Minister
of State for Personnel, Public Grievances &
Pensions, Shri V.Narayanasamy, launched Minister’s Office Interface in
Centralised Public Grievance Redress and Monitoring System (CPGRAMS) in
New Delhi today. Department of Administrative Reforms& Public
Grievances (DARPG)
has developed an interface for Minister’s Office in CPGRAMS for lodging
/registering of such grievances and online forwarding thereof to the
concerned Departments in the Ministry of Personnel, Public Grievances
and Pensions for timely redress action. A substantial number of public
grievances are received in the Office of the MOS (PP), manually, or by
post for redress action.
CPGRAMS
has facility to attach the grievance petitions/documents in the
system after scanning. It also facilitates generation of monitoring
reports and SMS alerts to the petitioners and the Nodal Public Grievance
Officer. These grievances would be reflected as Minister Office
Cases in CPGRAMS for resolution on priority basis. The Minister’s
Office interface of CPGRAMS will also be made available to Offices of
the Ministers in other Ministries/Departments for usage shortly.
Features of Operational Desk of MOS(PP) Interface :
a) Registration of grievances received manually/by post.
b) Acknowledgement with unique registration no. Of grievance/complaint
c) Scanned documents can be uploaded.
d) Categorisation of grievances
e) Provision for Age-wise, category-wise and subordinate offices wise pendency
report
Redress
of Public Grievances in a time bound manner is an integral part of Good
Governance. In this regard, a Centralised Public Grievance Redress and
Monitoring System was created (CPGRAMS) by the Department of
Administrative Reforms and Public Grievances. It is a single window
application for online receipt of grievance by any citizen from any
geographical region any time.
It
is functioning in all the Ministries/ Departments /Organisations in
Central Government since June 2007 and has been extended to about 6000
subordinate offices/PSUs and autonomous organisations for usage of the
system.
- Each
Ministry/Department has designated an officer of the level of JS as
Nodal Director of Grievances for redress and monitoring of public
grievances, within a stipulated maximum time limit of two months, as per
the policy guidelines.
- On-line receipt of grievances, their scrutiny and uploading of action taken reports.
- The system sends e-mail alerts to the citizens and the Public Grievance Officers.
- On
lodging of grievance a registration number is communicated to the
complainant to keep track and to view the progressive status/final reply
of the grievance.
- Registration
of grievances received manually/by post after scanning and online
forwarding to the Ministries/Departments of GOI and their subordinate
offices concerned for redress.
- Intimation
of action taken to complainants and uploading of action taken reports,
which can also be viewed by the complainants online.
- The complainants can give their feedback regarding disposal of the grievances, on the system
The details of receipt and disposal of grievances for the last four years are :
Year
|
Total Receipts
|
Total Disposed
|
2012 (Till 14/2/2012)
|
21650
|
25710*
|
2011
|
172487
|
147028
|
2010
|
139196
|
117612
|
2009
|
107936
|
53243
|
(* includes disposal of last year’s grievances)
CEPENGRAM (Centralised Pension Grievance Redress and Monitoring System): Accessible at http://cpengram.nic.in
- The
web based Pension Portal (CPENGRAMS) is a mission mode project of the
Department of Pension and Pensioner’s Welfare primarily aimed at
providing
the pension
/ retirement related information services and grievance handling
mechanism accessible to the needy pensioners to bridge the gap between
the pensioners and the Government.
- The
CPENGRAMS has been integrated with CPGRAMS for effective redress of
pension related grievances and upgraded version of CPENGRAMS was
launched by the Hon’ble MOS (PP) on 11/10/2011.
State Module of CPGRAMS for usage by State Governments/UTs -
- The
DARPG customised State Module of CPGRAMS as per the specific
administrative requirements of State Governments/UTs for effective
redress and monitoring of grievances. It has been jointly launched in
the State Government Departments/District administration of
Haryana, Odisha and Rajasthan.
- The
system will be launched in due course in the States of Mizoram,
Meghalaya, Jharkhand, Assam, and UTs of Pudducherry and A&N Islands.
***via-sa post
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