Lok Sabha Question No. 1352 (UNSTARRED), answered on 2016-11-23
Subject: Mechanism for Delivery of Quality Service
Ministry: PERSONNEL, PUBLIC GRIEVANCES AND PENSIONS
Asked by: N.K. PREMACHANDRAN

## GOVERNMENT OF INDIA

## MINISTRY OF PERSONNEL, PUBLIC GRIEVANCES AND PENSIONS (DEPARTMENT OF ADMINISTRATIVE REFORMS AND PUBLIC GRIEVANCES)

## LOK SABHA UNSTARRED QUESTION NO. 1352

(TO BE ANSWERED ON 23.11.2016)

## MECHANISM FOR DELIVERY OF QUALITY SERVICE

## 1352. SHRI N. K. PREMACHANDRAN:

Will the PRIME MINISTER be pleased to state:

- (a) whether the Government proposes to introduce any mechanism for delivery of quality public services to the citizens in a hassle free manner;
- (b) if so, the action taken thereon;
- (c) the details of the existing mechanism to deliver quality public services to the citizens;
- (d) the  State-wise  details  of  the  complaints  received  in  the  public  grievances  redressal mechanism cell during the last two years and those disposed of;
- (e) whether the Government has initiated action against the authorities concerned on the basis of the complaints received in the public grievances redressal cell; and
- (f) if so, the details thereof, State-wise?

## ANSWER

Minister of State in the Ministry of Personnel, Public Grievances and Pensions and Minister of State in the Prime Minister's Office. (DR. JITENDRA SINGH)

- (a) & (b) :  The Government is committed to ensuring delivery of quality public services to the  citizens  in  a  hassle  free  manner.        For  this  purpose,  a  Scheme  known  as  Delivery  of Services and Grievances Redressal Scheme - 2016 has been prepared.
- (c) : The existing mechanism to deliver quality public services to the citizens include:-
- (i) Citizens'  Charter -  Each  Ministry/Department  has  to  have  their  Citizens'  Charter which  is  also  uploaded  on  their  websites.      Guidelines  have  been  issued  to  all  the Ministries/Departments to ensure that Citizens' Charter of the Ministries/Departments and their subordinate organizations are duly updated and uploaded on the respective websites.
- (ii) Centralized  Public  Grievance  Redress  and  Monitoring  System  (CPGRAMS) -This  is  an  online  system  on  which  a  grievance  relating  to  deficiency  in  public  service delivery  can  be  lodged  from  anywhere  anytime  and  the  petitioner  can  track  the  status online.    CPGRAMS  interlinks  all  the  Central  Ministries/Departments.    CPGRAMS  has also  been  extended to  all  the  States  and  Codes  for  using  it  has  been  provided  to  all  the State Governments.
- (d): The State-wise details of the complaints received and disposed on CPGRAMS during the last two years is Annexed.
- (e) & (f):  Grievances related to State Governments are forwarded to the concerned States for appropriate action.  In view of federal principle of governance, further monitoring for these grievances is to be done by concerned States.

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## Reply to Lok Sabha Unstarred Question No.1352 for 23.11.2016

State-wise break-up of Grievances received and disposed for the period 17.11.2014 to 16.11.2016

|    | State                      |   Receipts |   Disposals |
|----|----------------------------|------------|-------------|
|  1 | Andaman And Nicobar Island |       1666 |        1279 |
|  2 | Andhra Pradesh             |      32916 |       21396 |
|  3 | Arunachal Pradesh          |       1027 |         704 |
|  4 | Assam                      |      24995 |       15242 |
|  5 | Bihar                      |      61738 |       44420 |
|  6 | Chandigarh                 |       9915 |        7604 |
|  7 | Chhattisgarh               |      21243 |       17694 |
|  8 | Dadra and Nagar Haveli     |        696 |         407 |
|  9 | Daman and Diu              |        265 |         138 |
| 10 | Delhi                      |     233461 |      198009 |
| 11 | Goa                        |       3746 |        2978 |
| 12 | Gujarat                    |      61000 |       42815 |
| 13 | Haryana                    |      73245 |       43231 |
| 14 | Himachal Pradesh           |      12633 |        7337 |
| 15 | Jammu And Kashmir          |      11905 |        7810 |
| 16 | Jharkhand                  |      31127 |       20146 |
| 17 | Karnataka                  |      76890 |       52694 |
| 18 | Kerala                     |      38183 |       29404 |
| 19 | Lakshadweep                |        137 |         123 |
| 20 | Madhya Pradesh             |      71158 |       41478 |
| 21 | Maharashtra                |     168392 |      116989 |
| 22 | Manipur                    |       1857 |        1204 |
| 23 | Meghalaya                  |       1268 |         903 |
| 24 | Mizoram                    |        363 |         257 |
| 25 | Nagaland                   |        621 |         487 |
| 26 | Odisha                     |      31927 |       21287 |
| 27 | Puducherry                 |       2712 |        2353 |
| 28 | Punjab                     |      38827 |       30479 |
| 29 | Rajasthan                  |      83763 |       47151 |
| 30 | Sikkim                     |        705 |         465 |
| 31 | Tamilnadu                  |      76124 |       64830 |
| 32 | Telangana                  |      33968 |       23523 |
| 33 | Tripura                    |       2709 |        2070 |
| 34 | Uttar Pradesh              |     264600 |      149652 |
| 35 | Uttarakhand                |      22900 |       13589 |
| 36 | West Bengal                |      83027 |       66049 |

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