http://pgportal.gov.in email: cpgrams-darpg@nic.in presentation on centralized public grievance...

http://pgportal.gov.in Email: cpgrams-darpg@nic.in

Presentation on

Centralized Public Grievance Redress And Monitoring System(CPGRAMS)

http://pgportal.gov.in Email: cpgrams-darpg@nic.in

Got the

refund

Not received the Income Tax refund for a year

Sent mails and updated the details

Lodged the grievance in

Public Grievances

Portal

http://pgportal.gov.in Email: cpgrams-darpg@nic.in

CPGRAMS:The Objectives

The objectives of CPGRAMS are to facilitate the following Online Registration of grievances by citizensOnline forwarding by the nodal Public Grievance

Officers

Efficient & Speedy redress of public grievances

Citizens

Apex / Nodal Organization

Ministries/ Departments

The network of the stake holders

Citizen

•President’s Secretariat

•PMO

•DARPG

•DPG

http://pgportal.gov.in Email: cpgrams-darpg@nic.in

CPGRAMS : The interfaces

• The Public Grievance Redress portal has the following interfaces for

– Citizen to lodge/monitor grievances– DARPG(the nodal Agency) / Apex

Organizations to Monitor the redress action of the public grievances

– Ministries & Departments to manage the Grievances and send ATRs through CPGRAMS

Grievances from Citizen

Concerned Ministry/Department receives the grievance and the Director of Public Grievances

makes Assessment

Receipt of Grievances by Nodal Agencies/

Apex Organizations

Assessment of Grievances by Public Grievance Officer to Take them up with Ministry/Department concerned

Does it pertain to Ministry/

Department itself ?

Case can further be forwarded to field units, if

necessary

Case forwarded to

Sub.Orgn/Attached office

Case Taken up within office for redress

Actio

n

Rep

ort

Actio

n Rep

ort

YesNo

Action Report

Grievance Flow

The stakeholders of the Grievance Redress Mechanism

Nodal / Apex

Organizations

Centralized PGRAMS Receipt of Grievances

Transmission of action taken reports & Monitoring

Transmission of Grievances to next-level offices, Monitoring ofGrievance disposal

Citizen

Lodge Grievance & View Status

•President’s Secretariat

•PMO

•DARPG

•DPG

http://pgportal.gov.in Email: cpgrams-darpg@nic.in

Illustration of CPGRAMS

http://pgportal.gov.in Email: cpgrams-darpg@nic.in

Highlights of CPGRAMS… Online Receipt of grievances forwarded by Nodal

agencies Online receipt of grievances by Ministry/Department

lodged through Internet by citizens. Lodging of grievances in the system received locally

in respective offices of Ministry/Department/ Organization.

Online Forwarding of grievances to subordinate organizations.

Various Monitoring reports at all levels.

E-mail & SMS alert to the citizens as soon as a complaint is lodged.

SMS Alerts to citizens and nodal officers at different stages

Attachment of documents while lodging the grievance Attachment of ATR while sending the ATR to the

higher authority.

Citizen can view the status at any point of time.

CPGRAMS - The numbers

Thank You

And

Department of Administrative Reforms & Public Grievances