The National Workshop on Sevottam and Grievance Redressal plays a key role in improving public service delivery across the country. Sevottam is a comprehensive framework focused on Citizen’s Charter, Grievance Redressal Mechanism, and Capability Building for Service Delivery. Under this initiative, Government provides financial support to State ATIs/CTIs for setting up Sevottam Training Cells. Over the past three financial years (2022-23, 2023-24, and 2024-25), as part of Sevottam, 756 training courses have been conducted, training 24,942 officers from various State Governments. In the current financial year 2 National Workshops on "Effective Redressal of Public Grievances" on November 18, 2024, in New Delhi and February 20, 2025, in Bhopal, with participation from Central Ministries, State Governments, and State Administrative Training Institutes (ATIs) were conducted. Government has been actively leveraging technology to modernize CPGRAMS for a better citizen interface.

In December 2021, DARPG signed an MoU with IIT Kanpur to develop the Intelligent Grievance Management System (IGMS), an AI/ML-driven platform that introduces semantic search, exploratory data analysis, and predictive analytics for enhanced grievance management. Government publishes the Grievance Redressal Index (GRAI) as part of CPGRAMS’ 10-Step Reforms, ranking Ministries and Departments based on efficiency, feedback, domain expertise, and organizational commitment. The objective of the GRAI Index is to provide Ministries and Departments with a comparative performance assessment, enabling them to identify areas for improvement and implement policy reforms to minimize grievances. The Right to Service (RTS) Act has been enacted by 22 States and Union Territories as of date, with RTS Commissions established in 8 of them (Assam, Chandigarh, Maharashtra, Punjab, Haryana, Meghalaya, Uttarakhand, and West Bengal). DARPG conducts regular meetings/ webinars with State and UT governments, collaborates with RTS Commissions to exchange best practices and improve service delivery by promoting e-services, bringing citizens and the government closer through technology, and engages with commissioners, and appellate officials to boost egovernance and enhance e-service delivery in the nation.

This information was given by Dr. Jitendra Singh, Union Minister of State (Independent Charge) for Science and Technology, Earth Sciences, MoS PMO, Department of Personnel, Public Grievances and Pensions, Department of Space and Department of Atomic Energy, in a written reply in the Rajya Sabha today.   

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NKR/PSM

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