New Delhi: Dr. Jitendra Singh, Union Minister of State (Independent Charge) for Science and Technology, Earth Sciences, and other key departments, presented significant updates in the Lok Sabha today regarding grievance redressal mechanisms and pension reforms. The discussion covered accessibility, grievance resolution timelines, and improvements in citizen services.
Enhanced Accessibility via CPGRAMS
The Centralized Public Grievance Redress and Monitoring System (CPGRAMS) has made significant strides in accessibility for citizens, particularly those in remote and rural areas. Collaborating with Common Service Centres (CSCs), the government has empowered 28 lakh citizens across 795 districts to register grievances, with 4.68 lakh grievances filed via CSCs in 2023-24.
To further enhance usability, the CPGRAMS platform underwent 10 major reforms, including:
- Regional language support.
- Collaboration with CSCs to reach rural populations.
- Launch of the CPGRAMS mobile app.
- Citizen engagement through feedback mechanisms.
The 20th of every month is observed as CSC-CPGRAMS Day to spread awareness among rural citizens about the platform’s benefits.
Pension Grievance Redressal: Efficiency and Special Campaigns
Dr. Singh emphasized the government’s efforts to address pension grievances swiftly and effectively through CPENGRAMS (Centralized Pension Grievance Redress and Monitoring System). Key achievements include:
- Clearing the backlog of grievances, ensuring no case older than two years remains unresolved.
- Resolution of 1,68,964 grievances from November 2022 to October 2024.
- A month-long special campaign in July 2024, which achieved a 94% resolution rate for family pension grievances.
Guidelines have reduced the resolution timeframe from 30 days to 21 days, with interim replies mandated for delays. Technological advancements, including auto-forwarding and lateral movement of grievances, have further improved efficiency.
Record-Breaking Grievance Redressal
From 2020 to 2024, over 1.12 crore grievances were resolved on the CPGRAMS portal, with an all-time high of 23.24 lakh grievances redressed between January and October 2024. The average resolution time has dropped from 28 days in 2019 to 13 days in 2024, marking significant progress.
Comprehensive Guidelines and Reforms
The government issued new guidelines in August 2024, aiming to make grievance redressal more effective and citizen-focused. These guidelines emphasize:
- Integration of public grievance platforms.
- Establishment of dedicated grievance cells in ministries.
- Root cause analysis and feedback-based action.
- Reduction of the upper resolution limit from 30 to 21 days.
Employment Initiatives through Rozgar Melas
Addressing questions on vacant posts, Dr. Singh noted that filling vacancies is a continuous process. The government has conducted 13 Rozgar Melas since October 2022, providing employment opportunities across 40-45 cities nationwide.
Commitment to Citizen-Centric Governance
Dr. Singh highlighted the government’s commitment to efficient and transparent governance, with public grievance redressal as a cornerstone of its initiatives. Through reforms, technological integration, and citizen-focused campaigns, the government continues to improve its service delivery to ensure timely and meaningful resolutions for the public.
For more details and to lodge grievances, citizens can visit the CPGRAMS Portal.
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