Lok Sabha Question No. 1311 (UNSTARRED), answered on 2018-07-25
Subject: CPGRM System
Ministry: PERSONNEL, PUBLIC GRIEVANCES AND PENSIONS
Asked by: TARIQ ANWAR

## GOVERNMENT OF INDIA

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

## LOK SABHA UNSTARRED QUESTION NO. 1311

(TO BE ANSWERED ON 25.07.2018)

## CPGRM SYSTEM

## †1311. SHRI TARIQ ANWAR:

Will the PRIME MINISTER be pleased to state:

- (a) whether  though  the  usage  of  Centralized  Public  Grievance  Redressal  and  Monitoring System (CPGRMS) has increased following the expansion of information technology and general awareness of public, the redressal of grievance mechanism is still weak;
- (b) if so, the details thereof and the reasons therefor;
- (c) whether the Government has constituted any committee for the redressal of complaints during the last four years; and
- (d) if  so,  the  details  thereof  and  if  not,  the  action  taken  by  the  Government  to  make  the grievance redressal system effective?

## 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) :    As per the data available on the online Centralized Public Grievance Redress and Monitoring System (CPGRAMS), the year-wise number of grievances received and disposed off during the period from 1.1.2014 to 19.7.2018 in respect of Ministries/Departments of Government of India is as under :

| Year                  |   Received |   Disposed |
|-----------------------|------------|------------|
| 2014                  |     270413 |     263562 |
| 2015                  |     879230 |     769633 |
| 2016                  |    1194931 |    1187111 |
| 2017                  |    1417891 |    1493567 |
| 2018 (Till 19.7.2018) |     627088 |     627239 |

There has been about fivefold increase in the number of grievances in CPGRAMS from 2014 to 2017. The rate of disposal has also kept pace with the number of grievances received during  the  period.    High  rate  of  disposal  has  been  achieved  as  the  Government  has  taken  all possible steps to put in place a strong Grievance Redressal Mechanism.

(c) :      No, Madam.

(d): Government  has  taken  several  steps  to  make  the  Grievance  Redressal  Mechanism effective which are :

- (i) Review of Grievances of identified Ministry/Department is  undertaken  every  month during meetings conducted on PRAGATI(Pro-Active Governance and Timely Implementation) platform .
- (ii) For effective monitoring of grievances at Secretary level, an electronic Dashboard has been created showing the consolidated status of grievances disposed and pending, on CPGRAMS.  Weekly  reminders  through  SMS  are  also  being  sent  for  pending grievances.
- (iii)  A  Grievance  Analysis  Study  in  respect  of    top  20  grievance  receiving  Ministries/ Departments/  Organizations  listed  on  CPGRAMS  for  identifying  grievance  prone areas,  their  root  cause  analysis  and  suggested  systemic  reforms  for  reducing  such grievances, has been carried out by Department of Administrative Reforms and Public Grievances. Several reforms have been implemented by the concerned Ministries/Departments.  Some of these reforms are: automatic refunds on cancellation of  Railway  Tickets,  Single  Window  Pension  through  disbursing  Banks,  intensive mechanized  cleaning  of  coaches,  e-verification  of  Income  Tax  Returns,  expeditious Income Tax Returns upto Rs.50,000/-,  etc.
- (iv)  In  continuation  of  the  Grievance  Analysis  Study  in  respect  of  top  20  Ministries/ Departments  receiving  maximum  grievances  on  CPGRAMS,  another  Grievance Analysis Study for next 20 Ministries/ Departments receiving bulk of the grievances was taken up on the same lines and has been concluded in the year 2017.
- (v) A Public Grievances Call Centre has been set up for reminding the concerned officials of top 40 Ministries/Departments/Organizations for expeditious disposal of grievances pending for more than 2 months.
- (vi)  An  Award  Scheme  has  been  launched  for  recognising  outstanding  performance  on CPGRAMS on a quarterly basis through issue of Certificate of Appreciation.
- (vii)  Review meetings are being taken on regular basis with the representatives of Central Ministries/ Departments for monitoring the pendency of public grievances.

(viii) Training on CPGRAMS is conducted on regular basis.

- (ix)  A new Mobile App which is more user-friendly for lodging of public grievances has been developed.  The Action Status can also be viewed on the mobile itself.  This has  been  integrated  with  Unified  Mobile  Application  for  New-age  Governance (UMANG).  This initiative also facilitates lodging of grievance anywhere anytime.

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