Parliament Question: Strengthening of CPGRAMS

Key Highlights:

• The Government has undertaken several measures to strengthen the Centralised Public Grievance Redress and Monitoring System (CPGRAMS).
• Reforms include adopting next-generation technologies and introducing the Grievance Redressal Assessment and Index (GRAI).
• The prescribed grievance disposal timeline has been reduced from 30 days to 21 days.
• Samadhan Didi, an AI-powered multilingual voice-first chatbot, has been launched for grievance registration.
• Average disposal time for Central grievances has consistently decreased, from 16 days in 2023-24 to 14 days in 2025-26.

Detailed Insights:

• Measures aim to enhance system capabilities, improve transparency through monthly reports, and build capacity of grievance officers via Sevottam.
• CPGRAMS is integrated with grievance portals of Central Ministries/Departments and States/UTs, and offers multilingual registration through Bhashini.
• Comprehensive Guidelines on Handling of Public Grievances (August 2024) mandate dedicated Grievance Cells and root cause analysis for improved quality.
• A dedicated Review Meeting Module has been operationalised in CPGRAMS to facilitate senior-level review of public grievances.
• CPGRAMS utilizes AI/ML enabled dashboards for data analysis, trend analysis, and semantic search, leading to the development of NextGen CPGRAMS.

Key Concepts Involved:

• Centralised Public Grievance Redress and Monitoring System (CPGRAMS): An online platform for citizens to lodge grievances with government organizations.
• Grievance Redressal Assessment and Index (GRAI): A mechanism to benchmark the performance of Ministries and Departments in grievance redressal.
• Sevottam: A service delivery framework focusing on citizen-centricity, public grievance redressal, and service delivery capability.
• Bhashini: India's AI-powered language translation platform, integrated for multilingual grievance registration.
• Samadhan Didi: An AI-powered, multilingual voice-first chatbot designed to assist with grievance registration on CPGRAMS.