17th Report on Central Ministries & Depts performance released by DARPG

The Department of Administrative Reforms and Public Grievances (DARPG) released the Centralized Public Grievance Redressal and Monitoring System (CPGRAMS) monthly report for September 2023. Here are the key highlights:

1. Grievances Redressed:
   • 106,810 grievances were redressed by Central Ministries/Departments in September 2023.
   • The average grievance disposal time in Central Ministries/Departments from January to September 2023 was 19 days.
2. BSNL Call Centre Feedback:
   • The BSNL Call Centre collected feedback from 87,520 citizens in September 2023.
   • Approximately 39% of citizens expressed satisfaction with the resolution provided for their grievances.
3. IGMS 2.0 and Tree Dashboard Portal:
   • Dr. Jitendra Singh, Hon’ble MoS, launched IGMS 2.0 developed by IIT-Kanpur and the Automated Analysis in Tree Dashboard portal on September 29, 2023.
   • IGMS 2.0 Dashboard, implemented by IIT Kanpur with AI capabilities, provides instant tabular analysis of grievances filed and disposed, state-wise and district-wise grievances filed, and ministry-wise data.
   • The dashboard assists officials in identifying the root cause of grievances.
4. Data Sharing with Bharat GPT:
   • DARPG signed a Non-Disclosure Agreement (NDA) with the Bharat GPT team on September 29, 2023.
   • Under the NDA, DARPG will share data with Bharat GPT to build a large language model for CPGRAMS.
5. Pendency:
   • As of September 30, 2023, there is a pendency of 66,835 public grievances (PG) cases and 24,258 PG appeals in the Central Secretariat.
   • The pendency increased from 63,461 PG cases and 23,030 PG appeals at the end of August 2023.
6. Grievance Redressal Assessment and Index (GRAI):
   • Top performers in GRAI for September 2023:
     • Group A: Department of Agriculture and Farmers Welfare, Ministry of Home Affairs.
     • Group B: Ministry of Development of North Eastern Region, NITI Aayog.

The monthly report provides insights into the grievance redressal performance, feedback, and initiatives undertaken by DARPG and affiliated departments to enhance public service delivery.