New Delhi, March 24: Government’s Grievance redressal rate has crossed one lakh cases per month and this is for the first time since the inception of Centralised Public Grievance Redress and Monitoring System (CPGRAMS) under the Department of Administrative Reforms and Public Grievances in the Union Ministry of Personnel.
Disclosing this on Friday, Dr Jitendra Singh said that when Narendra Modi took over as the Prime Minister in 2014, the number of grievances filed per year from across the country was hardly 2 lakhs which has now crossed 20 lakhs per year and the grievance redressal rate gone up to more than 1 lakh per month.
He said this was possible because under the constant supervision of Prime Minister Narendra Modi, the Ministry of personnel was able to set up a vibrant grievance redressal mechanism, wherein timelines were fixed and written disposal of the grievances/ complaints was promptly done and also followed up with a telephone call by one of the functionaries to the concerned complainant.
Elaborating before the media, Dr Jitendra Singh said that the government has taken several initiatives to improve quality of grievance redressal and reduce timelines of disposal.
In 2022, the Government implemented the 10-step reforms of CPGRAMS, the Centralised Public Grievance Redress and Monitoring System.
The Minister further added that the average disposal time of Central Ministries/Departments has decreased from 32 days in 2021 to 27 days in 2022 to 19 days in January 2023.
The 2022 Feedback Call Centre report indicated 2,51,495 successful calls, of which 57,486 had excellent and very good feedback and 73,817 calls where citizens expressed satisfaction. In case of poor rating the option of appeal to higher officers is provided to the citizen.
