Ministry of Personnel, Public Grievances & Pensions
Year End Review – Department of Administrative Reforms and Public Grievances- 2024
Posted On: 28 DEC 2024 4:06PM by PIB Delhi
- Successful implementation of the 100 days action plan of DARPG
- Successful conduct of 27th National e Governance Conference at Mumbai, 27th National e Governance Awards and adoption of Mumbai declaration
- Policy circular on Effective Redressal of Public Grievances 2024 and National Workshop on Effective Redressal of Public Grievances
- Successful conclusion of Scheme for Prime Minister’s Awards for Excellence in Public Administration 2023 and conferring of Awards on CSD 2025
- Successful conduct of Special Campaign 4.0 for institutionalization of Swachhata and Reducing Pendency in Government
- Successful conduct of 4th Sushasan Saptah and Prashasan Gaon ki Or Campaign 2024
- Successful conduct of Regional Conferences for Replication of Good Governance Practices at Guwahati and Raipur
- Collaboration with State Governments of Maharashtra, Jammu & Kashmir and RTS Commissions of 7 States
- Implementation of e-Office/ e-Office analytics
- IIAS- DARPG Conference 2025, Collaboration with Sri Lanka, Maldives, Malaysia, Singapore in Public Policy and Governance
- Successful conduct of Abhinav Pahal series, National Good Governance and e-Governance Webinar Series
- New Sanctions under State Collaborative Initiative Scheme
- Celebration of Constitution Day, International Women’s Day, Webinar of POSH Act
- DARPG Awarded Rajbhasha Kirti Award (First Prize) for the year 2023-24
The Department of Administrative Reforms and Public Grievances (DARPG) released its annual calendar of performance for the calendar year 2024. A brief of the achievements of the department is given below:
SIGNIFICANT INITIATIVES/ ACHIEVEMENTS OF DARPG in 2024
- Successful implementation of the 100 days action plan of DARPG
In its first 100 days, the Department of Administrative Reforms and Public Grievances (DARPG) has made significant strides in good governance and public service delivery.
- E-Office was implemented in 94 attached/ subordinate/ autonomous bodies,
- Comprehensive guidelines for effective redressal of public grievances 2024 issued
- Revamping of the scheme for Prime Minister’s Awards for Excellence in Public Administration 2024
- International cooperation with MoU’s signed with Gambia, Maldives, and Malaysia to advance administrative reforms and capacity building.
- Successful conduct of the 27th National e-Governance Conference at Mumbai
- Launch of Special Campaign 4.0 to institutionalize swachhata and reduce pendency in Government
- Successful conduct of 27th National e Governance Conference at Mumbai, 27th National e Governance Awards and adoption of Mumbai declaration
The 27th NCeG was organized on the 3rd & 4th of September 2024, with the theme “Viksit Bharat: Secure and Sustainable e-Service Delivery”. Sixteen National Awards for e Governance were conferred by Deputy Chief Minister of Maharashtra and the event was attended by over 2000 delegates representing all State/ UT Governments, Central Ministries/ Departments. The Mumbai resolution was adopted focusing on India @2047, for IT resilience, AI, Blockchain, Strengthening Grievance Redressal and enhanced Cybersecurity measures.
- Policy circular on Effective Redressal of Public Grievances 2024, Recognition of CPGRAMS as a State of Art Grievance Redressal System by the Commonwealth, GRAI 2023 launch; National Workshop on Effective Redressal of Public Grievances
i. The CPGRAMS was recognized as a “State-of-the-Art Grievance Redressal System” and a global best practice for grievance redressal in the Conference of the Heads of Public Service and Secretaries to the Cabinet of Commonwealth Nations held on April 22-24, 2024 in London.
ii. In 2024, more than 24 lakh grievances received on CPGRAMS portal of which 98% have been disposed of successfully within an average disposal time of 12 days. Comprehensive Guideline for effective public grievances 2024 was issued on 23rd August, 2024 to provide timely and qualitative redressal of public grievances.
iii. Grievance Redressal Assessment and Index (GRAI) 2023 was released on 18 November 2024, presented significant progress, with 85 out of 89 Ministries and Departments reflecting enhanced resolution rates within the prescribed timelines as compared to GRAI 2022.
iv. Under SEVOTTAM scheme, sanctions for capacity building programs were issued to 22 State Administrative Training Institutes (ATIs) to train 20 thousand State Grievance redressal officers.
v. The National Workshop on “Effective Redressal of Public Grievances” was organized on 18th November 2024 at Vigyan Bhawan, New Delhi. Over 500 officers, including representatives from Central Ministries/ State Governments/ State Administrative Training Institutes (ATIs) participated in the workshop.
- Successful conclusion of PMA 2023 and conferring of Awards on CSD 2025
- Special Campaign 4.0 for Institutionalization of Swachhata and Reducing Pendency in Government
The Special Campaign 4.0 was successfully implemented in all Central Government Offices adopting a saturation approach from October 2-31, 2024. The campaign was conducted in 5.97 lakh office spaces, freed 189.75 lakh sq. ft. of office space, reviewed 45.1 lakh files, resolved 5.55 lakh PG cases, and generated Rs. 650 crores in revenue from scrap disposal. Cumulatively, Special Campaigns 1.0 to 4.0 (2021-2024) earned Rs. 2364 crores, freed 643.8 lakh sq. ft. of space, and weeded/closed 131.4 lakh files across 11.5 lakh sites. DARPG issued guidelines for weekly Swachhata activities and pendency disposal.
Hon’ble Prime Minister in his post on X on November 10, 2024 said
“Commendable!
By focusing on efficient management and proactive action, this effort has attained great results. It shows how collective efforts can lead to sustainable results, promoting both cleanliness and economic prudence.”
He also lauded the results of Special Campaign in Mann Ki Baat dated 24th November, 2024.
The Cyber Security workshop was also conducted by the Department as a part of SCDPM 4.0 on 7th October at CSOI focusing on enhancing cybersecurity awareness and promoting MeitY initiatives. Over 200 senior officials, including NIC officers, CPGRAMS nodal officers, and NeSDA 2023 representatives, participated to strengthen cyber infrastructure for public e-governance platform.
- Fourth Sushasan Saptah and Prashasan Gaon ki Or Campaign 2024
The Fourth Sushasan Saptah and Prashasan Gaon ki Or Campaign 2024, a Nationwide campaign for Redressal of Public Grievances and Improving Service Delivery was held in 700+ districts across India from December 19-24, 2024.
Following are the key achievements of the campaign
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- Applications disposed under service delivery – 2,99,64,200
- Public Grievances Redressed on State Portals – 14,84,990
- Public Grievances Redressed on CPGRAMS – 3,44,058
- Total Number of Camps held – 51,618
- PIB Statements issued – 1720
- Innovations in Governance Reports – 1,167
- District Vision @ 100 documents prepared – 272
- Regional Conferences at Guwahati and Raipur
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The Regional Conference on “e-Governance,” held in Guwahati, Assam, on January 9-10, 2024, with focus on e-governance best practices and digital governance solutions. Organized in collaboration with the Government of Assam, it brought together policymakers, technology experts, and practitioners to discuss advancements in e-Office implementation, best practices, and challenges specific to the Northeast. Distinguished attendees included Shri Gulab Chand Kataria, Hon’ble Governor of Assam, and Dr. Jitendra Singh, Hon’ble Minister for Personnel, Public Grievances & Pensions.
A two-day Regional Conference on “Good Governance,” was organized by DARPG and Government of Chhattisgarh on November 21-22, 2024, in Raipur, emphasized transformative solutions for inclusive and responsive governance. Shri Vishnu Deo Sai, Hon’ble Chief Minister of Chhattisgarh, and Dr. Jitendra Singh graced the event, while Shri O.P. Choudhary, Hon’ble Minister of Finance, inaugurated it.
- Collaboration with States and RTS Commissions
DARPG collaborated with Government of Maharashtra for publication of the District Good Governance Index 2023 which was released on December 26, 2024 by Chief Minister of Maharashtra.
DARPG collaborated Government of Jammu & Kashmir for the revamping of the JK-IGRAMS grievance portal which was launched as JK-SAMADHA by Hon’ble LG of Jammu & Kashmir.
DARPG collaborated with Right to Services Commissions for improving service delivery and citizen centric governance. A Plenary Session was convened on the Right to Services Commissions in the 27th National e-Governance Conference at Mumbai and regular interactions/ meetings were convened.
- Effective metrics under NeSDA – Way Forward
The total number of e-services has significantly increased from 16,517 to 17,269, marking an overall increase of 49% since its inception. 1,573 out of 2,016 (56 x 36 States/UTs) mandatory e-services are now available, achieving a saturation rate of 78%. Nine states have achieved full saturation, and 26 States/UTs provide more than 40 mandatory e-services. Four States/UTs now provide all their services through unified portals, while 12 States/UTs deliver more than 80% of their services through such platforms, making it easier for citizens to access services from a single location.
- E-Office/ e Office analytics
- IE&C collaborations – DARPG – IIAS Conference 2025, Collaborations with Cambodia, Sri Lanka, Maldives, Malaysia, Singapore
During the year 2024, DARPG signed MoUs with Ministry of Civil Service, Cambodia; Public Service Commission, Office of the President, The Republic of Gambia and Public Service Department, Prime Minister’s Department, Government of Malaysia. The MoUs between the National Centre for Good Governance (NCGG), India and the Sri Lanka Institute of Development Administration (SLIDA), Sri Lanka and Maldives Civil Service Commission, Republic of Maldives were also signed in 2024.
Under the aegis of the MoUs, meetings of the Joint Working Group were organized with Public Service Division, Singapore; Public Service Department, Malaysia; Australian Public Service Commission, Australia through Video Conferencing and mutual experience and best practices were exchanged in the field of Public Administration and Governance Reforms.
IIAS-DARPG India Conference, 2025 shall be organized at Bharat Mandapam in New Delhi from February 10-14, 2025. More than 500 domestic as well as international delegates from many countries are expected to participate in the conference. This Conference will facilitate knowledge sharing with international scholars in the field of reforms and innovations in Public Administration and Governance in India. A four-member delegation attended the IIAS-KSG conference held in Mombasa from 26th to 29th February, 2024 to get the first-hand experience of the conference.
A three-member delegation led by Secretary, DARPG attended the 3rd Biennial Pan-Commonwealth Heads of Public Service Meeting held from 22-24 April 2024 at Marlborough House, London. Secretary, DARPG addressed the 3rd meeting of the Commonwealth Heads of Public Service/Secretaries to Cabinet on India’s Grievance Redressal System “CPGRAMS”- recognized as a state of the art initiative for effective grievance redressal by the Commonwealth Secretariat on 23rd April, 2024.
A 5 member Indian delegation of National Centre for Good Governance (NCGG) to Sri Lanka led by Mr. V. Srinivas, IAS, Secretary to Government of India, Department of Administrative Reforms & Public Grievances, Department of Pensions & Pensioner’s Welfare, and Director General, National Centre for Good Governance (NCGG) on invitation of the Ministry of Foreign Affairs, Democratic Socialist Republic of Sri Lanka visited Sri Lanka from 07- 09 July, 2024.
- Abhinav Pahal series
Abhinav Pahal is a key initiative in promoting Good Governance, enabling districts to replicate award-winning initiatives. Aligned with the Prime Minister’s vision, it mandates adoption of a 2021 PM Award initiative, promoting improved public service delivery during India’s ‘Amrit Kaal of Independence.
- National Good Governance Webinar Series
In 2024, 6 National Good Governance Webinar Series were organized with awardees and finalists of the Prime Minister’s Awards as the lead Speaker in each Webinar enabling wider dissemination of best good governance practices and for replication of successful e-governance practices. Each webinar was attended by more than 1000 field level officers.
- State Collaborative Initiative Scheme
The State Collaborative Initiative (SCI) promotes collaboration with State Governments to enhance public service delivery. In 2024, Rs. 16.22 crore was released for SCI projects, with 15 new projects sanctioned across states like Meghalaya, Himachal Pradesh, Kerala, UP, and Nagaland. These projects focused on e-office solutions, administrative reforms, doorstep services, litigation management, and more. Funds were also allocated for e-office implementation in Mizoram, the last uncovered NE state. A dedicated SCI portal has been launched to streamline information exchange, track project progress, and monitor budgets and timelines.
- Constitution Day, International Women’s Day, Webinar of POSH Act
On Constitution Day, DARPG organised a webinar on “Reflections on the Constitution of India”. The webinar started with the reading of the Preamble, followed by a thought-provoking session that featured the distinguished speakers, Sh. Apurva Chandra, Former Health Secretary, and Dr. C.K. Mathew, Former Chief Secretary, Rajasthan.
DARPG hosted a virtual round-table webinar on “Women in Civil Service” on International Women’s Day 2024. With the theme “Count Her in: Invest in Women, Accelerate Progress,” the event featured officials from various ministries, state AR departments, and district collectors. Lead speakers included Smt. Sujata Chaturvedi, Smt. Anita Praveen, and Smt. Nidhi Khare, with Shri V. Srinivas, Secretary DARPG, moderating the session.
To mark the 11th anniversary of the Prevention of Sexual Harassment Act, 2013, the DARPG, led by Secretary Shri V. Srinivas, organized a workshop on December 9, 2024, during the Prevention of Sexual Harassment Week. Shri Rajender Tuteja, District and Sessions Judge, Dausa, Rajasthan, delivered a lecture on key provisions of the POSH Act, 2013, emphasizing awareness and its importance.
- Awarded Rajbhasha Kirti Award (First Prize) for the year 2023-24
For excellent performance in Official language Hindi, the DARPG was awarded the “Rajbhasha Kirti Award (First Prize)” for the year 2023-24 by the Department of Official Language, Ministry of Home Affairs.
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