The Department of Administrative Reforms and Public Grievances (DARPG) released the Centralized Public Grievance Redressal and Monitoring System (CPGRAMS) 14^th monthly report for States/UTs for September, 2023. The said report provides a detailed analysis of types and categories of public grievances and the nature of disposal.

A total of 57,701 grievances were redressed by States and Union Territories in September, 2023. The pendency of grievances of States/UTs received on CPGRAMS portal stands at 1,70,921 grievances across the States/UTs Governments, as of 30^th September, 2023.

The pendency in the States/UTs has increased from 1,69,753 PG cases at the end of August, 2023 to 1,70,921 PG cases at the end of September, 2023. For the 13^th month in a row, the monthly disposal crossed 50 thousand cases in States/UTs.

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.

DARPG has signed a Non-Disclosure Agreement (NDA) with Bharat GPT team on 29th September, 2023, in the presence of Secretary, DARPG. 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. Bharat GPT team is now in the initial stage of working on India Specific Large Language Models (LLM) powered by Bhashini. Under the aegis of the NDA, DARPG will share data with Bharat GPT who will give a demonstrable large language model for CPGRAMS.

From May, 2023, onwards, DARPG has initiated the process of rankings States/UTs on the basis of their performance on CPGRAMS portal. Presently, DARPG ranks States/UTs across 4 categories, i.e. North Eastern States, Union Territories, with two other categories for States being bifurcated based on the number of receipt of grievances. This ranking is part of the endeavour of Government of India to assist the States/UTs to review and streamline their Grievance Redressal System and have a comparative assessment with other States/UTs. The Grievance Redressal Index includes 2 dimensions and 4 indicators.

The rankings are based on the performance of States/UTs across the two dimensions (quality and timely disposal of grievances) for the period of 1^st January to 30^th September, 2023. The top 3 performers among States/UTs across 4 categories are as shown below:

Uttar Pradesh has received the maximum number of grievances in September, 2023 with the number standing at 20,229 grievances. Uttar Pradesh and Gujarat disposed the maximum number of grievances in September, 2023, with the number standing at 15848 and 7149 grievances respectively. DARPG has developed a dedicated portal to monitor the real time status of trainings being conducted by the State/UT ATIs under the Sevottam Scheme.

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