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Public Grievances Redress Guidelines
One of the biggest concerns facing the Government of India is how to make the public service delivery system more citizen-centric. An essential pre-requisite for this is to have a robust public grievance redress and monitoring mechanism, particularly in Government agencies that have a large public interface. In the Government of India, this requirement has been strengthened since June 2007, when a new software called the Centralized Public Grievance Redress and Monitoring System (CPGRAMS) was made operational in all the Ministries / Departments.
A large quantum of Central Government activities involves statutory functions such as the issuance of passports, collection of taxes, railway services, and so on, that are grievances prone by nature as they have a very large public interface. Other Ministries / Departments involved with the development of the social sector including education, health, minorities welfare, tribal affairs, women and child development etc., have indirect public accountability as they function through the State Governments / Union Territory Administrations and the Panchayati Raj Institutions. The public grievances in such Central Ministries need to be settled through the State / Union Territories.
The Centralized PGRAMS utilizes the Internet-based Information and Communication Technology to enable all Central Ministries /Departments to handle multifarious and multi-level grievance related data, as well as, to collate it for improved service delivery in the handling of grievances.
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