The Department of Administrative Reforms and Public Grievances (DARPG) has released the 12th monthly report for the Centralized Public Grievance Redressal and Monitoring System (CPGRAMS) in July 2023. Notably, DARPG has integrated an AI-based language tool called Bhashini into the CPGRAMS portal. This integration empowers Grievance Redressal Officers (GROs) to translate regional language grievances into English, offering complainants the option to view responses in both languages for improved communication. CPGRAMS is a 24/7 online platform that enables citizens to lodge grievances related to service delivery, connected to all Indian ministries/departments and states. The system also includes mobile applications and appeals for unresolved concerns.
Prelims pointer
- Department of Administrative Reforms and Public Grievances (DARPG): A government department responsible for administrative reforms and addressing public grievances in India.
- Centralized Public Grievance Redressal and Monitoring System (CPGRAMS): An online platform allowing citizens to file grievances related to service delivery. It’s connected to various government departments and accessible through a dedicated mobile app.
- Bhashini: An AI-based language tool integrated with CPGRAMS to translate regional language grievances into English, promoting better understanding and communication.
- Grievance Redressal Officers (GROs): Officials responsible for addressing and resolving public grievances submitted through CPGRAMS.
- UMANG: Unified Mobile Application for New-age Governance (UMANG) is a government initiative that provides a unified platform for various government services, including grievance redressal.
- Unique Registration ID: A unique identifier provided to complainants upon registering grievances on CPGRAMS, allowing them to track the status of their complaints.
- Appeal Facility: CPGRAMS offers citizens the option to appeal if they are dissatisfied with the resolution provided by the Grievance Officer, ensuring a comprehensive redressal process.