Centralized Public Grievance Redress and Monitoring System

1. Centralized Public Grievance Redress and Monitoring System A Presentation

2. The Nodal Departments • Department of Administrative Reforms & Public Grievances (DARPG) • 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) • set up in 1998 • acts as an appellate body • investigates selected grievances • in 20 notified departments having large public interface. Presentation before Secretary (AR&PG)

3. Grievance Redress Machinery • Ministry/Departments of Central Govt • A designated Director of Public Grievance - rank of joint secretary • Subordinate Organistions • PSU, Boards, zonal offices, field offices and attached offices have their own elaborate grievance redress machinery • State Government • has a designated nodal officer for Public Grievances • communicates with Central Government in the matter of grievances Presentation before Secretary (AR&PG)

4. Internet Post or In Person Electronic Transmission Ministries / Departments DARPG & DPG Manual Transmission Forwarded Grievance Database Grievance Database Manual Transmission of Action Report Citizen can view the status Possibility of delay Scenario before introduction of CPGRAMS Presentation before Secretary (AR&PG)

5. 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 Presentation before Secretary (AR&PG)

6. 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 Presentation before Secretary (AR&PG)

7. Citizen can lodge grievance & view status Internet Post or In Person Ministries / Departments Centralized PGRAMS Receipt of Grievances & Transmission of action taken reports DARPG/DPG Other Subordinate / Attached Offices Transmission of Grievances & receipt of Action Reports Scenario after introduction of CPGRAMS Presentation before Secretary (AR&PG)

8. 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 Presentation before Secretary (AR&PG)

9. 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 Presentation before Secretary (AR&PG)

10. 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 • Identification of organizations not responsive to citizens are trained Presentation before Secretary (AR&PG)

11. Top 10 user Ministries/Departments Presentation before Secretary (AR&PG)

12. Year wise receipt of Grievances Presentation before Secretary (AR&PG)

13. Year wise disposal Presentation before Secretary (AR&PG)

14. Rate of Disposal Presentation before Secretary (AR&PG)

15. 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 Presentation before Secretary (AR&PG)

16. 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 Presentation before Secretary (AR&PG)

17. Thank you Presentation before Secretary (AR&PG)

18. www. pgportal. gov. in

19. Grievance Registration Form Presentation before Secretary (AR&PG)

20. Monitoring Desk Presentation before Secretary (AR&PG)

21. Operational Desk Presentation before Secretary (AR&PG)