The Department of Administrative Reforms and Public Grievances (DARPG) released the Centralized Public Grievance Redressal and Monitoring System (CPGRAMS) 17^th monthly report for States/UTs for December, 2023. The said report provides a detailed analysis of types and categories of public grievances and the nature of disposal by the States/UTs.

A total of 58,183 grievances were redressed by States and Union Territories in December, 2023. The pendency of grievances of States/UTs received on CPGRAMS portal stands at 1,82,451 grievances across the States/UTs Governments, as of 31^st December, 2023.

The pendency in the States/UTs has increased from 1,82,058 PG cases at the end of November, 2023 to 1,82,451 PG cases at the end of December, 2023. For the 16^th month in a row, the monthly disposal crossed 50 thousand cases in States/UTs.

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.

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. 35,573 feedbacks (40%) were collected for States/UTs by the BSNL Feedback Call Centre.

Uttar Pradesh has received the maximum number of grievances in December, 2023 with the number standing at 20,732 grievances. 15 States/UTs have received more than 1000 grievances in the month of December, 2023. Uttar Pradesh and Gujarat disposed the maximum number of grievances in December, 2023, with the number standing at 22,874 and 4,687 grievances respectively. 16 States/UTs have disposed more than 1000 grievances in the month of December, 2023.

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. 16 States are using the Sevottam Scheme Portal developed by DARPG. In the Financial Year 2023-24, 166 trainings have been conducted in which 5206 officers has been trained from 16 States.

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SNC/PK

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