NEW DELHI: Union Minister of State (Independent Charge) for Science and Technology, Minister of State (Independent Charge) for Earth Sciences, MoS PMO, Department of Atomic Energy, Department of Space, Personnel, Public Grievances and Pensions, Dr. Jitendra Singh highlighted a transformative milestone in public grievance redressal, announcing that the average grievance redressal time has dropped from 30 days to just 13 days and will soon be reduced further.
Addressing the “National Workshop on Effective Redressal of Public Grievances” through a virtual platform, the Minister underscored this achievement as a testament to the government’s commitment to responsive and citizen-centric governance under Prime Minister Narendra Modi’s leadership.
Addressing the gathering, Dr. Jitendra Singh noted that the Centralized Public Grievance Redress and Monitoring System (CPGRAMS), launched in 2007, has undergone ten-step reforms that have revolutionized grievance management. These advancements have led to over 116,000 grievances being registered in October 2024 alone, with pending grievances reduced to 53,897 in central secretariats.
“For 28 consecutive months, central secretariats have resolved over 100,000 grievances each month,” Dr. Jitendra Singh stated, adding that such benchmarks underscore the effectiveness of the system.
The Minister pointed out that a number of citizens provided positive feedback in surveys, showcasing growing trust in the government’s efforts. Ministries like Skill Development, Postal, and Food Distribution emerged as top performers among Group A ministries, while Parliamentary Affairs, Empowerment of Persons with Disabilities, and Land Resources Departments led the way in Group B categories.
Dr. Jitendra Singh also announced the introduction of next-generation technology powered by Artificial Intelligence (AI) and Machine Learning (ML) to further modernize the grievance redressal system. These tools aim to make the process more user-friendly, efficient, and aligned with citizens’ expectations, ultimately enhancing their ease of living.
The Minister emphasized the strategic significance of public grievances as a direct reflection of citizens’ feedback on government services and policies. He reiterated the government’s commitment to leveraging technology-driven solutions to address these issues promptly.
Dr. Jitendra Singh lauded the Department of Administrative Reforms and Public Grievances (DARPG) for consistently setting new benchmarks. Over 51,000 new users joined CPGRAMS in 2024, indicating its growing reach and reliability. These achievements, he added, demonstrate the government’s focus on measurable outcomes and citizen satisfaction.
Concluding his address, the Minister reaffirmed the government’s mission of proactive governance, noting that the evolving grievance redressal system is central to delivering a seamless and inclusive public service experience. “We are committed to not just resolving grievances faster but also ensuring systemic reforms to prevent them from arising in the first place,” he said.
The workshop witnessed participation from senior officials, ministry representatives, and key stakeholders who deliberated on further refining grievance redressal mechanisms for a citizen-friendly governance ecosystem.
