In line with the Prime Minister’s emphasis on effective grievance resolution as a cornerstone of transparent and accountable governance, the Department of Administrative Reforms and Public Grievances (DARPG) organized the5^thNational Workshop on "Sevottam and Effective Redressal of Public Grievances" on April 25th, 2025, at the Institute of Management in Government (IMG), Kerala.

The Workshop commencedin the presence of Shri K. Jayakumar, Director, Institute of Management in Government (IMG), Shri V Srinivas, Secretary, DARPG , Jaya Dubey, Joint Secretary, DARPG and other participants from various State Government ATIs and AR Departments.  The inaugural session featured a keynote presentation by Shri V. Srinivas, Secretary, DARPG, which outlined key reforms in grievance redressal including multilingual support via Bhashini, advanced CPGRAMS features, and strengthened monitoring, aimed at enhancing citizen satisfaction. 18 Speakers from Government of Kerala, Government of India, non-profit foundations and technological organisations apart from NIC and NeGD attended the event.

The workshop unfolded across five sessions, each featuring practitioner oriented presentations regarding best practices in public grievances, use of technology tools and role of non-profit organisations in grievance redressal. Separate sessions were held by the Administrative Staff College of India (ASCII) who in their role as knowledge partner of which were supposed to suggest model capacity building modules for ATIs. Certain draft Sevottam rules were also opened for discussion with various State Governments by Professor Nirmalaya Bagchi of ASCII. Shri Chakravarthy T. Kannan, Secretary General, Quality Council of India, shared insights on the evolving categorization framework in CPGRAMS and its impact in simplifying grievance filing - making the process more intuitive, accessible, and citizen-centric.Centre for Good Governance, Hyderabad released their draft model for ranking of State Governments on Grievance Redressal. Suggestion on both the above points wererequested from all State ATIs and State Governments. Representatives of Government of Kerala includedSmt. Anu Kumari, District Collector Trivandrum, Smt. Veena Madhavan, Special Secretary Administrative Reforms, and Shri Sreeram Sambasiva Rao, Special Secretary, IT. Shri Amitabh Nag, CEO Bhashini, Shri K Krishnakumar, CTO, e-Gov Foundation, Shri Varun Hemachandran Team Lead Agami and Shri Nisheeth Srivastava, Professor, IIT Kanpur also spoke in the event. Key areas of focus included policy reforms, best practices, capacity building, and innovative solutions aimed at enhancing service delivery and boosting citizen satisfaction.

Under this Sevottam Scheme, DARPG 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 past 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 already conducted. The National workshop served as a vital platform for knowledge exchange and collaboration, bringing together diverse stakeholders to deliberate on best practices, innovative strategies, and key reforms in grievance redressal.

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NKR/PSM

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