CPGRAMS: Addressing Grievances
The Centralized Public Grievance Redress and Monitoring System (CPGRAMS) addressed over 70 lakh grievances between 2022 and 2024, showcasing India’s focus on citizen-centric governance. Developed by the Department of Administrative Reforms and Public Grievances (DARPG), CPGRAMS allows citizens to file and track complaints online. It employs nodal officers and AI-powered tools for efficient resolution, with a target resolution timeline of 21 days. The upcoming NextGen CPGRAMS platform (July 2025) will introduce features like WhatsApp-based grievance filing. Recognised globally, CPGRAMS connects 92 ministries and 36 states, driving transparency, accountability, and improved public service delivery.
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