Lok Sabha Question No. 4282 (UNSTARRED), answered on 2025-03-26
Subject: CPGRAMS Reforms Version 7.0
Ministry: PERSONNEL, PUBLIC GRIEVANCES AND PENSIONS
Asked by: Shri Arvind Dharmapuri

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

## (DEPARTMENT OF ADMINISTRATIVE REFORMS AND PUBLIC GRIEVANCES)

## LOK SABHA UNSTARRED QUESTION NO. 4282

(ANSWERED ON 26.03.2025)

## CPGRAMS REFORMS VERSION 7.0

## 4282. SHRI ARVIND DHARMAPURI:

Will the PRIME MINISTER be pleased to state:

- (a)  whether  the  Government  has  implemented  CPGRAMS  Reforms  Version  7.0  across  all Ministries  and Departments,  if  so, the details thereof  along with  the timelines of its implementation;
- (b) the number of public grievances received, resolved and pending under CPGRAMS since the launch of Version 7.0;
- (c) whether the Government has conducted an assessment of user satisfaction with CPGRAMS 7.0, and if so, the key findings thereof;
- (d) whether the Government plans to further upgrade CPGRAMS and if so, the details thereof;
- (e)  whether  the  Government  has  integrated  Common  Service  Centres  (CSCs)  for  grievance lodging and if so, the details thereof; and
- (f)  Whether  the  Government  has  undertaken  training  programmes  for  officials  handling CPGRAMS grievances  under  Version  7.0,  if  so,  the  number  of  officials  trained  across  the Ministries and States?

## 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  (f):    CPGRAMS  7.0  version  envisages  streamlining  the  grievance  redressal  process  by eliminating the manual reading and forwarding of grievances by nodal officers. The reforms were initiated  in  2019  and  onboarding  of  all  the  Ministries/Departments  on  CPGRAMS  7.0  was completed  in  October,  2022.  Since  1 st November,  2022  to  28 th February,  2025  total  5236844 grievances were received on CPGRAMS and 5663849 grievances (which also includes the brought forwarded grievances) were disposed through the system by the Ministries/Departments/States/UTs.  As on 28.02.2025, there exists a pendency of 59,946 PG cases in Ministries/Departments of Government of India. A Feedback Call Centre, operational since July 2022, gathers feedback from citizens in multiple Indian languages, including Hindi and English, and assists in filing appeals. As of 28.02.2025, the call centre has completed 20,48,322 surveys. A dedicated feedback portal has been created by DARPG, which facilitates analysis and action on areas with poor feedback for Ministries/Departments. The Government is in the process of afresh development of end-to-end  IT  solutions  for  Public  Grievance  System of  Government  of  India (GoI).   This Project (NextGen CPGRAMS) would involve an upgrade of the existing architecture of CPGRAMS web portal. CPGRAMS has been integrated with Common Service Centres (CSCs) to  leverage  its  strength  to  take  the  facility  of  CPGRAMS  to  rural  population.  Citizen  can  file

grievances through 5.1 lakh Common Service Centers (CSCs). As on 20.03.2025 total 4.91 lakhs grievances have been lodged through the CSC. Sevottam is a comprehensive framework focused on  Citizen's  Charter,  Grievance  Redressal  Mechanism,  and  Capability  Building  for  Service Delivery. Under this initiative, DARPG provides financial support to State ATIs/CTIs for setting up Sevottam Training Cells. Over the past three financial years (2022-23, 2023-24, and 2024-25), 756 training courses have been conducted, training 24,942 officers from  various State Governments.  The  National  Workshop  on  "Sevottam  and  Effective  Redressal  of  Public Grievances" was held on February 20 th , 2025, at RCVP Noronha Academy of Administration, Bhopal, Madhya Pradesh. Previously, the National Seminar on Sevottam was conducted on May 23 rd ,  2023,  at  Yashwantrao  Chavan  Academy  of  Development  Administration  (YASHADA), Pune,  where  22  States/UTs  shared  their  experiences  in  strengthening  Service  Delivery  and Grievance Redressal Systems.

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