Public Grievance Redressal: November 2024 Insights
The Department of Administrative Reforms and Public Grievances (DARPG) has released its 28th monthly report on the Centralized Public Grievance Redress and Monitoring System (CPGRAMS) for November 2024. This report offers a comprehensive analysis of public grievances across various states and Union Territories (UTs) in India. It highlights the types of grievances received, the resolution rates, and the overall performance of the grievance redressal system.
Overview of Grievance Redressal in November 2024
In November 2024, a total of 56,650 grievances were successfully resolved by state and UT authorities. However, the backlog of unresolved grievances on the CPGRAMS portal remains significant, with 192,012 grievances pending as of November 30, 2024. This figure indicates a slight decrease from the previous month, where the number of pending grievances stood at 194,986. The report also notes that 53,640 new grievances were registered during November, suggesting a steady flow of public concerns that require attention.
The report provides insights into the performance of different states and UTs in handling grievances. Uttar Pradesh emerged as the state with the highest number of grievances, receiving 20,250 complaints in November alone. In contrast, Gujarat managed to resolve 4,494 grievances, showcasing effective grievance management. The report emphasizes the importance of timely resolutions, as delays can lead to increased public dissatisfaction.
User Engagement and Feedback Collection
The CPGRAMS portal saw a surge in user registrations, with 39,999 new users signing up in November 2024. Uttar Pradesh led the way with 6,189 registrations, indicating a growing awareness and utilization of the grievance redressal system among citizens. This increase in user engagement is crucial for enhancing the effectiveness of the system, as more citizens become aware of their rights and the avenues available for addressing their grievances.
Feedback collection is another vital aspect of the CPGRAMS initiative. In November, the Feedback Call Centre gathered 55,206 responses from citizens regarding their satisfaction with grievance resolutions. Approximately 44% of respondents expressed satisfaction with the outcomes of their complaints. However, the satisfaction rate varied across states and UTs, with only 35% of feedback collected from these regions indicating satisfaction. This disparity highlights the need for continuous improvement in grievance handling processes to ensure that citizens feel heard and valued.
State-wise Analysis of Grievances
The report provides a detailed state-wise analysis of grievances registered through Common Service Centres (CSCs) in November 2024. CPGRAMS has been integrated with the CSC portal, which is accessible at over 500,000 locations across India. This integration allows citizens to file grievances conveniently, with the assistance of Village Level Entrepreneurs (VLEs). In November, a total of 6,537 grievances were registered through CSCs, with Uttar Pradesh again leading with 1,469 grievances, followed closely by Odisha with 1,444 grievances.
The report also identifies the major categories of grievances filed through CSCs. Understanding these categories can help state governments address systemic issues more effectively. By analyzing the data, authorities can prioritize areas that require immediate attention and allocate resources accordingly. This proactive approach can lead to better governance and improved public trust in the grievance redressal system.
Success Stories in Grievance Resolution
The report highlights three notable success stories that demonstrate the effectiveness of the grievance redressal system. One such case involved Shri Anurag Kumar Pandey, who faced issues receiving benefits under the Janani Suraksha Yojana. After raising his grievance on the CPGRAMS portal, the Madhya Pradesh government confirmed the payment had been made and provided him with transaction details, leading to his satisfaction.
Another case involved Shri Manoj Kumar Awasthi, who reported an unresolved billing issue with the Delhi Jal Board. After he lodged a complaint, the authorities updated the billing records, resolving his issue promptly. Lastly, Ms. Runali Ravindra Bhore faced a problem with a maintenance payment not reflecting in her account. After raising her grievance, the concerned department confirmed that the payment had been updated successfully.
These success stories illustrate the potential of the CPGRAMS initiative to resolve public grievances effectively. They also serve as a reminder of the importance of citizen engagement in the grievance redressal process. By sharing their experiences, citizens can encourage others to utilize the system, fostering a culture of accountability and responsiveness within government agencies.
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