Union Minister Dr. Jitendra Singh, who oversees the portfolios of Science and Technology, Earth Sciences, and Personnel, Public Grievances, and Pensions, chaired a year-end review at the Indian Institute of Public Administration. The review focused on the transformative advancements in public grievance redressal under the Department of Administrative Reforms & Public Grievances (DARPG).
Integration of Governance Approaches
Dr. Singh advocated for merging the “Whole of Government” and “Whole of Nation” approaches, aligning with Prime Minister Narendra Modi’s vision of enhancing governance and citizen satisfaction.- Technological Advancements in Grievance Redressal
The Intelligent Grievance Monitoring System (IGMS) 2.0, developed in collaboration with IIT Kanpur, was showcased as a game-changer. This AI- and ML-powered system facilitates predictive analyses, enabling systemic changes and policy improvements. - Boost to CPGRAMS Portal
The Minister announced a ₹270 crore sanction to upgrade the CPGRAMS portal with AI-ML capabilities. Recognized globally as the largest citizen interface platform, CPGRAMS has been enhanced with multilingual support, advanced tracking, and robust feedback mechanisms. These upgrades have reduced the grievance redressal time to an average of 12 days in 2024. - Citizen Engagement and Satisfaction
Over 28 lakh citizens were connected to CPGRAMS in 2024, achieving a satisfaction rate of 44%. The Human Desk, established in 2022, has significantly improved personalized responses, further enhancing public trust. - Institutionalized Best Practices
Since April 2022, Dr. Singh has chaired 18 review meetings and conducted five monthly stakeholder reviews to institutionalize best practices. These efforts have strengthened the grievance redressal ecosystem and fostered a culture of continuous learning.
Participation and Collaboration
The review was attended by over 500 senior officers, including representatives from Central Ministries, State Governments, and Administrative Training Institutes. Key contributors included Shri S.N. Tripathi, IAS, Director General of IIPA, and Shri V. Srinivas, Secretary of DARPG, who provided insights into future strategies for improving public service delivery.
Vision for 2025
Dr. Singh urged stakeholders to set higher targets for 2025, emphasizing the need for robust, efficient, and citizen-friendly grievance redressal systems. He highlighted that integrating technology and fostering stakeholder collaboration will be pivotal in achieving seamless governance and enhanced public satisfaction.
The review concluded with a collective commitment to building trust through transparent, accountable, and efficient governance practices.
