marks a year since the monthly reports were used to disseminate information about the disposal of CPGRAMS.

 

2. Disposal of grievances in the Central Secretariat has been on an upward trend with the pendency on its downward trend. The progress for April, 2023 indicates 1,06,847 Grievances Redressed by Central Ministries/Departments with , Average Disposal Time of 17 days/grievance, and a Pendency level of 67,932 cases in Central Secretariat.

 

3. 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. The report also contains brief insights into 3 schemes namely Samagra Shiksha, Har Ghar Jal and Swasthya Bharat apart from pendency against corruption category grievances.

4. The following are the key highlights of the DARPG’s monthly CPGRAMS report for April 2023 for Central Ministries/ Departments.

 

1. PG Cases

 

● In April, 2023, 105218 PG cases were received on the CPGRAMS portal, 106847 PG cases were redressed and there exists a pendency of 67932 PG cases,

as of 30th April, 2023. The pendency in the Central Secretariat has decreased from 69561 PG cases at the end of March, 2023 to 67932 PG cases at the end

of April, 2023

● For the 9th month in a row, the monthly disposal crossed 1 lac cases in Central  Ministries/Departments

 

2. PG Appeals

● In April, 2023, 18567 appeals were received and 18519 appeals were disposed.

The Central Secretariat has a pendency of 28158 PG Appeals at the end of April, 2023

 

3. Grievance Redressal Index

● Unique Identification Authority of India and Ministry of Labour and Employment are the top performers in the Grievance Redressal Index within the

Group A for April, 2023

● Department of Financial Services (Pension Reforms) and NITI Aayog are the top performers in the Grievance Redressal Index within the Group B for April,

2023

4. Pendency

• 17 Ministries/Departments have more than 1000 pending grievances as on 30th April, 2023

 

5. Average Closing Time

• Average Grievance Redressal Time in all the Ministries/Departments in the year 2023, from 1st January to 30th April, 2023 is 17 Days

 

6. Feedback received from BSNL Call Centre

• For Central Ministries/Departments, 4386 grievances have received the rating of Excellent & Very Good, directly from the citizens, in the feedbacks collected by the BSNL Call Centre from 1st April to 30th April, 2023

The report is available on the website of DARPG at www.darpg.gov.in

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