PG Division is responsible for Policy and Coordination and Monitoring of issues relating to redress of public grievances in general and grievances pertaining to Central Government Agencies in particular. To facilitate Ministries/ Departments/ Organizations, the Department has created a framework for efficient handling of public grievances (CPGRAMS). This system is web based and facilitates citizens to lodge their The Centralized Public Grievance Redress and Monitoring System (CPGRAMS) is now established in 89 Central Ministries / Departments and their subordinate organizations of the Government of India Public grievances The graph above shows over three-fold increase in disposal of cases from 2584 in the year 2006 to 8268 in the year 2008 (till October). This is an indicator showing the ease-of-use to the nodal officers and the CPGRAMS has helped put in place a proper disposal and reporting mechanism. This graph shows nearly four-fold decrease (from 157 days to 44 days) in the average disposal time after implementation of CPGRAMS. The number of cases disposed has increased from 18726 in 2008 to 45316 in 2009.This clearly proves the objective of quicker disposal by inducting CPGRAMS is achieved.

Citizen Charters: PG Division is also facilitates organizations to develop their citizen’s charter and gives guidelines for InGRIEVANCE REDRESS and MONITORING SYSTEMformation and Facilitation Counters (IFCs). The Department has also developed the Sevottam model which helps organizations to assess and improve the quality of public service delivery to citizens. The Department has taken following steps to facilitate implementations of the ‘Sevottam’ and Citizens’ Charter initiative by the Central Ministries/ Departments and State Governments. During the year 2008-09 the DARPG with the support of Indian Institute of Public Administration has reviewed 50 Charters of Central Government Ministries / Departments and Organizations. These have been sent to the Ministries / Departments concerned for publication and uploading on their website.



The Citizens’ Charter is one of the 3 modules of the Sevottam model for bringing excellence in service delivery through continuous improvement. DARPG is providing support to 10 organizations for implementation of Sevottam. Under this model the Citizens’ Charter are being reviewed in consultation with the stakeholders and linked to the service delivery process of the Ministry/ Department. The Department of Posts is the first Department to have adopted this model and Gol Dakkhana has been certified under ISO 15700:2005 certification. Under this initiative, the Central Board of Direct Taxes has included all its service delivery standards stated in the Citizen’s Charter as a part of its new monitoring system for service delivery. They have also pilot tested their single window service delivery unit, called Ayakar Seva Kendra (ASK) or Tax Payers’ Service Centres (TPSC) in Pune, Udaipur and Kochi. Through these centres all the Citizen’s Charter standards of service delivery as given in its Citizen’s Charter are being converted in to action.

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