The Commonwealth Secretariat has acknowledged India’s Centralised Public Grievance Redress and Monitoring System (CPGRAMS) as a leading best practice during the recent Commonwealth Secretaries of Public Service/Secretaries to Cabinet meeting held from April 22 to April 24, 2024, at Marlborough House, London. The outcome statement of the Third Biennial Pan-Commonwealth Heads of Public Service Meeting, issued on April 24, 2024, highlighted CPGRAMS along with other notable governance models from across the Commonwealth.
Shri V. Srinivas, Secretary of the Department of Administrative Reforms and Public Grievances (DARPG), presented CPGRAMS during the event, garnering commendation from Commonwealth Member countries as a global best practice. Commonwealth Secretary-General, Ms. Patricia Scotland KC, praised CPGRAMS as a state-of-the-art grievance redressal system and a model of SMART government, emphasizing its potential to benefit the Commonwealth’s 1.2 billion citizens, mirroring the successes seen with India’s 1.4 billion citizens.
The meeting’s theme centered on the “Institutionalisation of SMART Government to enhance public service delivery,” with a focus on integrating AI into governance practices. Participants included Commonwealth Heads of Public Service, Secretaries to Cabinet, Senior Public Officials, industry leaders, and scholars.
Key objectives of the meeting included sharing knowledge, experiences, and ideas on leveraging technology for improved e-service delivery and aligning with the 2030 Agenda for Sustainable Development. Notable advancements in digital government were observed, emphasizing secure, inclusive, and data-driven technologies for enhanced public service delivery and digital empowerment of citizens and institutions.
Member countries endorsed actions to foster collaboration and capacity development in SMART government initiatives, including the establishment of a Smart Governance Working Group and continued support for technical assistance and knowledge sharing.
The meeting concluded with appreciation for the leadership of Ms. Patricia Scotland KC and the efforts of the Commonwealth Secretariat in organizing a productive gathering, with thanks extended to all participants for their contributions.
