Transcript Centralized Public Grievance Redress and Monitoring System

Centralized Public Grievance
Redress and Monitoring System
A Presentation
The Nodal Departments
 Department of Administrative Reforms &
Public Grievances (DARPG)
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Policy, coordination and monitoring of issues relating to
 redress of public grievances in general
 grievances pertaining to Central Government agencies
 Directorate of Public Grievances, Cabinet
Secretariat (DPG)
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set up in 1998
acts as an appellate body
investigates selected grievances
in 20 notified departments having large public interface.
17 July 2015
Presentation before Secretary
(AR&PG)
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Grievance Redress Machinery
 Ministry/Departments of Central Govt
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A designated Director of Public Grievance - rank of joint
secretary
 Subordinate Organistions
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PSU, Boards, zonal offices, field offices and attached offices
have their own elaborate grievance redress machinery
 State Government
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has a designated nodal officer for Public Grievances
communicates with Central Government in the matter of
grievances
17 July 2015
Presentation before Secretary
(AR&PG)
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Scenario before introduction of CPGRAMS
Internet
Post or In Person
DARPG & DPG
Electronic Transmission
Forwarded Manual
Ministries / Departments
Transmission
Grievance
Database
Citizen can view
the status
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Grievance
Database
Manual Transmission of Action
Report
Possibility of delay
Presentation before Secretary
(AR&PG)
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Limitations of the old PGRAMS
 Citizen unable to view the status of
grievance
 Delay in forwarding grievances
 No Centralized databank / monitoring
 Ineffective monitoring system at the
Ministry/Department level
 Grievances not accessible by the
subordinate offices through the system
 Reports of disposal received manually
17 July 2015
Presentation before Secretary
(AR&PG)
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Launch of Centralized Public Grievance
Redress and Monitoring System
(CPGRAMS)
 Initial implementation - June 2007; established
- 2008
 PG portal accessible at www.pgportal.gov.in
 Covers all Ministries/Departments of GOI
 Web based, therefore Ministries/Departments
do not require separate server
 Also covers subordinate and attached offices
within the Ministries and further field offices
 Reduction/elimination of correspondence time
 Allows integration of manual complaints with
electronic complaints by scanning
17 July 2015
Presentation before Secretary
(AR&PG)
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Scenario after introduction of CPGRAMS
Citizen can
lodge grievance
& view status
Post or In
Person
DARPG/DPG
17 July 2015
Internet
Ministries /
Departments
Centralized
PGRAMS
Receipt of
Grievances &
Transmission of
action taken reports
Transmission
Other Subordinate /
of Grievances & receipt
Attached Offices
of Action Reports
Presentation before Secretary
(AR&PG)
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Main Features
Monitoring Desk
 Allows effective monitoring by Director of
Public Grievances in Ministries/Departments
and DARPG
 Allows monitoring by organisational heads
Operational Desk
 Online transmission from headquarters to zonal
offices and further to field units to allow
decentralized settlement of grievances
 Grievances can be accessed by subordinate
offices
 Report as well as reply to the citizen can be
filed online
17 July 2015
Presentation before Secretary
(AR&PG)
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Steps taken by DARPG
 Monitoring of pending grievances with
Ministries/Departments
 Quarterly by Secretary
 Monthly by Joint. Secretary
 Training for effective implementation of
system
 headquarters PG officers & NIC staff of 89 Ministries/
Departments trained
 Department having large public interface trained at
headquarter and subordinate officer level too
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Presentation before Secretary
(AR&PG)
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Training
 Subordinate office level training
Railways
Banks and Banking ombudsman
Insurance sector
Telecommunication (BSNL&MTNL),
Passport Division
Ministry of Overseas Affairs
Oil Companies in Ministry of Petroleum & Natural Gas
Govt of NCT of Delhi & its various organisations like
MCD,NDMC, DTC, BSES/NDPL
 CBEC & CBDT
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 Identification of organizations not responsive
to citizens are trained
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Presentation before Secretary
(AR&PG)
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Top 10 user Ministries/Departments
Organisation
Subordinate Offices
Central Board of Excise and Customs (D/o Revenue)
66
Department of Financial Services, Banking Division
50
Central Board of Direct Taxes (Income Tax) (D/o Revenue)
50
Ministry of Railways, ( Railway Board)
49
Department of Commerce
46
Department of Telecommunications
45
Ministry of Defence
43
Municipal Corporation of Delhi
41
DEPARTMENT OF ATOMIC ENERGY
40
Ministry of Culture
40
Ministry of External Affairs
38
17 July 2015
Presentation before Secretary
(AR&PG)
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Year wise receipt of Grievances
Receipt of Grievance Applications
98095
100000
90000
80000
70000
49280
60000
50000
40000
30000
20000
12635
13353
10000
0
Year-2006
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Year-2007
Year-2008
Presentation before Secretary
(AR&PG)
Year-2009
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Year wise disposal
Cases Disposed (Year-wise)
60000
53035
50000
40000
30000
20000
18726
10000
4805
0
1287
Year-2005
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2584
Year-2006
Year-2007
Presentation before Secretary
(AR&PG)
Year-2008
Year-2009
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Rate of Disposal
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Presentation before Secretary
(AR&PG)
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Benefits to the Citizens
 Postal grievances lodged on the system on
behalf of the citizen by DARPG, immediate
acknowledgement given
 Convenient online lodging and monitoring of
grievances
 Facility to view status and details of nodal
officers handling grievances
 Facility to issue reminders
 Speedy redress of grievances
 Policy guidelines and grievance redress
mechanism available on portal
 Final action taken is informed to the citizen
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Presentation before Secretary
(AR&PG)
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Way Forward
 Providing local language interface
 Pilot projects in Haryana & Rajasthan -customise
the software for State governments/UTs
 Facility to citizen to reach out subordinate
organisations directly
 Enhancing operational training to improve usage
of software
 Further advising organisations to improve their
public grievance redress systems & make
systemic improvements
 Periodical monitoring & review of pending
grievances to ensure timely redress
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Presentation before Secretary
(AR&PG)
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Thank you
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(AR&PG)
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www. pgportal. gov. in
Grievance Registration Form
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Presentation before Secretary
(AR&PG)
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Monitoring Desk
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Presentation before Secretary
(AR&PG)
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Operational Desk
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(AR&PG)
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