DARPG releases the CPGRAMS Monthly report for March, 2023

The Department of Administrative Reforms and Public Grievances (DARPG) released the Centralized Public Grievance Redressal and Monitoring System (CPGRAMS) monthly report for March, 2023 for both Central Ministries/Departments and State Governments. These reports are part of the 10-step CPGRAMS reforms process which was adopted by DARPG for improving quality of disposal and reducing the time lines. These reports provide a detailed analysis of types and categories of public grievances and the nature of disposal.

The reports also contain excerpts from the recommendations of the Parliamentary Standing Committee of Ministry of Personnel, PG and Pensions in its 127^th Report on DARPG. The report notes that the Committee noted its satisfaction with decrease in the average time of disposal of grievances and increase in number of grievances being disposed in CPGRAMS. The report also notes that the Committee commended DARPG for implementing a slew of reforms on CPGRAMS that have brought a tangible difference in Public Grievances delivery.

The progress in the reports indicates that 1,19,706 Grievances were redressed by Central Ministries/Departments in March 2023, with an average Disposal Time of 16 days/grievance, and a Pendency level of 71,743 cases in Central Secretariat. This is the eight months in a row where PG disposal of Central Ministries/Departments has crossed 1lac cases per month. The following are the key highlights of the DARPG’s monthly CPGRAMS report for March 2023 for Central Ministries/ Departments.

PG Cases

• In March, 2023, 124823 PG cases were received on the CPGRAMS portal, 119706 PG cases were redressed and there exists a pendency of 71743 PG cases, as of 25^th March, 2023. The pendency in the Central Secretariat has increased from 66622 PG cases at the end of February, 2023 to 71743 PG cases at the end of March, 2023
• For the 8^th month in a row, the monthly disposal crossed 1 lac cases in Central Ministries/Departments
• Department of Agriculture and Farmers Welfare [19826 grievances], Department of Financial Services (Banking Division) [18904 grievances], Ministry of Labour and Employment [14348 grievances], Department of Financial Services (Insurance Division) [6116 grievances] and Central Board of Direct Taxes (Income Tax) [5360 grievances] and have received the maximum number of grievances in March, 2023

PG Appeals

• In March, 2023, 15691 appeals were received and 14395 appeals were disposed. The Central Secretariat has a pendency of 28042 PG Appeals at the end of March, 2023
• Central Board of Direct Taxes (Income Tax) [2989 appeals], Ministry of Corporate Affairs [2189 appeals], Department of Financial Services (Banking Division) [1728 appeals], Department of  personnel and Training [1445 appeals] and Ministry of Home Affairs [1346 appeals] have the maximum pendency of appeals as on 25^th March, 2023

Grievance Redressal Index

• Unique Identification Authority of India and Ministry of Labour and Employment are the top performers in the Grievance Redressal Index within the Group A for March, 2023
• Department of Financial Services (Pension Reforms) and NITI Aayog are the top performers in the Grievance Redressal Index within the Group B for March, 2023

Pendency

• 17 Ministries/Departments have more than 1000 pending grievances as on 25^th March, 2023
• Central Board of Direct Taxes (Income Tax) [8132 grievances] and Department of Personnel and Training [2001 grievances] have the highest number of grievances pending for more than 30 days

Average Closing Time

Average Grievance Redressal Time in all the Ministries/Departments in the year 2023, from 1^st January to 25^th March, 2023 is 16 Days

Feedback received from BSNL Call Centre

For Central Ministries/Departments, 3964 grievances have received the rating of Excellent & Very Good, directly from the citizens, in the feedbacks collected by the BSNL Call Centre from 1^st March to 25^th March, 2023

Highlights of the States/UTs Report

• 52,111 Grievances Redressed by States/UTs in March, 2023 and a Pendency level of 2,00,536 cases in State/UT Secretariat, as of 25^th March, 2023
• Government of Haryana has the highest number of PG officers mapped onto CPGRAMS with more than 7000 Grievance Redressal Officers mapped
• Grants to 19 States/UTs have been released under Sevottam Scheme with grants for 3 more States/UTs under process
• Overall Average Disposal Time has decreased to 64 days/grievance
• Government of Telangana has the lowest Average Disposal Time with the State recording an average of 10 days against 1392 disposals