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

2. 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

3. 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

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

5. 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

6. 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

7. 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

8. Illustration of CPGRAMS

23. 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.
& 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.

24. CPGRAMS - The numbers

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