Dear Comrades,
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
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.
*** RS/SR (Release ID :80371) PIB ***
