In a comprehensive year-end review held at the Indian Institute of Public Administration, Union Minister Dr. Jitendra Singh, Minister of State (Independent Charge) for Science and Technology, Earth Sciences, and Personnel, Public Grievances and Pensions, emphasized the transformative strides made in public grievance redressal under the Department of Administrative Reforms & Public Grievances (DARPG).

The Minister called for the integration of the “Whole of Government” and “Whole of Nation” approaches as envisioned by Prime Minister Narendra Modi, aiming to enhance effective governance outcomes and citizen satisfaction.

Dr. Singh highlighted the advanced capabilities of the Intelligent Grievance Monitoring System (IGMS) 2.0, developed with IIT Kanpur as the knowledge partner. This cutting-edge system incorporates Artificial Intelligence (AI) and Machine Learning (ML) to revolutionize grievance management on the CPGRAMS platform. By enabling predictive analyses and systemic insights, IGMS 2.0 facilitates informed policy interventions, ensuring better outcomes for citizens.

Underscoring the commitment to technology-driven reforms, Dr. Singh announced a government sanction of ₹270 crores for next-generation improvements in the CPGRAMS portal. Recognized as the world’s largest citizen interface platform, CPGRAMS has been equipped with advanced multilingual support, robust tracking, and efficient feedback mechanisms, drastically reducing grievance redressal time.

The Union Minister, Dr. Singh noted a remarkable reduction in grievance redressal time to just 12 days, with citizen satisfaction levels reaching 44% in 2024. Over 28 lakh citizens are now registered on the CPGRAMS platform as of November 2024. Dr. Singh lauded the establishment of the Human Desk in 2022, which has played a pivotal role in ensuring personalized responses and heightened citizen satisfaction.

Since April 2022, Dr. Singh has chaired 18 review meetings to evaluate and enhance grievance redressal mechanisms. Additionally, five monthly review meetings with stakeholders have institutionalized best practices and promoted a culture of continuous learning.

The year-end review witnessed participation from over 500 senior officers, including representatives from Central Ministries, State Governments, Administrative Training Institutes, and key departments such as Financial Services, Posts, EPFO, Railways, Health and Family Welfare, CBDT, Agriculture, and Rural Development. Shri S.N. Tripathi, IAS, DG IIPA, and Shri V. Srinivas, Secretary DARPG, shared insights and outlined the roadmap for further advancements in grievance redressal and public service delivery. Smt. Jaya Dubey, Joint Secretary DARPG, also contributed to the review.

Dr. Jitendra Singh emphasized the need to set higher targets for the coming year, reinforcing the government’s dedication to making grievance redressal systems more robust, efficient, and citizen-friendly. He reiterated that the integration of technology and stakeholder collaboration would remain central to achieving these goals, ensuring seamless and satisfactory public service delivery.

The review concluded with a shared commitment to strengthening citizen trust through transparent, accountable, and efficient governance practices.

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NKR/PSM