The Department of Administrative Reforms and Public Grievances (DARPG) released the Centralized Public Grievance Redress and Monitoring System (CPGRAMS) monthly report for August, 2024, which provides a detailed analysis of types and categories of public grievances and the nature of disposal. This is the 28^th report on Central Ministries/Departments published by DARPG.

The progress for August, 2024 indicates 2,32,885 Grievances Redressed by Central Ministries/Departments. The Average Grievance Disposal Time in the Central Ministries/Departments from 1^st January to 31^st August, 2024 is 12 days. These reports are part of the 10-step CPGRAMS reform process which was adopted by DARPG to improve the quality of disposal and reduce the timelines.

The report provides the data for new users registered through the CPGRAMS Portal in the month of August, 2024. A total of 90,684 new users registered in the month of August, 2024, with maximum registrations from Assam (40,796) registrations.

The said report also provides the Ministry/Department-wise analysis on the grievances registered through Common Service Centres in August, 2024. CPGRAMS has been integrated with the Common Service Centre (CSC) portal and is available at more than 5 lakh CSCs, associating with 2.5 lakh Village Level Entrepreneurs (VLEs). 39,276 grievances were registered through CSCs in the month of August, 2024. It also highlights the major issues/categories for which the maximum grievances were registered through CSCs.

In August, 2024, the Feedback Call Centre collected 94,275 feedbacks, out of the total feedbacks collected, ~54% citizens expressed satisfaction with the resolution provided to their respective grievances. In August, 2024, 62,223 feedbacks were collected for Ministry/Department by the Feedback Call Centre, out of the feedbacks collected, ~63% citizens expressed satisfaction with the resolution provided. The performance of Ministry/Department in the last 8 months, with respect to the satisfaction percentage of citizens is also present in the said report.

The following are the Key Highlights of the DARPG’s monthly CPGRAMS report for August, 2024 for Central Ministries/ Departments:

1. PG Cases:

• In August 2024, 2,36,458 PG cases were received on the CPGRAMS portal, 2,32,885 PG cases were redressed and there exists a pendency of 70,052 PG cases, as of 31^st August, 2024.

2. PG Appeals:

• In August, 2024, 18,359 appeals were received and 16,376 appeals were disposed
• The Central Secretariat has a pendency of 28,184 PG Appeals at the end of August, 2024

3. Grievance Redressal Assessment and Index (GRAI) – August, 2024

• Central Board of Indirect Taxes and Customs, Department of Posts and Department of Rural Development are amongst the top performers in the Grievance Redressal Assessment & Index within the Group A (more than equal to 500 grievances) for August, 2024
• Department of Empowerment of Persons with Disabilities, Ministry of Ayush and NITI Aayog are amongst the top performers in the Grievance Redressal Assessment & Index within the Group B (less than 500 grievances) for August, 2024.

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KSY/PSM