• CPGRAMS (Centralised Public Grievance Redress and Monitoring System) plays a key role in bridging the gap between citizens and the government by swiftly addressing their concerns. 

• CPGRAMS successfully resolved over 70 lakh grievances during 2022-24, the Ministry of Personnel, Public Grievances & Pensions said. 

• The Centre has reduced redressal time of public grievances, raised on a dedicated portal, to 21 days.

What is CPGRAMS?

• Centralised Public Grievance Redress And Monitoring System (CPGRAMS) is an online web-enabled system over NICNET developed by NIC, in association with Directorate of Public Grievances (DPG) and Department of Administrative Reforms and Public Grievances (DARPG).

• CPGRAMS aims to enable submission of grievances by the aggrieved citizens from anywhere and anytime (24x7) basis to ministries/departments/ organisations who scrutinise and take action for speedy and favorable redress of these grievances.

• The grievances received on the Centralised Public Grievance Redress and Monitoring System (CPGRAMS) shall be resolved promptly as soon as they are received but within a maximum period of 21 days.

• Tracking grievances is also facilitated on this portal through the system generated unique registration number.

• National Informatics Centre (NIC) through its Information and Communication Technology (ICT) Network — NICNET, has institutional linkages across all the ministries/departments of the central government, state governments, Union Territories and district administrations of the country. NICNET is a satellite-based nationwide computer-communication network, that is a type of Wide Area Network (WAN).

• In order to check the quality of disposal, CPGRAMS provides facility to the citizens to record their feedback on the portal and if a disposal is rated as poor, the option to file an appeal to the next higher authority is enabled.

• The government has also set up a call centre to get citizen feedback on disposed of grievances. Citizens can also get the appeal filed through the call centre if they are not satisfied with the disposal of the grievance.

Issues which are not taken up for redressal:

• Sub-judice cases or any matter concerning judgment given by any court.

• Personal and family disputes.

• RTI matters.

• Religious matters

• Anything that impacts upon territorial integrity of the country or friendly relations with other countries.

10-step reforms for CPGRAMS

The government introduced the 10-step reforms for CPGRAMS in April 2022 to make grievance redressal timely, effective and accessible to the citizens. 

These are:

i) Universalisation of CPGRAMS 7.0

ii) Technological enhancements

iii) Language translation

iv) Grievance Redressal Assessment Index (GRAI)

v) Citizen engagement through feedback calls

vi) One Nation One Portal

vii) Inclusivity and outreach

viii) Training and capacity building of Grievance Redressal Officers (GROs)

ix) Strengthening monitoring through monthly reviews and reports

x) Operationalisation of Data Strategy Unit.

CPGRAMS is amongst the early digital platforms to use artificial intelligence/machine learning enabled dashboards which helped in extensive data analysis towards exploratory and predictive insights for root cause of grievances and enable suitable intervention towards systemic reforms.

Impact of CPGRAMS

• CPGRAMS now connects 92 central ministries, departments, and organisations with 36 states/UTs, offering a seamless platform supported by over 73,000 active subordinate users. 

• With 96,295 organisations registered, CPGRAMS has significantly improved citizen engagement and service delivery. 

• From 2022 to 2024, the system enabled the resolution of 70,03,533 grievances and mapped 1,03,183 Grievance Redressal Officers (GROs) as on October 31, 2024.

• In 2024, more than 24 lakh grievances received on CPGRAMS portal of which 98 per cent have been disposed of successfully within an average disposal time of 12 days.

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