National Workshop on Effective Redressal of Public Grievances Concludes Successfully

In line with the Prime Minister’s vision of responsive and efficient governance, the Department of Administrative Reforms and Public Grievances (DARPG) organized the National Workshop on "Effective Redressal of Public Grievances" on 18th November 2024 at Vigyan Bhawan, New Delhi.

The key note address was given by MoS PP, Dr. Jitendra Singh. The MoS PP highlighted that due to constant efforts of Govt, grievance resolution time in Central Secretariat, now stands atjust13 days. This milestone he said reflects the government’s commitment to citizen-centric governance under Prime Minister Narendra Modi's leadership. He emphasized the transformative reforms in the Centralized Public Grievance Redress and Monitoring System (CPGRAMS), which has handled over 116,000 grievances in October 2024 alone. He noted that the pending grievances of CPGRAMS in Central Secretariat reduced to a record low of 53,897 for the month of October, 2024. He noted that this was the 28^th consecutive month where monthly grievance resolution in Central Secretariat exceeded100,000 per month.

The Minister also lauded the introduction of AI and ML-driven enhancements to further modernize CPGRAMS, aiming to make grievance handling more efficient and citizen-friendly. Dr. Singh emphasized the importance of public grievances as a barometer of government service quality, reaffirming the government’s mission to not only resolve grievances efficiently but also to implement systemic reforms to preempt their occurrence.

The workshop witnessed enthusiastic participation from over 500 officers, including representatives from Central Ministries, State Governments, and State Administrative Training Institutes (ATIs). Spanning five sessions and featuring 22 presentations, the workshop served as a platform for deliberating innovative practices, reviewing policy compliance, and charting future directions for grievance redressal in India.

The event also saw the release of the Grievance Redressal Assessment and Index (GRAI) 2023, celebrating the best-performing Ministries and Departments. Additionally, the new CPGRAMS Mobile App 2.0 was launched, designed to streamline grievance submissions and monitoring for citizens. The app is now available on the Google Play Store and will soon be accessible on the iOS platform.

In the valedictory session, Secretary DARPG, Shri V. Srinivas, summarized the discussions and reiterated the department’s resolve to facilitate the exchange of best practices across governance levels. He also noted that most Ministries and Departments have adopted the DARPG Circular of 23.8.2024, ensuring timely grievance redressal within 21 days and the establishment of dedicated grievance cells. The workshop successfully reinforced the government’s commitment to efficient and citizen-focused grievance redressal, aligning with the vision of a responsive and transparent administration.

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NKR/KS/AG