In pursuance of the Prime Minister of India Sh Narendra Modi’s directions in PRAGATI review meeting dated 26.12.2024, the Department of Administrative Reforms and Public Grievances has deepened its collaboration with the Right to Services Commissioners from 10 States for improving service delivery and effective redressal of public grievances.

As part of this initiative, the DARPG will undertake the following activities:

1. Next Gen Technology options to be adopted for Integration of RTS Portals of States with CPGRAMS portal and Reverse Integration through Web API’s to be pursued
2. Citizen Grievances on CPGRAMS portal for improving Service Delivery of State Governments to be mapped and shared with Right to Services Commissioners for notifying such services/ digitization of the services
3. Best practices in Improving Service Delivery through the Right to Service Commissioners to be documented

The Right to Services Commissioners said there exists an inverse relationship between efficiency in service delivery and number of grievances received in CPGRAMS portal. They deliberated on efficient ways of improving service delivery with focus on categories of grievances lodged in CPGRAMS portal pertaining to service delivery. The Administrative Staff College of India (ASCI) as knowledge partner of CPGRAMS introduce the new andragogy for capacity building of Grievance Redressal Officers to enable reskilling and upskilling of officers.   It is envisaged that greater synergy between CPGRAMS and the RTS Commissioners of States will represent a significant step in building citizen satisfaction in grievance redressal in States/ UT’s of India.

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NKR/PSM

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