The Minister of State (Personnel, Public Grievances & Pensions) has recently unveiled the revamped Centralized Public Grievances Redress and Monitoring System (CPGRAMS) within the Department of Posts. The reform aims to streamline public grievance handling and improve the quality and efficiency of dispute resolution.
Introduction to CPGRAMS
CPGRAMS is an innovative online system that enables accessible, efficient and transparent management of public grievances. This web-enabled platform is a collaborative development by the National Informatics Centre (Ministry of Electronics & IT [MeitY]), Directorate of Public Grievances (DPG), and Department of Administrative Reforms and Public Grievances (DARPG).
The primary objective of CPGRAMS was to establish an easy-to-use online platform where the public can submit, track, and resolve their complaints. It was officially launched by the Department of Administrative Reforms & Public Grievances (DARPG) under the Ministry of Personnel, Public Grievances & Pensions.
Facilities and Features of CPGRAMS
CPGRAMS offers a convenient online facility for lodging grievances, extending its accessibility to users worldwide. In addition to ease of use, CPGRAMS also allows citizens to track the progress and status of their grievances as they are addressed by the respective departments.
The platform’s robust features also facilitate DARPG’s monitoring role in the grievance redress process. This ensures a more efficient and effective review procedure, resulting in quicker resolution times and improved service quality.
Grievance Handling Procedure in CPGRAMS
In order to make the CPGRAMS process more responsive and efficient, a dedicated senior officer is appointed as the Director of Grievances or Grievance Officer in each office. This appointment is intended to ensure that the system remains easy to use, fast, fair, and responsive.
Crucial to CPGRAMS’ effectiveness is the establishment of a time limit for handling public and staff grievances matters. This not only ensures prompt redressal but also aids in reducing backlog and improving overall system efficiency.
Fact Table
| Fact | Details |
|---|---|
| System Name | Centralized Public Grievances Redress and Monitoring System (CPGRAMS) |
| Launched by | Department of Administrative Reforms & Public Grievances (DARPG) |
| Developed by | National Informatics Centre (Ministry of Electronics & IT [MeitY]), Directorate of Public Grievances (DPG), and Department of Administrative Reforms and Public Grievances (DARPG) |
| Purpose | To receive, redress and monitor public grievances |
| Accessibility | Online, from any geographical location |
Conclusion
With the launch of CPGRAMS reforms in the Department of Posts, India takes a significant step forward in enhancing public grievance redressal mechanisms. By ensuring quicker disposal times and improving service quality, these reforms reflect a commitment to deliver excellent public service and uphold citizens’ rights.
