New Delhi, Dec 13, Buzzbytes: Union Minister Dr Jitendra Singh disclosed in the Lok Sabha today that the government is leveraging next-generation Artificial Intelligence (AI) technology to bolster the capabilities of the Centralised Public Grievance Redressal and Monitoring System (CPGRAMS) portal.
Dr Jitendra Singh highlighted the establishment of the Data Strategy Unit for root cause analysis of grievances and implementing systemic reforms. These advancements aim to enhance the efficiency and responsiveness of the grievance redressal system.
In response to a question in the Lok Sabha, Dr Jitendra Singh reported a notable decrease in the pendency and an improvement in the average time of disposal of public grievances. Over the last 16 months, Ministries/Departments have consistently disposed of more than 1 lakh cases per month. The pendency of public grievance cases in central Ministries/Departments has reached an unprecedented low of 0.63 lakh cases.
CPGRAMS has implemented a 10-step reform strategy, including breaking language barriers by offering the portal in all scheduled languages, introducing the Grievance Redressal and Assessment Index (GRAI) for performance benchmarking, and publishing monthly reports for both Central Ministries/Departments and States/UTs.
Furthermore, efforts to enhance citizen engagement involve the establishment of a Feedback Call Centre for citizens to provide feedback on the quality of redressal. Integration of various grievance portals of Central Ministries/States with CPGRAMS and expanding its outreach in rural India through Common Service Centers (CSC) are also part of the comprehensive reforms.
Highlighting the success of the Special Campaign 2023, Dr Jitendra Singh noted that about 5,21,958 (99.4%) public grievances were disposed of during the campaign focused on institutionalizing cleanliness and reducing pendency in government offices.
In the current year, the CPGRAMS portal received 19.45 lakh citizen grievances up to November 30, 2023, with approximately 19.60 lakh grievances, including backlog grievances, being effectively addressed. CPGRAMS remains a crucial web-based portal where citizens can file their grievances, receiving an average of around 20 lakh grievances annually from the public.
