The Department of Administrative Reforms & Public Grievances (DARPG) represented India at the 3rd Biennial Pan
Commonwealth Meeting in London, highlighting the theme of ‘Institutionalization of SMART Government for Improving Service Delivery’. India’s CPGRAMS portal, integrating AI, ML, and data analytics for effective grievance redressal, garnered praise from Commonwealth Member Countries. The Commonwealth Secretariat acknowledged CPGRAMS as a state-of-the-art grievance redressal system, inviting DARPG to present at the conference held from April 22–24, 2024, at Marlborough House, London. With nearly 50 member countries in attendance, the event underscored the importance of AI adoption in governance. Shri V. Srinivas, Secretary of DARPG, showcased India’s CPGRAMS on April 23, 2024, earning global recognition as a best practice from Commonwealth members. Ms. Patricia Scotland KC, Secretary General of the Commonwealth, commended CPGRAMS as a SMART government model with the potential to benefit the remaining 1.2 billion Commonwealth citizens. Notable attendees hailed CPGRAMS as a significant reform for transformational governance. A bilateral meeting between Secretary DARPG Shri V. Srinivas and Secretary General Commonwealth Secretariat Ms. Patricia Scotland KC was held, addressing the sidelines of the conference. Key highlights from DARPG’s presentation included the acknowledgment of technology’s role in citizen-government engagement, substantial improvements in grievance redressal quality and timelines through CPGRAMS reforms, handling over 1.5 lac grievances/month, mapping 1.02 lac grievance officers, and an allocation of Rs. 128 Cr for CPGRAMS ver 8.0 over the next 2 years, aimed at enhancing its technology platform.
