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NEW DELHI: The Modi Government’s citizen-centric “Grievance Redressal” model is being globally emulated , with several countries actively studying and adopting India’s innovative mechanisms for effective public service delivery.
Union Minister of State (Independent Charge) for Science and Technology; Earth Sciences and Minister of State for PMO, Department of Atomic Energy, Department of Space, Personnel, Public Grievances and Pensions, Dr. Jitendra Singh highlighted the international recognition of the Centralized Pension Grievance Redress and Monitoring System (CPENGRAMS) while responding to a question in the Rajya Sabha on Thursday.
Dr. Jitendra Singh stated that CPENGRAMS has significantly improved grievance redressal for pensioners, ensuring timely and conclusive resolution of complaints. Over the past two years, from March 1, 2023, to February 28, 2025, the system has successfully addressed 1,94,611 grievances.
“The Government has not only streamlined the resolution process but also strengthened monitoring mechanisms through regular Inter-Ministerial Review Meetings and targeted interventions such as the Special Campaign for family pension grievances, which achieved an impressive 94% resolution rate,” the Minister said.
The Minister noted that CPENGRAMS has introduced specific categories for family pensioners and super-senior pensioners, ensuring faster redressal of grievances related to delays in pension processing. Additionally, under the Government’s Good Governance framework, the response time for grievance redressal has been reduced from 30 days to 21 days, with quality monitored through a feedback system and an appeal mechanism for cases rated as ‘poor.’
Highlighting India’s leadership in administrative reforms, Dr. Jitendra Singh emphasized that countries like Maldives, Bangladesh, and South Africa have shown keen interest in India’s grievance redressal framework. “International delegations have been visiting India to study the model, and our officers have been invited to conduct workshops abroad to help implement similar systems in other countries. This reflects the success of the Modi Government’s commitment to citizen-centric governance and efficient service delivery,” he remarked.
The Department of Administrative Reforms & Public Grievances (DARPG) has been at the forefront of several reform initiatives, including the Digital Life Certificate (DLC) for pensioners and comprehensive pension reforms, further reinforcing India’s leadership in public service innovation. Dr. Jitendra Singh reiterated the Government’s resolve to enhance CPENGRAMS further, ensuring financial security and ease of living for pensioners through continued policy reforms and technological upgrades.
With the growing global interest in India’s governance model, CPENGRAMS stands as a testament to the Government’s dedication to transparency, efficiency, and citizen welfare.
In reply to another question, Dr Jitendra Singh replied that the National Workshop on Sevottam and Grievance Redressal plays a key role in improving public service delivery across the country. Sevottam is a comprehensive framework focused on Citizen’s Charter, Grievance Redressal Mechanism, and Capability Building for ServiceDelivery.
Under this initiative, the Government provides financial support to State ATIs/CTIs for setting up Sevottam Training Cells. Over the past three financial years (2022-23, 2023-24, and 2024-25), as part of Sevottam, 756 training courses have been conducted, training 24,942 officers from various State Governments. In the current financial year 2 National Workshopson”EffectiveRedressalofPublicGrievances” on November18,2024,in New Delhi and February 20, 2025, in Bhopal, with participation from Central Ministries, State Governments, and State Administrative Training Institutes (ATIs) were conducted. Government has been actively leveraging technology to modernize CPGRAMS for a better citizen-interface.
In December 2021, the Minister’s reply stated, DARPG signed an MoU with IIT Kanpur to develop the Intelligent Grievance Management System (IGMS), an AI/ML-driven platform that introduces semantic search, exploratory data analysis, and predictive analytics for enhanced grievance management. Government publishes the Grievance Redressal Index (GRAI) as part of CPGRAMS’ 10-Step Reforms, ranking Ministries and Departments based on efficiency, feedback, domain expertise, and organizational commitment. The objective of the GRAI Index is to provide Ministries and Departments with a comparative performance assessment, enabling them to identify areas for improvement and implement policy reforms to minimize grievances.
The Right to Service (RTS) Act has been enacted by 22 States andUnionTerritories as of date, with RTS Commissions established in 8 of them (Assam, Chandigarh, Maharashtra, Punjab, Haryana, Meghalaya,Uttarakhand,andWest Bengal). DARPG conduct regular meetings/webinars with State and UT governments, collaborates with RTS Commissions to exchange best practices and improve service delivery by promoting e-services, bringing citizens and the government closer through technology, and engages with commissioners, and appellate officials to boost e- governance and enhance e-service delivery in the nation.
