Dr. Jitendra Singh Chairs Year-End Review of Effective redressal of Public Grievances 2024

Dr. Jitendra Singh, Minister of State (Independent Charge) for Science and Technology, Earth Sciences, and Personnel, Public Grievances and Pensions, emphasized the transformative strides made in public grievance redressal under the Department of Administrative Reforms & Public Grievances (DARPG).

The Minister called for the integration of the “Whole of Government” and “Whole of Nation” approaches as envisioned by Prime Minister Narendra Modi, aiming to enhance effective governance outcomes and citizen satisfaction.

Dr. Singh highlighted the advanced capabilities of the Intelligent Grievance Monitoring System (IGMS) 2.0, developed with IIT Kanpur as the knowledge partner. This cutting-edge system incorporates Artificial Intelligence (AI) and Machine Learning (ML) to revolutionize grievance management on the CPGRAMS platform. By enabling predictive analyses and systemic insights, IGMS 2.0 facilitates informed policy interventions, ensuring better outcomes for citizens.

Underscoring the commitment to technology-driven reforms, Dr. Singh announced a government sanction of ₹270 crores for next-generation improvements in the CPGRAMS portal. Recognized as the world’s largest citizen interface platform, CPGRAMS has been equipped with advanced multilingual support, robust tracking, and efficient feedback mechanisms, drastically reducing grievance redressal time.

The Union Minister, Dr. Singh noted a remarkable reduction in grievance redressal time to just 12 days, with citizen satisfaction levels reaching 44% in 2024. Over 28 lakh citizens are now registered on the CPGRAMS platform as of November 2024. Dr. Singh lauded the establishment of the Human Desk in 2022, which has played a pivotal role in ensuring personalized responses and heightened citizen satisfaction.