Lok Sabha Question No. 3467 (UNSTARRED), answered on 2023-03-22
Subject: Redressal of Public Grievances
Ministry: PERSONNEL, PUBLIC GRIEVANCES AND PENSIONS
Asked by: Chandeshwar Prasad

## GOVERNMENT OF INDIA

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

## LOK SABHA UNSTARRED QUESTION NO. 3467

(TO BE ANSWERED ON 22.03.2023)

## REDRESSAL OF PUBLIC GRIEVANCES

## 3467. SHRI CHANDESHWAR PRASAD:

Will the PRIME MINISTER be pleased to state:

- (a) whether  several  public  grievances  are  being  redressed  for  the  sake  of  redressal  but actually they are not solving the problems being raised by the public and if so, the details thereof;
- (b) whether there is any mechanism to crosscheck the cases being reported as redressed by the officials, if so, the details thereof and if not, the reasons therefor; and
- (c) the number of public grievances received during the last three years from Bihar, actually redressed and pending for redressal?

## 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):   Government has taken several initiatives to improve quality of grievance redressal and  reduce  timelines  of  disposal.  In  2022,  Government  implemented  the  10-step  reforms  of CPGRAMS,  the  Centralised  Public  Grievance  Redress  and  Monitoring  System.  The  reforms included  Universalization  of  CPGRAMS  7.0,  Technological  Enhancements  using  AI/ML, Language Translation of CPGRAMS portal  into 22 Scheduled languages, operationalization of Grievance Redressal Index, operationalization of a Feedback Call Centre, One Nation One Portal by integration of State Portal/Other Grievance Portals of Government of India  with CPGRAMS, inclusivity  and  outreach  with  availability  of    CPGRAMS  in  all  Common  Service  Centres, Training  and  Capacity  Building  of  Grievance  Redressal  Officers  under  Sevottam  scheme, publishing monthly reports for Central Ministries/Departments and States/UT's and establishment of a Data Strategy Unit for data analytics.

This  10  Step  CPGRAMS  reforms  process  has  resulted  in  significant  reduction  in pendency  and  in  the  average  time  of  disposal  of  Public  Grievances.  In  2022,  Ministries/ Departments have disposed 1.14 lac Public Grievances  (PG) cases in  August,  1.17  lac  Public Grievances (PG)  cases in September, 1.19 lac Public Grievances (PG)  cases in October, 1.08 lac  Public  Grievances  (PG)    cases  in  November,  1.27  lac  Public  Grievances  (PG)  cases  in

December, 2022 and 1.25 lac Public Grievances (PG)  cases in January, 2023. This is the first time since inception of CPGRAMS that PG case redressal has crossed 1 lac cases/ month. The average disposal time of Central Ministries/Departments has decreased from 32 days in 2021 to 27 days in 2022 to 19 days in January 2023. The 2022 Feedback Call Centre report indicated 2,51,495  successful  calls,  of  which  57,486  had  excellent  and  very  good  feedback  and  73,817 calls where citizens expressed satisfaction. In case of poor rating the option of appeal to higher officer  is  provided  to  the  citizen.  Nodal  and  Sub-Nodal  Appellate  Authorities  have  been operationalised in all Ministries/Departments.

(C):   As per the data in CPGRAMS, the number of public grievances received during the last three years from Bihar, redressed and pending for redressal is as under:-

| Year                   | Brought Forward (A)   | Receipt (B)   | Total Receipt (A+B)   | Total Disposed (C)   | Total Pending (A+B-C)   |
|------------------------|-----------------------|---------------|-----------------------|----------------------|-------------------------|
| 65,139                 | 1,12,585              | 1,77,724      | 92,645                | 85,079               | 2020                    |
| 85,079                 | 94,312                | 1,79,391      | 90,130                | 89,261               | 2021                    |
| 89,261                 | 1,28,016              | 2,17,277      | 1,59,628              | 57,649               | 2022                    |
| 2023 (Till 28.02.2023) | 57,649 31,812         | 89,461        | 38,651                |                      | 50,810                  |

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