The Department of Administrative Reforms and Public Grievances (DARPG) released the Centralized Public Grievance Redressal and Monitoring System (CPGRAMS) 12th monthly report for States for July, 2023. The said report provides a detailed analysis of types and categories of public grievances and the nature of disposal.
A total of 69,523 Grievances were redressed by States and Union Territories in July, 2023. The pendency of grievances of States/UTs received on CPGRAMS portal has reduced to 1,79,077 grievances across the States/UTs Governments.
From May, 2023, onwards, DARPG has initiated the process of rankings States/UTs on the basis of their performance on CPGRAMS portal. Presently, DARPG ranks States/UTs across 4 categories, i.e. North Eastern States, Union Territories, with two other categories for States being bifurcated based on the number of receipt of grievances. This ranking is part of the endeavour of Government of India to assist the States/UTs to review and streamline their Grievance Redressal System and have a comparative assessment with other States/UTs. The Grievance Redressal Index includes 2 dimensions and 4 indicators.
The rankings are based on the performance of States/UTs across the two dimensions (quality and timely disposal of grievances) for the period of 01.01.2023 to 31.07.2023. The top 3 performers among States/UTs across 4 categories are as shown below:
|
S. No. |
Group |
States/UTs |
Rank 1 |
Rank 2 |
Rank 3 |
|
1 |
Group A |
North-Eastern States |
Sikkim |
Assam |
Arunachal Pradesh |
|
2 |
Group B |
Union Territories |
Lakshadweep |
Andaman & Nicobar |
Ladakh |
|
3 |
Group C |
States with grievances >= 20000 |
Uttar Pradesh |
Jharkhand |
Rajasthan |
|
4 |
Group D |
States with grievances < 20000 |
Telangana |
Chhattisgarh |
Kerala |
DARPG has integrated the AI based language tool, Bhashini with the CPGRAMS portal. This integration would facilitate the Grievance Redressal Officers (GROs) to translate the regional language grievance texts into English and the complainants will have the option to view the final reply in both English and the translated native language, ensuring better understanding and communication between the citizen and the concerned authorities.
The report mentions that in July, 2023, the BSNL Call Centre collected feedback from 1,00,186 citizens, which is the highest number of feedbacks collected since its inception in July, 2022. Out of these, approximately 35% citizens gave outstanding / very good rating with the resolution provided to their respective grievances.
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