CPGRAMS (Syllabus: GS Paper 2 - Governance)

Context:  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.
• 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.

Centralised Public Grievance Redress and Monitoring System (CPGRAMS)

• It is an online platform available to the citizens 24x7 to lodge their grievances to the public authorities on any subject related to service delivery. 
• It is a single portal connected to all the Ministries/Departments of Government of India and States. 
• Every Ministry and States have role-based access to this system. 
• It is also accessible to the citizens through standalone mobile applications downloadable through Google Play store and mobile applications integrated with UMANG.

• Tracking of status :

• The status of the grievance filed in CPGRAMS can be tracked with the unique registration ID provided at the time of registration of the complainant. 
• CPGRAMS also provides an appeal facility to the citizens if they are not satisfied with the resolution by the Grievance Officer.