DARPG Hosts 5th National Workshop on Sevottam and Effective Redressal
In a significant move towards enhancing public grievance redressal, the Department of Administrative Reforms and Public Grievances (DARPG) hosted the 5th National Workshop on “Sevottam and Effective Redressal of Public Grievances” on April 25, 2025, at the Institute of Management in Government (IMG) in Kerala. The event aimed to align with the Prime Minister’s vision for transparent governance through effective grievance resolution. Key figures from various government sectors participated, sharing insights and strategies to improve citizen satisfaction and service delivery.
Keynote Address and Workshop Overview
The workshop commenced with notable attendees, including Shri K. Jayakumar, Director of IMG, and Shri V. Srinivas, Secretary of DARPG. Shri V. Srinivas delivered the keynote address, highlighting essential reforms in grievance redressal mechanisms. He emphasized the introduction of multilingual support through the Bhashini initiative and advanced features in the Centralized Public Grievance Redress and Monitoring System (CPGRAMS). These enhancements aim to make the grievance filing process more intuitive and accessible for citizens. The workshop featured 18 speakers from various sectors, including representatives from the Government of Kerala, the Government of India, non-profit organizations, and technological firms, all contributing to a rich dialogue on improving public service.
Sessions and Discussions on Best Practices
The workshop was structured into five sessions, each focusing on practical presentations about best practices in public grievance redressal. Participants discussed the role of technology and non-profit organizations in enhancing grievance resolution. The Administrative Staff College of India (ASCII) served as a knowledge partner, proposing model capacity-building modules for Administrative Training Institutes (ATIs). Professor Nirmalaya Bagchi from ASCII led discussions on draft Sevottam rules, inviting feedback from state governments. Shri Chakravarthy T. Kannan, Secretary General of the Quality Council of India, shared insights on the evolving categorization framework in CPGRAMS, which aims to simplify the grievance filing process. The Centre for Good Governance in Hyderabad also presented a draft model for ranking state governments based on their grievance redressal effectiveness.
Sevottam Scheme and Training Initiatives
Under the Sevottam Scheme, DARPG provides financial assistance to State ATIs and CTIs for establishing Sevottam Training Cells. Over the last three financial years, a total of 756 training courses have been conducted, benefiting 24,942 officers from various state governments. The workshop followed two previous national workshops on “Effective Redressal of Public Grievances” held in New Delhi and Bhopal, which also focused on collaboration among central ministries, state governments, and ATIs. This latest workshop served as a crucial platform for knowledge exchange, enabling stakeholders to discuss innovative strategies and key reforms in grievance redressal.
Future Directions and Collaborative Efforts
The National Workshop underscored the importance of collaboration among diverse stakeholders in the realm of public grievance redressal. With a focus on policy reforms, best practices, and innovative solutions, the discussions aimed to enhance service delivery and boost citizen satisfaction. The engagement of various government officials, including Smt. Anu Kumari, District Collector of Trivandrum, and Smt. Veena Madhavan, Special Secretary for Administrative Reforms, highlighted the commitment to improving grievance redressal mechanisms. As the government continues to refine its approach, the insights gained from this workshop are expected to play a pivotal role in shaping future initiatives aimed at fostering transparent and accountable governance.
Observer Voice is the one stop site for National, International news, Sports, Editor’s Choice, Art/culture contents, Quotes and much more. We also cover historical contents. Historical contents includes World History, Indian History, and what happened today. The website also covers Entertainment across the India and World.
Follow Us on Twitter, Instagram, Facebook, & LinkedIn
