States/Union Territories performance on CPGRAMS

Context

17th Report on States/Union Territories performance on CPGRAMS released by DARPG

Department of Administrative Reforms and Public Grievances (DARPG):It is one of the three departments under Ministry of Personnel, Public Grievances and Pensions with three departments namely, Department of Personnel and Training (DOPT), Department of Administrative Reforms and Public Grievances and Department of Pension and Pensioners Welfare.

It brings E-Governance through NATIONAL e-GOVERNANCE SERVICE DELIVERY ASSESSMENT (NeSDA) which helps the respective governments improve their delivery of citizen centric services and shares best practices across the country for all States, UTs and Central Ministries to emulate.

Key Points about CPGRAMS

It functions under the Department of Administrative Reforms and Public Grievances (DARPG)
It is an online platform available to the citizens 24x7 to lodge their grievances to the public authorities on any subject related to service delivery. It is a single portal connected to all the Ministries/Departments of Government of India and States.
Every Ministry and States shall have role-based access to this system.
CPGRAMS can be access through Mobile application and application integrated with UMANG.
Grievance Tracking System: Unique registration ID provided at the time of registration of the complainant.
CPGRAMS also provides an appeal facility to the citizens if they are not satisfied with the resolution by the Grievance Officer

Sevottam Model

It is proposed by 2nd ARC (Administrative Reforms Commission) for public Service Delivery is now considered as standard model for providing citizen-centric governance services.

The word, Sevottam, is a combination of two Hindi words: ‘Seva’ (service) and ‘Uttam’ (excellence).

Savottam Model is developed by Department of Administrative Reforms & Public Grievances (DARPG) focus on Grievance redressal Mechanism

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