16th Report on Central Ministries/Departments performance on CPGRAMS released by DARPG for the month of August, 2023

Ministry of Personnel, Public Grievances & Pensions

Posted On: 19 SEP 2023 5:30PM by PIB Delhi

The Department of Administrative Reforms and Public Grievances (DARPG) released the Centralized Public Grievance Redressal and Monitoring System (CPGRAMS) monthly report for August, 2023, which provides a detailed analysis of types and categories of public grievances and the nature of disposal. This is the 16^th report on Central Ministries/Departments published by DARPG.

The progress for August, 2023 indicates 1,21,004 Grievances Redressed by Central Ministries/Departments. The Average Grievance Disposal Time in the Central Ministries/Departments in the year 2023, from January to August is 19 days. These reports are part of the 10-step CPGRAMS reforms process which was adopted by DARPG for improving quality of disposal and reducing the time lines.

In August, 2023, the BSNL Call Centre collected feedback from 85,386 citizens. Out of these, approximately 32,982 citizens expressed satisfaction with the resolution provided to their respective grievances. 21,317 citizens have given the Rating for their Grievance Redressal as “Excellent & Very Good” in the month of August, 2023

The following are the Key Highlights of the DARPG’s monthly CPGRAMS report for August, 2023 for Central Ministries/ Departments:

1. PG Cases:

• In August, 2023, 118294 PG cases were received on the CPGRAMS portal, 121004 PG cases were redressed and there exists a pendency of 63461 PG cases, as of 31st August, 2023
• The pendency in the Central Secretariat has decreased from 64963 PG cases at the end of July, 2023 to 63461 PG cases at the end of August, 2023

2. PG Appeals:

• In August, 2023, 20272 appeals were received and 19700 appeals were disposed. The Central Secretariat has a pendency of 23030 PG Appeals at the end of August, 2023
• The pendency of appeals in the Central Secretariat has increased from 22458 appeals at the end of July, 2023 to 23030 appeals at the end of August, 2023

3. Grievance Redressal Assessment and Index (GRAI) – August, 2023

• Department of Agriculture and Farmers Welfare and Ministry of Water Resources, River Development and Ganga Rejuvenation are the top performers in the Grievance Redressal Assessment & Index within the Group A for August, 2023
• Ministry of Development of North Eastern Region and NITI Aayog are the top performers in the Grievance Redressal Assessment & Index within the Group B for August, 2023

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