DARPG | 21st Report on Central Ministries & Depts’s performance on CPGRAMS released

The Department of Administrative Reforms and Public Grievances (DARPG) released the Centralized Public Grievance Redressal and Monitoring System (CPGRAMS) monthly report for January, 2024, which provides a detailed analysis of types and categories of public grievances and the nature of disposal. This is the 21^st report on Central Ministries/Departments published by DARPG.

The progress for January, 2024 indicates 1,21,478 Grievances Redressed by Central Ministries /Departments. For the 18^th month in a row, the monthly disposal crossed 1 lakh cases in the Central Secretariat. The Average Grievance Disposal Time in the Central Ministries/Departments for the month of January, 2024 is 16 days. These reports are part of the 10-step CPGRAMS reform process which was adopted by DARPG to improve the quality of disposal and reduce the timelines.

In January, 2024, the BSNL Feedback Call Centre collected 91437 feedbacks. Out of the total feedbacks collected, ~41% citizens expressed satisfaction with the resolution provided to their respective grievances. 57217 feedbacks (62%) were collected for Central Ministries/Departments by the BSNL Feedback Call Centre, ~44% citizens expressed satisfaction with the resolution provided.

From 2^nd January, 2024, DARPG has launched an online hackathon on “Data-driven Innovation for Citizen Grievance Redressal” with 5 problem statements which are open to students/research scholars/start-ups [Link: https://t.co/KaaGTYIvab].

DARPG invites participants to an online hackathon to address challenges related to citizen grievance redressal using data-driven solutions. The participating teams may address one or multiple Problem Statements defined by DARPG and submit innovative products and services as specified for each Problem Statement.

Top 3 most innovative solutions will be awarded the following prizes:

• Rs. 2 lakhs for the most innovative data-driven solution
• Rs. 1 lakh for the second most innovative data-driven solution
• Rs. 50 thousand for the third most innovative data-driven solution

The report also provides the state-wise analysis on the grievances registered through Common Service Centres in January, 2024. CPGRAMS has been integrated with the Common Service Centre (CSC) portal and is available at more than 5 lakh CSCs, associating with 2.5 lakh Village Level Entrepreneurs (VLEs).

The following are the Key Highlights of the DARPG’s monthly CPGRAMS report for January, 2024 for Central Ministries/ Departments:

1. PG Cases:

• In January, 2024, 121671 PG cases were received on the CPGRAMS portal, 121478 PG cases were redressed and there exists a pendency of 71119 PG cases, as of 31^st January, 2024

2. PG Appeals:

• In January, 2024, 23142 appeals were received and 22084 appeals were disposed. The Central Secretariat has a pendency of 21891 PG Appeals at the end of January, 2024

3. Grievance Redressal Assessment and Index (GRAI) – January, 2024

• NITI Aayog, the Department of Revenue, and Department of Agriculture and Farmer Welfare are the top performers in the Grievance Redressal Assessment & Index within Group A for January, 2024
• Ministry of Development of North Eastern Region, Ministry of Parliamentary Affairs, and Department of Legal Affairs are the top performers in the Grievance Redressal Assessment & Index within Group B for January, 2024