Context

The Commonwealth Secretariat has recognized Centralised Public Grievance Redress and Monitoring System (CPGRAMS) of India as a best practice in Commonwealth Secretaries of Public Service meeting held at Marlborough House, London. 

Commonwealth Secretariat Recognises India’s Public Redress System as Global best practice

• Theme: The Institutionalisation of SMART Government to enhance public service delivery with focus on adopting AI in governance.
• The forum brought together Commonwealth Heads of Public Service, Secretaries to Cabinet, Senior Public Officials, industry champions, and eminent scholars.
• Objective: It is to share contemporary knowledge, ideas and experiences on how to leverage technology to support provision of e-services for optimal service delivery and to achieve the 2030 Agenda for Sustainable Development across the Commonwealth
• Outcome Statement: At the Third Biennial Pan-Commonwealth Heads of Public Service Meeting, the commonwealth Secretariat Shared with member countries certain future-ready governance best practices from across the Commonwealth, these are,
  • The  Centralised Public Grievance Redress and Monitoring System (CPGRAMS) of India
  • The Civil Registration and Vital Statistics System (CVRS)
  • Identity management systems of Namibia
  • Human Resource Management and E-Citizen models of Kenya

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• Actions taken: 
  • A stocktaking exercise: To conduct a stock taking exercise on the status of smart governance within the Commonwealth countries and to identify both the success stories as well as the gaps/demand for digital services.
  • A Road Map: To facilitate implementation of agreed actions at country level including  the establishment of a Smart Governance Working Group at the Commonwealth Secretariat
  • Sharing technology and best practise: To share the work being conducted by the Commonwealth AI Consortium amongst members also the future-ready governance best practices, such as the Centralised Public Grievance Redress and Monitoring System (CPGRAMS) of India etc with member countries.
  • Assistance: To Continue the provision of technical assistance to support implementation of GAPP principles, including capacity building in government performance management.

About Centralised Public Grievance Redress and Monitoring System (CPGRAMS)

• It  is an online platform available to the citizens 24×7 to lodge their grievances to the public authorities on any subject related to service delivery. 
• Implementation Agency: Department of Administrative Reforms and Public Grievance, Ministry of personnel. Public grievance and Pension.
• Single window: It is a single portal connected to all the Ministries/Departments of Government of India and States.
• Accessibility:  Every Ministry and States have role-based access to this system and is accessible to the citizens through standalone mobile application downloadable through Google Play store and mobile application integrated with UMANG.
• Features: 
  • Tracking: The grievance status  can be tracked with an unique registration ID provided at the time of registration of the complainant. 
  • Feedback and appeal: After closure of grievance if the complainant is not satisfied with the resolution, he/she can provide feedback. If the rating is ‘Poor’ the option to file an appeal is enabled.
    • The status of the Appeal can also be tracked by the petitioner with the grievance registration number.
• Exempted Issues:
• • RTI Matters
  • Court related / Subjudice matters
  • Religious matters
  • Grievances of Government employees concerning their service matters including disciplinary proceedings etc. unless the aggrieved employee has already exhausted the prescribed channels.