Excelsior Correspondent
NEW DELHI, Dec 30: During a detailed year-end assessment conducted at the Indian Institute of Public Administration, Union Minister Dr. Jitendra Singh, who serves as the Minister of State (Independent Charge) for Science and Technology, Earth Sciences, and Personnel, Public Grievances and Pensions, highlighted the significant advancements in public grievance redressal led by the Department of Administrative Reforms & Public Grievances (DARPG).
The Minister advocated for the adoption of the “Whole of Government” and “Whole of Nation” principles envisioned by Prime Minister Narendra Modi to improve governance effectiveness and enhance citizen satisfaction.
Dr. Jitendra Singh pointed out the enhanced features of the Intelligent Grievance Monitoring System (IGMS) 2.0, developed with IIT Kanpur as a knowledge partner. This state-of-the-art system integrates Artificial Intelligence (AI) and Machine Learning (ML) to transform grievance management on the CPGRAMS platform.
By utilizing predictive analytics and systemic insights, IGMS 2.0 supports informed policy decisions, leading to improved outcomes for citizens.
Emphasizing a commitment to technology-driven reforms, Dr. Singh announced a government allocation of Rs 270 crores for next-generation enhancements to the CPGRAMS portal. As the world’s largest citizen interface platform, CPGRAMS now features advanced multilingual support, enhanced tracking mechanisms, and efficient feedback systems, significantly shortening grievance resolution times.
The Union Minister reported a remarkable reduction in grievance redressal timelines to just 12 days, with citizen satisfaction rising to 44% in 2024. As of November 2024, over 28 lakh citizens have registered on the CPGRAMS platform. Dr. Singh praised the implementation of the Human Desk in 2022, which has been instrumental in delivering personalized responses and improving citizen satisfaction.
Since April 2022, Dr. Jitendra Singh has led 18 review meetings to assess and refine grievance redressal processes, alongside five monthly meetings with stakeholders to share best practices and foster a culture of continuous improvement.
The year-end review was attended by over 500 senior officials, including representatives from Central Ministries, State Governments, Administrative Training Institutes, and pivotal departments such as Financial Services, Posts, EPFO, Railways, Health and Family Welfare, CBDT, Agriculture, and Rural Development.
S.N. Tripathi, DG IIPA, and V. Srinivas, Secretary DARPG, provided insights and outlined plans for further progress in grievance redressal and public service delivery. Smt. Jaya Dubey, Joint Secretary DARPG, also contributed insights during the review.
Dr. Jitendra Singh underscored the importance of setting elevated targets for the upcoming year, reaffirming the Government’s commitment to enhancing grievance redressal systems, ensuring they are more robust, efficient, and citizen-centric. He reiterated that blending technology and collaborative stakeholder engagement would be pivotal in achieving these objectives, ensuring seamless and satisfactory public service delivery.
The review concluded with a unified commitment to reinforcing citizen trust through transparent, accountable, and efficient governance practices.
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