Dr Jitendra shares in LS data citing progressive decline in grievance redressal time
STATE TIMES NEWS
NEW DELHI: Union Minister, Dr. Jitendra Singh on Wednesday shared in Lok Sabha data citing progressive decline in grievance redressal time.
The minister said that the Government has taken several significant steps to improve the accessibility of services for citizens, particularly those in remote and rural areas. A key initiative has been the integration of citizens with the CPGRAMS (Centralized Public Grievance Redress and Monitoring System) portal. Over 28 lakh citizens from 795 districts across the country have been registered on the portal, with an average of 70,000 new registrations monthly.
The government’s collaboration with Common Service Centres (CSCs) has further expanded this initiative, utilizing the network of Village Level Entrepreneurs (VLEs) across 5.6 lakh villages. In 2023-2024 alone, 4.68 lakh grievances were filed through CSCs, Dr. Jitendra said.
As part of its ongoing efforts, the Government has implemented the CPGRAMS 10-step reform, which includes adding regional language options, engaging citizens through feedback call centers, simplifying registration processes, collaborating with CSCs, and launching a CPGRAMS mobile app. Regular awareness programs focusing on rural and farmer-centric schemes like Pradhan Mantri Awas Yojana (PMAY) and Pradhan Mantri Kisan Samman Nidhi (PM-KISAN) have been held, with 20th of each month being observed as CSC-CPGRAMS Day to boost awareness.
A major achievement has been the reduction of backlog in pension-related grievances through the Centralized Pension Grievance Redress and Monitoring System (CPENGRAMS). Currently, no pension grievance has been pending for more than two years, with 1,68,964 grievances resolved between November 2022 and October 2024. Special initiatives like the 100-day action plan and the July 2024 Special Campaign achieved a 94% redressal rate for family pension grievances.
Technological advancements, such as auto-forwarding and lateral movement of grievances, are further enhancing the speed and quality of redressal. Over the past five years, 1,12,30,957 grievances were successfully addressed on the CPGRAMS portal, with an annual record of 23,24,323 grievances redressed in 2024. The average redressal time has improved significantly, decreasing from 28 days in 2019 to just 13 days in 2024.
In addition, Dr. Jitendra said, the Government has issued Comprehensive Guidelines for Effective Redressal of Public Grievances to further streamline processes. These guidelines emphasize the integration of grievance platforms, root cause analysis, the appointment of competent nodal officers, and improved escalation processes. As part of the Special Campaign 2024, around 5.55 lakh grievances and appeals were resolved.
The Government has also made substantial progress in filling vacant posts within Ministries and Departments, with Rozgar Melas organized across 40-45 cities to expedite the process. These reforms collectively aim to create a more efficient, accessible, and responsive public service system for citizens across India.
