Lok Sabha Question No. 1122 (UNSTARRED), answered on 2016-03-02
Subject: Monitoring of Grievances
Ministry: PERSONNEL, PUBLIC GRIEVANCES AND PENSIONS
Asked by: KUNWAR HARIBANSH SINGH, SUNIL BALIRAM GAIKWAD, SUDHEER GUPTA, VIJAY KUMAR S.R., JAYAKUMAR JAYAVARDHAN, GAJANAN CHANDRAKANT KIRTIKAR, KIRIT PREMJIBHAI SOLANKI, ASHOK SHANKARRAO CHAVAN, BIDYUT BARAN MAHATO

## GOVERNMENT OF INDIA

## MINISTRY OF PERSONNEL, PUBLIC GRIEVANCES AND PENSIONS

## (DEPARTMENT OF ADMINISTRATIVE REFORMS & PUBLIC GRIEVANCES)

## LOK SABHA UNSTARRED QUESTION NO. 1122

(TO BE ANSWERED ON 02.03.2016)

## MONITORING OF GRIEVANCES

## 1122. KUNWAR HARIBANSH SINGH:

DR. SUNIL BALIRAM GAIKWAD:

SHRI SUDHEER GUPTA:

SHRI S.R. VIJAYAKUMAR:

DR. J. JAYAVARDHAN:

SHRI GAJANAN KIRTIKAR:

DR. KIRIT P. SOLANKI:

SHRI ASHOK SHANKARRAO CHAVAN:

SHRI BIDYUT BARAN MAHATO:

Will the PRIME MINISTER be pleased to state:

- (a) whether there has been a three-fold increase in citizens' grievances in 2015 compared to last three years as reported in the media;
- (b) if so, the details thereof and the reasons therefor;
- (c) whether  the  Government  has  directed  all  Secretaries  whose  departments  have extensive public dealing to immediately set up a system for top level monitoring of grievances and action taken against delinquent officials;
- (d) if so, the details thereof along with the action taken in this regard; and
- (e) the other steps taken/being taken by the Government to resolve the grievances of the citizens in a time bound manner?

## 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):  The  total  number  of  grievances  received  on   the  online  Centralized  Public Grievance Redress and Monitoring System(CPGRAMS)   in respect of Central Government Ministries/ Departments during the last four years are as under:-

|   Year |   No. of Grievances received |
|--------|------------------------------|
|   2012 |                       176126 |
|   2013 |                       209637 |
|   2014 |                       270255 |
|   2015 |                       881132 |

The increase is due to a number of citizen friendly measures taken by the Government particularly integration of Prime Minister Office Public Grievances Redress Mechanism with    CPGRAMS, launch of a Mobile App through which grievances can be lodged on CPGRAMS  through  android  based  Mobile  phones,  integration  of  Common  Services Centre portal with the CPGRAMS and also higher expectations of the citizens from the Government.

(c)&(d):    Instructions have  been issued by the Department of Administrative Reforms and Public Grievances to Secretaries of all the Ministries/Departments to accord top level priority to the redress of grievances by including monitoring of grievance pendency as an agenda item in review meetings in their Ministries/Departments and to  make it  clear to all  concerned  dealing  with  public  grievances  that   unwarranted  delays  in  redressing grievances would be viewed seriously. To enable effective monitoring of grievances at Secretary level, an electronic Dashboard has been created showing the consolidated status of grievances disposed and pending on CPGRAMS for which the user IDs and passwords have  been  duly  provided  to  all  the  Secretaries  of  Central  Ministries/Departments. Secretaries of all the Departments having substantial public dealing have been advised to personally  examine  at  least  10  grievances  every  week  and  upload  the  report  on  e samiksha portal of Cabinet Secretariat.

(e):    Some  of  the  other  important  steps  taken  by  the  Department  of  Administrative Reforms  and  Public Grievances  for expeditions and effective disposal of public grievances  include  ;  a  Grievance  Analysis  Study  of  the  top  20  grievance  receiving Ministries/Departments/Organisations for identifying the  major grievances , root cause analysis and systemic reforms for reducing the grievances and  regular review meetings in the Department of Administrative Reforms and Public Grievances for monitoring the pendency of public grievances.

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