STATE TIMES NEWS
NEW DELHI: Union Minister, Dr. Jitendra Singh, on Monday highlighted a transformative achievement in public grievance redressal, announcing that the average time for resolving grievances has been reduced from 30 days to just 13 days, with plans for further reduction.
Addressing the “National Workshop on Effective Redressal of Public Grievances” via a virtual platform, Dr. Singh emphasized this milestone as a testament to the government’s commitment to responsive, citizen-centric governance under the leadership of Prime Minister Narendra Modi.
The Minister outlined that the Centralized Public Grievance Redress and Monitoring System (CPGRAMS), launched in 2007, has undergone significant reforms, including a ten-step revamp that has revolutionized grievance management. These reforms have led to over 1,16,000 grievances being registered in October 2024 alone, with pending grievances in central secretariats reduced to 53,897.
Dr. Singh highlighted that, for 28 consecutive months, more than 1,00,000 grievances have been resolved each month, showcasing the system’s effectiveness.
Dr. Singh also shared that many citizens have provided positive feedback, reflecting growing trust in the government’s grievance redressal efforts.
Ministries such as Skill Development, Postal, and Food Distribution were recognized as top performers in Group A categories, while Parliamentary Affairs, Empowerment of Persons with Disabilities, and Land Resources led in Group B categories.
The Minister also announced the integration of next-generation technology powered by Artificial Intelligence (AI) and Machine Learning (ML) to further streamline the grievance process. These technologies aim to make the system more efficient, user-friendly, and aligned with citizens’ expectations.
Dr. Singh lauded the Department of Administrative Reforms and Public Grievances (DARPG) for consistently setting new benchmarks and noted that over 51,000 new users joined CPGRAMS in 2024, signaling its growing reach.
He concluded by reaffirming the government’s commitment to proactive governance, emphasizing not just the resolution of grievances but also the prevention of issues through systemic reforms, ensuring a seamless and inclusive public service experience.
