London: India’s Centralized Public Grievance Redress and Monitoring System (CPGRAMS) received global acclaim at the 3rd Biennial Pan-Commonwealth Heads of Public Service/Secretaries to Cabinet Meeting held from April 22–24, 2024, at Marlborough House, London. The Commonwealth Secretariat recognized CPGRAMS as a state-of-the-art grievance redressal system for SMART Government and invited the Department of Administrative Reforms and Public Grievances (DARPG) to present its innovative platform.
The theme of the three-day conference, “Institutionalization of SMART Government for Improving Service Delivery,” underscores the importance of adopting Artificial Intelligence (AI) in governance. Nearly 50 member countries of the Commonwealth attended the meeting.
V. Srinivas, Secretary of DARPG, presented India’s CPGRAMS on April 23, 2024, garnering commendation from Commonwealth member countries as a global best practice. Secretary General of the Commonwealth, Patricia Scotland KC, lauded CPGRAMS, stating, “CPGRAMS is a state-of-the-art grievance redressal system and a best practice of SMART government. The Commonwealth’s remaining 1.2 billion citizens can benefit from the adoption of the technology platform in the same way India’s 1.4 billion citizens have benefited.”
During the meeting, representatives from various member countries, including Kenya, Tanzania, Zambia, Botswana, Uganda, Maldives, and Grenada, recognized CPGRAMS as a monumental reform and an effective tool for transformational governance.
On the sidelines of the conference, a bilateral meeting between Secretary DARPG V. Srinivas and Secretary General Commonwealth Secretariat Patricia Scotland KC took place, fostering cordial and constructive dialogue.
Key highlights of the DARPG presentation included:
Recognition of technology’s potential to bridge the gap between citizens and government, empowering citizens, and enhancing transparency and accountability.
Implementation of CPGRAMS’ 10-step reforms resulting in significant improvement in grievance redressal quality and reduction of timelines.
Successful redressal of over 1.5 lakh grievances per month and mapping of 1.02 lakh grievance officers on the CPGRAMS portal.
Introduction of intelligent grievance monitoring dashboard and tree dashboard utilizing AI/ML practices for evidence-based policy making and data-driven interventions.
Government approval of Rs. 128 crore for CPGRAMS ver 8.0 with upgraded technology platform implementation over the next two years.
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