Monthly Report on Public Grievances in India
The Department of Administrative Reforms and Public Grievances (DARPG) has released its monthly report for December 2024, detailing the performance of the Centralized Public Grievance Redress and Monitoring System (CPGRAMS). This report marks the 30th publication concerning the Central Ministries and Departments. It provides valuable insights into the types and categories of public grievances, as well as the efficiency of their resolution. The findings reflect the ongoing efforts of the government to enhance public service delivery and address citizen concerns effectively.
Overview of Grievance Redressal in December 2024
In December 2024, the CPGRAMS recorded a total of 117,061 public grievances. Out of these, 113,131 grievances were successfully redressed, indicating a commendable resolution rate. However, there remains a backlog of 58,138 grievances as of the end of the month. The average time taken to resolve grievances across Central Ministries and Departments stood at 13 days, showcasing a significant improvement in the efficiency of the grievance redressal process.
The report also highlights the registration of new users on the CPGRAMS portal. In December alone, 56,490 new users registered, with Uttar Pradesh leading the way with 8,476 registrations. This increase in user engagement suggests that more citizens are becoming aware of the platform and are utilizing it to voice their concerns. The integration of CPGRAMS with Common Service Centres (CSCs) has further facilitated this process, allowing citizens to register grievances at over 500,000 CSCs across the country.
Insights from the Feedback Call Centre
The Feedback Call Centre collected 47,238 responses from citizens regarding their satisfaction with grievance resolutions in December 2024. Notably, 61% of respondents expressed satisfaction with the resolutions provided by the top 10 Central Ministries and Departments. This feedback is crucial as it helps the government understand public sentiment and identify areas for improvement.
The report emphasizes the importance of citizen feedback in enhancing the grievance redressal process. By actively seeking input from the public, the government can better tailor its services to meet the needs of its citizens. The positive feedback indicates that many citizens feel their grievances are being addressed effectively, which is a promising sign for future governance.
Department-Wise Analysis of Grievances
The report provides a detailed analysis of grievances registered through various departments and ministries. The Department of Telecommunications, Department of Posts, and NITI Aayog emerged as top performers in the Grievance Redressal Assessment and Index (GRAI) for December 2024. These departments handled a significant number of grievances efficiently, reflecting their commitment to public service.
In contrast, the report also highlights areas where improvements are needed. For instance, the Central Secretariat reported a backlog of 24,071 appeals at the end of December 2024. This indicates that while some departments are excelling, others face challenges in managing their grievance redressal processes. The report serves as a tool for accountability, urging departments to enhance their performance and reduce pendency.
Success Stories of Grievance Resolution
The December report features three notable success stories that exemplify the effectiveness of the CPGRAMS in resolving public grievances. One such case involved Shri Aijaz Ahmad Zende from Karnataka, who faced delays in the police verification process for his daughter’s passport application. After lodging a grievance on the CPGRAMS portal, the authorities acted swiftly, resolving the issue within nine days.
Another case involved Ms. Rizwana, who encountered a discrepancy while transferring her Provident Fund account. After filing a grievance, the authorities promptly settled her claim, transferring ₹1,04,588 within 12 days. Lastly, Shri Bharat Singh raised a grievance regarding a delayed refund for a railway booking. The authorities apologized for the inconvenience and initiated a full refund within a short period.
These success stories highlight the effectiveness of the CPGRAMS in addressing citizen concerns and ensuring timely resolutions. They serve as a testament to the government’s commitment to improving public service delivery and enhancing citizen satisfaction.
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