Lok Sabha Question No. 2977 (UNSTARRED), answered on 2016-08-03
Subject: Public Services Delivery
Ministry: PERSONNEL, PUBLIC GRIEVANCES AND PENSIONS
Asked by: PINAKI MISRA, MAHEISH GIRRI, HEMANT TUKARAM GODSE

## GOVERNMENT OF INDIA

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

## LOK SABHA

## UNSTARRED QUESTION NO. 2977

(TO BE ANSWERED ON 03.08.2016)

## PUBLIC SERVICES DELIVERY

2977. SHRI PINAKI MISRA: SHRI MAHEISH GIRRI: SHRI GODSE HEMANT TUKARAM:

Will the PRIME MINISTER be pleased to state:

- (a) whether the general public who have to deal with Government departments are not satisfied with the efficiency and behaviour of the Government servants;
- (b) if  so,  whether  the  Ministry  will  consider  organising  training  for  the  Government servants in order to develop and inculcate professional approach in the working of the Government servants;
- (c) if so, the details of such programmes; and
- (d) the details of complaints received against the inefficient and slow delivery of services provided by the Government departments during the last two years and current year and the number of complaints resolved during the same period?

## 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):   The Department of Administrative Reforms and Public Grievances has created an online Centralized  Public  Grievance  Redress  and  Monitoring  System  (CPGRAMS)  on  which grievances  can  be  lodged  from  anywhere,  anytime  by  an  aggrieved  citizen  regarding deficiency in public service delivery.  Some of the grievances lodged on CPGRAMS could also  be  due  to  the  petitioner  not  being  satisfied  with  the  efficiency  or  behaviour  of  the Government servants.

(b)  &  (c):  Development  of  professional,  impartial  and  efficient  civil  service,  which  is responsive to the need of the citizen is the objective of the National Training Policy adopted in the year April 1996 and reviewed in the year 2012.

Some  of  the  key  initiatives  under  the  National  Training  Policy  are   Mid  Career Training Programme  (MCTP)  for  IAS  officers to handle the next higher level of responsibilities,  Domestic  Funding  of  Foreign  Training  (DFFT)  to  upgrade  the  knowledge and  skills  of  IAS,  CSS,  State  Civil  Services  and  Group  'A'  Officers  working  under  the Central  Staffing  Scheme,  long  term  domestic  post  graduate  programme  to  enhance  the competence  of  mid  career  civil  servants,  Advanced  Professional  Programme  in  Public Administration (APPPA) to prepare the senior civil servants for better governance with focus on  citizen  services  and  on  the  job  in  house  one  hour  weekly  training  for  better  skill  and efficiency in dealing with the demands of work place.

(d):   As per data available  in CPGRAMS, the grievances received and disposed including grievances  for  inefficient  and  slow  delivery  of  services  by  the  Government  of  India Organizations during the last two years and current year up to 28.7.2016 is given below:

|   Year |   Received |   Disposed |
|--------|------------|------------|
|   2014 |     270413 |     263563 |
|   2015 |     879184 |     769633 |
|   2016 |     584270 |     626474 |

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