Public Grievances Redress Guidelines - Summary
One of the biggest concerns facing the Government of India is how to enhance citizen-centric public service delivery. An essential pre-requisite for achieving this goal is a strong public grievance redress system. This system is especially important in Government agencies that interact with a vast number of people. Since June 2007, the Government of India has strengthened this mechanism through the implementation of the Centralized Public Grievance Redress and Monitoring System (CPGRAMS) across all Ministries and Departments.
Importance of Public Grievance Redress
A significant part of Central Government activities involves statutory functions, such as issuing passports, collecting taxes, and providing railway services. These services are often prone to grievances due to their extensive public interaction. Moreover, other Ministries and Departments that focus on social development, including education, health, minorities welfare, tribal affairs, and women and child development, hold indirect public accountability. They work alongside State Governments, Union Territory Administrations, and Panchayati Raj Institutions to manage grievances effectively within their jurisdictions.
How CPGRAMS Works
The Centralized PGRAMS uses Internet-based Information and Communication Technology to empower all Central Ministries and Departments. This system allows them to manage various levels of grievance-related data, ensuring better service delivery. With CPGRAMS, the Government can collate information about grievances, which in turn helps in addressing these issues more efficiently.
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