The Union Government has introduced new 2024 guidelines aimed at improving the handling of public grievances, focusing on citizen empowerment and streamlining the redressal process. These guidelines are designed to enhance clarity and efficiency in addressing grievances and incorporate technological advancements through a 10-step reform process.
Integrated Grievance Filing Platform
The new guidelines feature an integrated, user-friendly platform on the Centralised Public Grievance Redress and Monitoring System (CPGRAMS). This platform will serve as a single-window system for citizens to file grievances, aiming to simplify the process and improve accessibility.
Reduced Timeline for Redressal
The timeline for grievance redressal has been shortened to 21 days from the previous 30 days. For cases requiring more time, citizens will receive interim replies. Feedback on resolved grievances will be communicated through SMS and email, with an appeal process available for unresolved issues.
Nodal Officers and Dedicated Grievance Cells
Nodal Officers will be appointed in all ministries and departments to handle grievances promptly and fairly. Ministries or departments with high grievance volumes will have dedicated nodal officers to ensure effective management. Each ministry or department will also establish a dedicated grievance cell equipped with sufficient resources.
Role of Nodal Officers
Nodal Officers are responsible for effective categorization, monitoring pendency, examining feedback for improvements, conducting root cause analysis, and overseeing grievance redressal officers within their respective ministries or departments.
AI-Powered Analysis and Feedback
The government plans to utilize AI-powered tools, such as the tree dashboard and intelligent grievance monitoring dashboard, to analyze citizen feedback. A monthly grievance redressal assessment index will rank ministries and departments based on their performance.
Training and Capacity Building
Training for grievance officers will be conducted through 36 Administrative Training Institutes under the SEVOTTAM scheme. Ministries and departments are encouraged to periodically review grievance redressal processes in Senior Officers Meetings and improve communication and awareness about the grievance systems.
CPGRAMS Performance
The CPGRAMS portal has successfully addressed nearly 60 lakh public grievances between 2022 and 2024 and has mapped 1.01 lakh grievance redressal officers across ministries, departments, and states/union territories.
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