The Government introduced the 10-step reforms for Centralized Public Grievance Redress and Monitoring System (CPGRAMS) in April 2022 to make grievance redressal timely, effective and accessible to the Citizens.  In the period from 2022, 2023 and 2024, the CPGRAMS 10 step reforms enabled redressal of about 70,03,533 grievances, mapped 1,03,183 Grievance Officers (GROs), reduced timelines of grievance redressal from 28 days in 2019 to 13 days in 2024 and reduced pendency to its lowest level of 54,339 Public Grievances as on 31 October 2024 for Central Ministries. The 10 step reforms are (i) Universalization of CPGRAMS 7.0, (ii) Technological Enhancements, (iii) Language Translation, (iv) Grievance Redressal Assessment Index (GRAI) (v) Citizen engagement through feedback calls (vi) One Nation one Portal, (vii) Inclusivity & Outreach (viii) Training and Capacity Building of GROs, (ix) Strengthening monitoring through monthly reviews and reports  and (x) Operationalization of Data Strategy Unit.  CPGRAMS is amongst the early digital platforms to use AI/ ML enabled dashboards which helped in extensive data analysis towards exploratory and predictive insights for root cause of grievances and enable suitable intervention towards systemic reforms.

This information was given by Union Minister of State (Independent Charge) for Personnel, Public Grievances and Pensions, Dr. Jitendra Singh in a written reply in the Rajya Sabha today.

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