CENTRE ISSUES NEW GUIDELINES FOR PUBLIC GRIEVANCES

Why in the news?

  • The Centre has introduced complete recommendations to make complaint redressal time-bound, on hand, and powerful.
  • The Ministry of Personnel, Public Grievances, and Pensions pursuits to empower citizens and streamline the grievance technique with those up to date policies.

Registration and Processing:

  • Citizens can sign up grievances thru the PG Portal, which provides a single-window experience.
  • Central Ministries and Departments must employ Nodal Officers for Public Grievances to deal with issues directly and fairly.
  • Dedicated Grievance Cells with ok resources and understanding of schemes are required to be hooked up.
  • Feedback on resolved grievances may be dispatched to residents via SMS and e mail.

Performance and Timelines:

  • The CPGRAMS portal has resolved almost 60 lakh public grievances between 2022 and 2024.
  • Grievance redressal timelines had been decreased from 30 days to 21 days under the new coverage guidelines.
source:pib
About Centralised Public Grievance Redress and Monitoring System:

Grievance Redress Portal:

  • The Government of India Portal permits residents to lodge grievances in opposition to government businesses.
  • Complaints are directed to the relevant Ministry/Department/State Government for fast motion.

Advanced Technology Integration:

  • Department of Administrative Reforms and Public Grievances(DARPG), in collaboration with IIT Kanpur, makes use of AI and ML to analyse public grievances.
  • The Intelligent Grievance Management System (IGMS) is part of the Centralised Public Grievances Redress and Monitoring System (CPGRAMS).

Key Functions of Intelligent Grievance Management System(IGMS):

  • Detects junk mail, bulk, and repetitive grievances in real-time.
  • Analyses text and attachments to become aware of the semantic gist of grievances.
  • Identifies clusters of associated troubles and plays spatiotemporal filtering to deal with coverage and implementation root reasons.