Lok Sabha Question No. 1651 (UNSTARRED), answered on 2022-07-27
Subject: Timely Completion of Work
Ministry: PERSONNEL, PUBLIC GRIEVANCES AND PENSIONS
Asked by: Ranjeeta Koli

## GOVERNMENT OF INDIA MINISTRY OF PERSONNEL, PUBLIC GRIEVANCES AND PENSIONS

## (DEPARTMENT OF ADMINISTRATIVE REFORMS & PUBLIC GRIEVANCES)

## LOK SABHA UNSTARRED QUESTION NO. 1651

(TO BE ANSWERED ON 27.07.2022)

## TIMELY COMPLETION OF WORK

## †1651. SHRIMATI RANJEETA KOLI:

Will the PRIME MINISTER be pleased to state:

- (a) whether the Government is aware of the fact that the personnel working in Government departments  across  the  country  complete  their  public/official  work/duty  within  a  fixed time period;
- (b) if not, the reasons therefor;
- (c) whether the Government is aware that citizens of the country have to run from pillar to post  in  the  Government  departments  to  get  their  work  done  and  their  faith  in  the functioning of the Government is getting eroded; and
- (d) if so, the action being taken by the Government to fix the responsibility of a personnel?

## 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)  to  (d):    The  Government  of  India  has  taken  several  measures  to  ensure  that  the  work  of citizens  are  disposed  off  within  a  fixed  time  period.  These  includes  (a)  implementation  of  the Citizen's  Charters  in  all  Ministries  /  Departments;  (b)  Disposal  of  public  grievances  through Central  Public  Grievance  Redressal  System  (CPGRAMS);  (c)  development  of    CPGRAMS Dashboard &  Monthly  reports on Grievance redressal (d) feedback call centre to  assess  quality of  disposal,(e)  appeal    to  higher  authorities  if  citizen  is  not  satisfied  with  the  disposal  of grievance, (f) Capacity building of Grievance Redressal Officers in Central Ministries and States (g) Assessment of e-Service delivery through National e-Services Delivery Assessment; and (h) Assessment through Good Governance Index. Further, continuous review and improvement are made  in  these  systems  to  make  them  more  effective.  CPGRAMS  reforms  have  improved timeline for disposal of public grievances and accordingly time-frame for disposal of a grievance has been reduced to 45 days from 60 days.

The  Government  has  also  reinforced  several  measures  to  improve  efficiency  in  the decision-making  in  the  government.  Those  measures  include  reducing  levels  in  channel  of submission,  delegation  of  powers  to  lower  formulations,  optimizing  digital  tools  including  eoffice,  digitization  of  Central  Registry  Units  etc.  The  Government  has  also  conducted  special campaign from Oct 2-31, 2021 targeted towards disposal of pending matters. The campaign has significantly reduced the pendency in identified categories. Further, Awards for Improving End to  End  Service  Delivery  were  conferred  in  the  PM's  Awards  for  excellence  and  Public Administration, 2021.

The Government undertook a week long Nationwide campaign  -  'Prashashan Gaon ki Aur' from December, 20-25, 2021 aiming at resolving public grievances and delivering services to  the  people  at  their  door  steps.  During  the  campaign  Citizen  Charters  were  updated,  new services were added in Citizens Charters, Public Grievances were attended to and applications under service delivery were disposed of.

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