STATE TIMES NEWS
NEW DELHI: The Modi Government’s citizen-centric “Grievance Redressal” model has gained international recognition, with several countries actively studying and adopting India’s innovative mechanisms for efficient public service delivery.
Union Minister Dr. Jitendra Singh, while responding to a question in the Rajya Sabha, highlighted the growing global interest in India’s Centralized Pension Grievance Redress and Monitoring System (CPENGRAMS) and other reforms.
Dr. Jitendra stated that CPENGRAMS has significantly improved grievance resolution for pensioners, ensuring timely redressal. Between March 1, 2023, and February 28, 2025, the system successfully addressed 1,94,611 grievances. The government has streamlined resolution mechanisms through Inter-Ministerial Review Meetings and initiatives like the Special Campaign for family pension grievances, achieving a 94% resolution rate. Notably, specific grievance categories have been introduced for family pensioners and super-senior pensioners, leading to faster resolution of complaints.
The government has also reduced the response time for grievance redressal from 30 days to 21 days, ensuring better efficiency through a feedback system and appeal mechanism.
Dr. Singh further emphasized that India’s leadership in administrative reforms has drawn attention from countries like the Maldives, Bangladesh, and South Africa. International delegations have visited India to study CPENGRAMS, while Indian officials have been invited to conduct workshops abroad, demonstrating the success of the Modi Government’s citizen-centric governance model. The Department of Administrative Reforms & Public Grievances (DARPG) has also introduced key initiatives like the Digital Life Certificate (DLC) for pensioners and comprehensive pension reforms, reinforcing India’s leadership in public service innovation.
Additionally, the government has been conducting National Workshops on Sevottam and Grievance Redressal to enhance public service delivery. The Sevottam initiative focuses on Citizen’s Charter, Grievance Redressal Mechanism, and Capability Building for Service Delivery. Under this initiative, 756 training courses have been conducted, training 24,942 officers over the past three years. Two National Workshops on “Effective Redressal of Public Grievances” were organized in New Delhi and Bhopal in the current financial year.
To further enhance grievance management, DARPG signed an MoU with IIT Kanpur in December 2021 to develop the Intelligent Grievance Management System (IGMS), an AI/ML-driven platform introducing semantic search, exploratory data analysis, and predictive analytics. Additionally, the Grievance Redressal Index (GRAI) ranks Ministries and Departments based on efficiency, feedback, domain expertise, and commitment, allowing comparative performance assessment and policy improvements.
Furthermore, 22 States and Union Territories have enacted the Right to Service (RTS) Act, with RTS Commissions established in eight states. DARPG conducts regular meetings and webinars with State and UT governments to exchange best practices and promote e-services, bringing citizens and the government closer through technology. By leveraging modern governance tools, India’s grievance redressal model stands as a global example of efficiency, transparency, and citizen welfare.