New Delhi: The Department of Administrative Reforms and Public Grievances (DARPG) has presented the country’s Centralised Public Grievance Redress and Monitoring System (CPGRAMS) before the Commonwealth Member countries, which have commended the CPGRAMS as a global best practice.
The CPGRAMS was implemented to ensure transparency and accountability in the grievance redressal process. The system has provisions for data integration and analytics to aid in the development of policies and decision-making.
Secretary General of the Commonwealth Patricia Scotland KC said, “CPGRAMS is a state-of-the-art grievance redressal system and a best practice of SMART government. The Commonwealth’s remaining 1.2 billion citizens can benefit from the adoption of the technology platform in the same way India’s 1.4 billion citizens have benefitted.”
According to the information, the CPGRAMS has been able to redress more than 1.5 lakh grievances per month and currently has a workforce of 1.02 lakh grievance officers.
The intelligent grievance monitoring dashboard and the tree dashboard, developed using AI/ML practices, provide data-driven insights that can be used for evidence-based policy-making and data-driven policy interventions.
The system has enabled the government to save the citizens’ precious time and money by providing them with a speedy and effective grievance redressal.