Dr. Jitendra Singh Highlights Transformative Advances in Public Grievance Redressal During Year-End Review
The Minister reiterated the government’s commitment to improving public service delivery, making it more efficient, robust, and citizen-centric.
- Country:
- India
In a comprehensive year-end review held at the Indian Institute of Public Administration (IIPA), Union Minister Dr Jitendra Singh, Minister of State (Independent Charge) for Science and Technology, Earth Sciences, and Personnel, Public Grievances and Pensions, detailed transformative progress in public grievance redressal initiatives under the Department of Administrative Reforms & Public Grievances (DARPG). Key Highlights from the Review
Technological Innovations and IGMS 2.0
Dr. Singh emphasized the capabilities of the Intelligent Grievance Monitoring System (IGMS) 2.0, developed in collaboration with IIT Kanpur. This AI- and ML-driven system enhances grievance management on the Centralized Public Grievance Redress and Monitoring System (CPGRAMS) platform by providing:
- Predictive analytics to identify recurring issues.
- Systemic insights for informed policy decisions.
The advanced system has significantly reduced grievance redressal time and enhanced citizen satisfaction.
Financial Support for CPGRAMS Upgrades
Dr. Singh announced a sanctioned allocation of ₹270 crores for the next generation of CPGRAMS upgrades. Enhancements include:
- Multilingual support for diverse users.
- Real-time tracking systems for complaints.
- Advanced feedback mechanisms to ensure service quality.
Achievements in Grievance Redressal
- Grievance resolution time has been reduced to an average of 12 days, down from the earlier 45 days.
- Citizen satisfaction on the platform reached 44% in 2024, with 28 lakh registered users as of November 2024.
The Human Desk, established in 2022, ensures personalized responses and has been instrumental in enhancing satisfaction levels.
Stakeholder Engagement and Continuous Improvement
Dr. Singh highlighted the importance of collaboration in achieving these milestones:
- Review Meetings: Since 2022, the Minister has chaired 18 review meetings and conducted monthly evaluations with stakeholders.
- Institutional Best Practices: Collaboration among ministries and departments has institutionalized best practices, fostering a culture of learning and improvement.
Participating Departments
The year-end review was attended by 500 senior officers, including representatives from:
- Central Ministries (e.g., Financial Services, Health, and Railways).
- State Governments.
- Administrative Training Institutes.
Leaders like Shri S.N. Tripathi, DG IIPA, and Shri V. Srinivas, Secretary DARPG, shared insights on upcoming reforms, while Smt. Jaya Dubey, Joint Secretary DARPG, provided an operational overview.
Roadmap for 2025 and Beyond
Dr. Jitendra Singh urged stakeholders to set higher targets for the upcoming year, with an emphasis on:
- Strengthening Citizen Trust: Transparent and accountable grievance redressal systems.
- Integrating Technology: Utilizing AI and ML for further advancements.
- Enhanced Collaboration: Expanding the “Whole of Government” and “Whole of Nation” approaches to achieve governance goals.
The Minister reiterated the government’s commitment to improving public service delivery, making it more efficient, robust, and citizen-centric.
The review concluded with a collective pledge to prioritize citizen satisfaction, adopt innovative solutions, and uphold the principles of transparent governance. The integration of advanced technologies and stakeholder collaboration will remain at the forefront of these efforts, ensuring seamless public service delivery in the years ahead.
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