Lok Sabha Question No. 4216 (UNSTARRED), answered on 2025-03-26
Subject: Sevottam & Grievance Redressal Workshop
Ministry: PERSONNEL, PUBLIC GRIEVANCES AND PENSIONS
Asked by: Smt. Mala Rajya Laxmi Shah, Shri Gajendra  Singh Patel, Shri Praveen Patel

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

## (DEPARTMENT OF ADMINISTRATIVE REFORMS AND PUBLIC GRIEVANCES)

## LOK SABHA UNSTARRED QUESTION NO. 4216

(ANSWERED ON 26.03.2025)

## SEVOTTAM & GRIEVANCE REDRESSAL WORKSHOP

## 4216. SMT. MALA RAJYA LAXMI SHAH: SHRI GAJENDRA SINGH PATEL: SHRI PRAVEEN PATEL:

Will the PRIME MINISTER be pleased to state:

- (a) the manner in which the National Workshop on Sevottam and Grievance Redressal contribute to improving public service delivery across the country;
- (b)  the  manner  in  which  the  Department  of  Administrative  Reforms  and  Public  Grievances (DARPG) is leveraging technology to modernize CPGRAMS for better citizen interface;
- (c) the measures taken/being taken by the Government to ensure the effective implementation of the Right to Services Act across 22 States and Union Territories; and
- (d)  the  details  of  expected  benefits  of  auto-escalation  processes  and  ranking  systems  in improving State and district-level grievance resolution?

## 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  National  Workshop on  Sevottam and  Grievance Redressal  plays  a  key  role in improving public service delivery across the country. Sevottam is a comprehensive framework focused  on  Citizen's  Charter,  Grievance  Redressal  Mechanism,  and  Capability  Building  for Service Delivery. Under this initiative, Government 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), as part of Sevottam, 756 training courses have been conducted, training 24,942 officers from various State Governments. In the current financial year 2 National Workshops on "Effective Redressal of Public Grievances" on November 18, 2024, in New Delhi and February 20, 2025, in Bhopal, with participation from Central Ministries, State Governments, and State Administrative Training Institutes (ATIs) were conducted. Government has been actively leveraging technology to modernize CPGRAMS for a better citizen interface. In December 2021, DARPG signed an MoU with IIT Kanpur to develop the Intelligent Grievance Management System (IGMS), an AI/MLdriven platform that introduces semantic search, exploratory data analysis, and predictive analytics for enhanced grievance management. Government publishes the Grievance Redressal Assessment Index (GRAI) as part of CPGRAMS' 10-Step Reforms, ranking Ministries and Departments based on efficiency, feedback, domain expertise, and organizational commitment. The objective of the GRAI Index is to provide Ministries and Departments with a comparative performance assessment, enabling  them  to  identify  areas  for  improvement  and  implement  policy  reforms  to  minimize grievances. The Right to Service (RTS) Act has been enacted by 22 States and Union Territories

as of date, with RTS Commissions established in 8 of them (Assam, Chandigarh, Maharashtra, Punjab,  Haryana,  Meghalaya,  Uttarakhand,  and  West  Bengal).  DARPG  conducts  regular meetings/  webinars  with  State  and  UT  governments,  collaborates  with  RTS  Commissions  to exchange best practices and improve service delivery by promoting e-services, bringing citizens and the government closer through technology, and engages with commissioners, and appellate officials to boost e-governance and enhance e-service delivery in the nation.

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