Centralized Public Grievance Redress And Monitoring System Presentation on Centralized Public Grievance Redress And Monitoring System (CPGRAMS)

Not received the Income Tax refund for a year Sent mails and updated the details Lodged the grievance in Public Grievances Portal Got the refund

CPGRAMS:The Objectives The objectives of CPGRAMS are to facilitate the following Online Registration of grievances by citizens Online forwarding by the nodal Public Grievance Officers Efficient & Speedy redress of public grievances

The network of the stake holders Apex / Nodal Organization Ministries/ Departments Citizens Citizen President’s Secretariat PMO DARPG DPG

CPGRAMS : The interfaces The Public Grievance Redress portal has the following interfaces for Citizen to lodge/monitor grievances DARPG(the nodal Agency) / Apex Organizations to Monitor the redress action of the public grievances Ministries & Departments to manage the Grievances and send ATRs through CPGRAMS

Grievance Flow Grievances from Citizen Receipt of Grievances by Nodal Agencies/ Apex Organizations Assessment of Grievances by Public Grievance Officer to Take them up with Ministry/Department concerned Action Report Concerned Ministry/Department receives the grievance and the Director of Public Grievances makes Assessment Action Report Does it pertain to Ministry/ Department itself ? Case Taken up within office for redress Case forwarded to Sub.Orgn/Attached office No Yes Action Report Case can further be forwarded to field units, if necessary

The stakeholders of the Grievance Redress Mechanism Citizen Nodal / Apex Organizations Lodge Grievance & View Status Ministries / Departments Ministries/Departments President’s Secretariat PMO DARPG DPG Centralized PGRAMS Transmission of Grievances to next-level offices, Monitoring of Grievance disposal Receipt of Grievances Transmission of action taken reports & Monitoring

Illustration of CPGRAMS

Highlights of CPGRAMS… Online Receipt of grievances forwarded by Nodal agencies Online receipt of grievances by Ministry/Department lodged through Internet by citizens. Lodging of grievances in the system received locally in respective offices of Ministry/Department/ Organization. Online Forwarding of grievances to subordinate organizations. Various Monitoring reports at all levels. E-mail & SMS alert to the citizens as soon as a complaint is lodged. SMS Alerts to citizens and nodal officers at different stages Attachment of documents while lodging the grievance Attachment of ATR while sending the ATR to the higher authority. Citizen can view the status at any point of time.

CPGRAMS - The numbers

Department of Administrative Reforms & Public Grievances Thank You And Department of Administrative Reforms & Public Grievances