The Department of Administrative Reforms and Public Grievances (DARPG) has released its 14th monthly report on the Centralized Public Grievance Redressal and Monitoring System (CPGRAMS) for States/Union Territories in September 2023. This report offers a detailed analysis of public grievances, categorizing their types and the nature of their resolution. In September, States and Union Territories successfully addressed 57,701 grievances, contributing to a pendency of 1,70,921 grievances in the CPGRAMS portal, reflecting a modest increase from the previous month. For the 13th consecutive month, the monthly grievance disposal exceeded 50,000 cases, indicating a sustained commitment to grievance resolution.
In addition to these statistics, DARPG introduced innovative tools to enhance the grievance resolution process. IGMS 2.0, launched by Hon’ble MoS Dr. Jitendra Singh, is a dynamic dashboard developed in collaboration with IIT-Kanpur, integrating artificial intelligence to analyze grievances filed and disposed of. It provides instant tabular insights and aids officials in identifying the root causes of grievances. Moreover, DARPG entered into a Non-Disclosure Agreement with the Bharat GPT team, which aims to create a substantial Indian context data pool, facilitating the development of large language models for CPGRAMS.
Furthermore, DARPG introduced a state/UT ranking system based on CPGRAMS performance, beginning in May 2023. States and UTs are categorized into four segments, such as North Eastern States, Union Territories, and two others based on the volume of grievances received. This initiative is designed to drive improvements in grievance redressal systems and encourage comparative assessments. Rankings are determined by evaluating performance based on grievance resolution quality and timeliness from January 1 to September 30, 2023. The report recognizes the top three performers in each of the four categories among States and Union Territories.
|
S. No. |
Group | States/UTs | Rank 1 | Rank 2 |
Rank 3 |
| 1 | Group A | North-Eastern States | Sikkim | Assam | Arunachal Pradesh |
| 2 | Group B | Union Territories | Lakshadweep | Andaman & Nicobar | Ladakh |
| 3 | Group C | States with grievances
>= 20000 |
Uttar Pradesh | Jharkhand | Gujarat |
| 4 | Group D | States with grievances
< 20000 |
Telangana | Chhattisgarh | Kerala |
In September 2023, Uttar Pradesh reported the highest number of grievances, totaling 20,229, while both Uttar Pradesh and Gujarat led in grievance resolutions, effectively handling 15,848 and 7,149 cases, respectively. Additionally, DARPG has introduced a specialized portal to track real-time progress in training conducted by State/UT Administrative Training Institutes (ATIs) under the Sevottam Scheme.