Centralized Public Grievance Redress and Monitoring System (CPGRAMS) PDF

Centralized Public Grievance Redress And Monitoring System (CPGRAMS) Centralized Public Grievance Redress And Monitoring System (CPGRAMS) is an online web-enabled system developed by NIC, in association with the Directorate of Public Grievances (DPG) and Department of Administrative Reforms and Publ...

Centralized Public Grievance Redress And Monitoring System (CPGRAMS) Centralized Public Grievance Redress And Monitoring System (CPGRAMS) is an online web-enabled system developed by NIC, in association with the Directorate of Public Grievances (DPG) and Department of Administrative Reforms and Public Grievances (DARPG). CPGRAMS – Overview      Centralised Public Grievance Redress and Monitoring System (CPGRAMS) is an online platform available to the citizens 24×7 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 state have role-based access to this system. CPGRAMS is also accessible to the citizens through a standalone mobile application downloadable through the Google Play store and mobile application integrated with UMANG. The grievances received by the Department are forwarded to the concerned Ministries or Government Departments, who are dealing with the fundamental functions linked with the grievance for redress under intimation to the complainant. Functions of CPGRAMS CPGRAMS is an online web-enabled system. Given below are the functions of the Centralised Public Grievance Redress and Monitoring System: 1. Based on web technology, the system mainly aims to enable the submission of Grievances by citizens of the country anytime and from anywhere. 2. The Department aims at picking up a minimum of 1000 grievances per year, based on the seriousness of the issue, follows them, and solve them until completely solved. 3. Once a grievance is raised on the web portal, a specific registration number is generated and any citizen who raises a grievance can follow up the progress through the personalized registration number. 4. If any citizen has any complaint against the Government, its Ministers, or any department, they can approach the CPGRAMS to get a faster solution to their problems. 5. The CPGRAMS will enable the online lodging of grievances by citizens to the concerned Organizations which can be linked to their official Web site. 6. CPGRAMS also provides an appeal facility to the citizens if they are not satisfied with the resolution by the Grievance Officer. 7. After the closure of grievance, if the complainant is not satisfied with the resolution, he/she can provide feedback. If the rating is „Poor‟ the option to file an appeal is enabled. 8. The status of the Appeal can also be tracked by the petitioner with the grievance registration number. Issues that are not taken up for redress:      Subjudice cases or any matter concerning judgment given by any court. Personal and family disputes. RTI matters. Anything that impacts upon territorial integrity of the country or friendly relations with other countries. Suggestions. For any complaint against corruption, this portal cannot be used. For such complaints, a citizen must directly contact the Central Board of Indirect Taxes and Customs. How to Raise a Complaint in CPGRAMS? Citizens who wish to raise a complaint against any government Ministry or Department can raise a grievance at the official website of the Department of Administrative Reforms and Public Grievances. Given below are the steps that can be followed to raise a complaint against any Ministry or Department: 1. Visit the official site (pgportal.gov.in) and select the „Lodge a Grievance‟ option on the home page. 2. Register yourself on the portal with a valid username and password. 3. Once you are registered, you can update the grievance form available online and follow it up until it is resolved completely. 4. People can also check the status of their grievances and also the number of grievances pending and resolved on the same online portal. 5. There also is an option of reminders/clarifications, where one can find the newly received notifications or clarifications from higher Officials and Authorities. Once a grievance is lodged online by any citizen, it is received by the Nodal Officer and then further forwarded to the concerned Officer for redress and quick actions to be taken against the grievance. Then the received grievance is addressed at the Board level. Final Outcome of a Complaint For every grievance raised, there is an assessment done for each of them: 1. Examined at out Level: This notification implies that the assessment has been done on the Local Office. In this case, the Officials send an acknowledgement letter to the complainant. 2. No Action is Required: This specifies that the grievance raised has been rejected and the complainant is notified for the same in the acknowledgement letter along with a reason to reject it. 3. Taken up with Sub-Ordinate Organisation: The grievance will be forwarded to a single or multiple SubOrdinate Officials, based on the level of grievance raised. Frequently Asked Questions related to Centralized Public Grievance Redress and Monitoring System (CPGRAMS) Q1 What is the full form of CPGRAMS? Centralized Public Grievance Redress And Monitoring System (CPGRAMS) is an online web-enabled system over NICNET developed by NIC, in association with the Directorate of Public Grievances (DPG) and Department of Administrative Reforms and Public Grievances (DARPG). Q2 How do I complain to PMO? Any grievances can be sent to Hon‟ble Prime Minister / PMO using the interactive page link “Write to the Prime Minister” available on the PMO‟s website: https://www.pmindia.gov.in/ Q3 How do I write a grievance letter? Write a letter to the Point, keep the facts, never use abusive or offensive language. Explain how you felt about the behaviour you are complaining about but don‟t use emotive language. GRIEVANCE REDRESSAL MECHANISM 1. Grievance Redressal Mechanism is an important cog in the wheel of any Government. 2. Without efficient grievance redressal mechanisms, the Government and its administration can never be accountable and effective. 3. In Democracy, citizens make the Government and hold them accountable. 4. Some of the public grievances against the Government could be a shortage of food, overcrowded public transport, late running of trains etc. Grievances of Citizens in India – Different Types We can classify public grievances into different categories which are mentioned below. Grievances against Policies 1. Citizens may have grievances against the policies of the Government, which may affect a large group of people. 2. Such grievances are raised in the media and legislatures. Grievances due to Maladministration 1. This grievance arises when the Government policies are not implemented efficiently by the administration due to various issues like lack of coordination between different departments or agencies or may be due to inefficiency of officials stemming from the heavy workload. Grievances due to Corruption 1. This arises due to a lack of integrity among officials working in the administration. For many years India is known for its high levels of corruption. For many years the public has been suffering due to rampant corruption at all levels. However, there are efforts from the current Government to control corruption. Grievances in Rural Areas Majority of the population in India resides in rural areas. The grievances faced by them are given below. 1. Non-availability of supplies – Grievances due to intermittent supply of essential commodities like electricity, seeds, pesticides, fertilizers, medicines etc. Instead of making sure the supplies reach intended beneficiaries, it gets leaked into black markets for profiteering. 2. Delay in Supplies or Services – This happens due to inefficient public distribution systems. 3. Harassment – Many villagers at the hands of officials when they wanted to avail medical, administrative and agricultural services. Grievance Redressal – Nodal Agencies & Other Mechanisms The 2 most important nodal agencies that are responsible for addressing grievances at the Central Government are listed below. 1. Department of Administrative Reforms and Public Grievances (DARPG) – It functions under the Ministry of Personnel, Public Grievances and Pensions. 2. Directorate of Public Grievances – It is part of Cabinet Secretariat Department of Administrative Reforms and Public Grievances (DARPG) 1. The primary role of this department is to plan and implement citizen-centric measures in the domain of public grievances and carry out administrative reforms so that the Government is in a position to deliver quality public services without any obstacles. 2. The grievances received will be forwarded to the respective ministries, departments, and state governments. The cases will be followed until it is closed. Directorate of Public Grievances (DPG) 1. It was set up in the Cabinet Secretariat in 1988. They handle complaints pertaining to 16 Central Government Organisations. Committee on Petitions – Parliamentary Committee This is a Parliamentary Committee which works on redressing grievances of the public, and a citizen can submit petitions to secure redress against grievances. E-Governance – To Address Public Grievances The current Government has been working on addressing the public grievances by utilising Information and Communications Technology (ICT). Some of the noteworthy efforts of the Government to implement Egovernance to reduce Public Grievances in a timely manner has been mentioned below.  Central Public Grievance Redress and Monitoring System (CPGRAMS) – It is an integrated online grievance redressal and monitoring system developed by National Informatics Centre (NIC) in collaboration with DARPG and DPG. Citizens can lodge complaints and monitor the status of their complaints through CPGRAMS. This system was developed in 2007.  Pro-Active Governance and Timely Implementation (PRAGATI) – It is a multi-modal and multipurpose grievance redressal system designed by the Prime Minister‟s Office (PMO) and NIC. It increases the cooperation and coordination between the Union Government and State Government in addressing the grievances and monitoring government schemes.  E-Nivaran – It was launched by the Central Board of Direct Taxes for online redressal of grievances related to taxpayers. The taxpayers can register and track their grievances in this system.  Unified Mobile Application for New-Age Governance (UMANG) – It is a single platform through which citizens across India can access e-governance services, starting from Central Government to local government bodies.  MyGov – It is a platform launched in 2014 to disseminate information by the Government and Government can seek public opinion.  Nivaran – It is an online portal launched by the Indian Railways in 2016, to address the grievances of lakhs of Railway Employees.  Integrated Grievance Redressal Mechanism (INGRAM) – It is a portal launched by the Ministry of Consumer Affairs to address grievances of the public when they purchase any goods or services.  Mera Aspataal (My Hospital) – It was an app and portal launched by the Ministry of Health in 2017 under the National Health Mission. It was to capture patient feedback for the services received at the Government Hospitals. This is to help the Government enhance the quality of health care services provided across public facilities. Other Citizens Grievance Redressal Mechanisms  Right to Information Act (RTI) – The RTI act was passed in 2005. It empowers the citizens to ask any questions to the Government, seeks information, obtains Government documents, inspects Government works. This act is to not only empower citizens but also promote transparency and accountability in the functioning of Government.  Citizens Charter – The task of formulating and operationalising Citizens Charter was undertaken by DARPG. The idea was to bring in transparency in public services and to correct things when they go wrong. The idea of Citizen Charter was first pioneered in the United Kingdom in 1991, with a focus on public services. However there have been many loopholes in the citizens charter which needs to be fixed.  Gram Sabha – Conducted at village levels to address the grievances of village community members.  Senior Citizen Act – It has been passed to address the grievances of senior citizens.  Hostels Act – This has been passed to address the grievances of working women. Frequently Asked Questions about Grievance Redressal Q1 What is Grievance Redressal in India? Grievance Redressal is a management- and governance-related process used commonly in India. While the term “Grievance Redressal” primarily covers the receipt and processing of complaints from citizens and consumers, a wider definition includes actions taken on any issue raised by them to avail services more effectively. Q2 What are the challenges of Grievance Redressal in India? Grievance Redressal challenges are:  Unavailability or Difficulty to access means to report grievances, at times done so purposefully, or due to lack of priority  Lack of authority of PRO over relevant departments and executives in Government organizations  Disconnect of senior decision-maker executives with end customers  Non-motivation of front-end managers to forward negative feedback to higher-ups  Fear of citizens / consumers to report malpractice about officers with substantial authority  Inability of smaller private organizations to set up computerized mechanisms  Inaccuracy and spamming of feedback forms, driving false impressions  Delayed feedback acceptance, as feedback is taken after service has been provided, while corrective action may be taken typically during the delivery of service. Introduction to the new website: The objective of the application is to provide an online grievance redress and monitoring system to the various Ministries/Departments/ Organizations of Government of India. It has been assumed that the user has basic working knowledge of computers as well as internet browsing experience and is well versed with grievance redress mechanism. Access this application on web browser type this address i.e. https://pgportal.gov.in/cpgoffice/ in browser address bar and press enter. The following web page will be appearing. Login for Ministries/Departments/Organizations: This application has form based authentication security architecture for access control. User is required Username and Password to login which is provided by parent organization. Enter your correct Username, Password and Security Code (Security Code is given below) then click login button. On successful login page will be redirected to Operational Desk. User Profile: User may view and edit user detail by clicking on “My Account” link. Click on “Profile Detail” link (snapshot given above) to view profile detail. Use can modify user detail by click on Edit button. User can be change all detail which is shown in above snapshot then click on Save button make change. Change Password: On my account section click on “Change Password”button to change your existing password. Follow below snapshot. Enter Old password then enter New Password on password textbox then type same password to confirm password text box. Password policy has given below follow password policy to make your password stronger. After that click on save button to change your password. Grievance: Operational Desk: New(Pending For Initial Action) This desk facilitates PG Officer to take various actions like forwarding grievances to subordinate units, sending action taken reports to higher authorities, sending reminders, seeking clarifications, disposing of grievances etc. It is also facilitates the registration of locally received grievances (through post) to the system and attach scanned copy of grievance. Global search facility is available in all desks. The Flow (Major Actions available under Grievances navigation) The moment you get a grievance, it will be available under New (Pending and initial action) in Grievances OR it will show on home page (operational Desk).  New grievance will be shows from various sources like  Direct Receipt: Grievance received directly from complainant.  DPG: Grievance forwarded by DPG.  DARPG: Grievance forwarded by DARPG.  Pension: Grievance forwarded by Pension.  PM Office: Grievance forwarded by PM Office.  President Secretariat: Grievance forwarded by President Secretariat. Click on grievance source to view list of pending grievance as show in above snapshot. Export Grievance List: Grievance list may me export in excel, PDF and take print by clicking on print button. Show Row: Default grievance list show 10 rows this may be increase by click on “Show 10 Rows” button. Copy: All Grievance List can be copied by clicking on “Copy” button and paste this to any clipboard. Search: This facility is used only to search or filter grievance from current grievance list. To search grievance type text to search box like part of registration number, name, date, state etc. Action on New Grievance: View grievance detail and take any action against the grievance follow given instructions: Click on grievance source to view list of grievance. Click on registration number from list to view detail of grievance (snapshot is given below). After clicking on Registration Number grievance detail will be display. To view action history user can click on Action History tab (snapshot is given below). User can print all detail by clicking on print button. Action History: Click on Action History tab to view grievance history. Take any of the following action on the new grievances. a) Examined at our level: Take this action if the case is to be redressed within this office. It cannot be forwarded to any subordinate unit. The case will get transfer to PENDING. Action required To take action choose “Examined at our level” option from action dropdown list then choose required grievance category and type valid remark to remark textbox and click on submit button. Output/Result: Grievance would be moved to pending grievances. Note: New grievances reduced by 1 while pending grievances incremented by 1. b) Taken up with subordinate organization: if the case is to be redressed at any of your subordinate organization(s). List of subordinate organizations created will be listed. Choose one or many (maximum 5) organizations where the case is to be forwarded. The case will get transfer to Pending tab from new (snapshot is given below). Action Required: Choose “Taken up with subordinate organization” from Action list. Select appropriate Grievance Category. Click on subordinate organization list and choose multiple subordinate one by one. On clicking subordinate name this will add automatically. Check radio button for case close. Click on submit button to forward grievance. Output/Result: The grievance has been forwarded to the subordinate offices. Note: New grievances reduced by 1 while pending grievances incremented by 1. Comment [D1]: Mention how to get list of organisations and how to insert multiple organisation c) No Action Required: If case is received manually/electronically directly by the department and if there is no action is to be done, choose this option with a reasoned reply. The reply can be chosen from the combo box/ or a text can be entered (snapshot given below). Action Required: Choose “No Action Required” from Action list. Select appropriate Grievance Classification. Select appropriate grievance category. Select appropriate reason from the list & submit. Output/Result: The grievance will be disposed. Note: Available only if you are the owner of the grievance (Direct recipient of the case). d) Not pertaining to this organization: If the case is forwarded by Parent Org/Nodal Agency and it is not at all related this organization or its subordinate organizations, this option can be taken. The case will get return back to higher authority who has forwarded it. Action Required: Choose “Not Pertaining to this Organization” from Action list. Select appropriate grievance category. Type valid reason for returning the grievance and click submit button. Output/Result: The grievance is returned to organization who has forwarded the grievance. Common problem envisaged and solutions suggested while working with assessing new grievances. 1. Unable to assess the grievance: Check whether category code has been selected. Grievances cannot be forwarded to subordinate offices without assigning category code. 2. There are no grievance categories to select from: Create the grievance category codes. 3. There are no subordinates to forward to in the taken-up with box: Create your subordinate offices. Grievance under Process: Operational Desk Pending Pending grievances will be show from various sources. 1. At Our Office.  Shows pending cases which is examined at your level. 2. With Subordinate.  Shows all pending cases with subordinate office(s). 3. Pension Cases.  All pending pension related cases for concern organization. 4. Returned.  Shows returned cases from subordinate cases (not pertaining from organization). 5. Re- forward by higher authority.  Shows redirected cases by the higher authority. 6. ATR from Subordinate (Case Report).  Shows case report which is send by subordinate office(s). 7. ATR send to Higher Authority (pending with higher authority).  Here shows all cases which is already closed and send the closure report to the higher authority. These grievance are pending with higher authority. But you allowed to send any additional report especially when forgot to attached document. On clicking on the CASE (Registration Number) the following action are possible: 1. Case Report Send and Disposed Locally: In the case of forwarded case, action taken report or an Interim report can be send using this option. If it is an Interim reply, choose radio button “Pending” Comment [D2]: Cases already closed and sent the closure report to higher authority. These grievances are pending with higher authority. But, you are allowed to send any additional report especially when forget to attach document etc. otherwise “Disposed” and give the action taken text. It is also possible to upload scanned copy of report as an attachment. Action Required: Select required action from list and check status of grievance. Check Yes or No for informed complainant accordingly. Upload supporting document if required. Type valid reason for disposed grievance and click on submit button. Output/Result: Grievance will be disposed and case report will be send to higher authority. 2. Case Disposed of: if the case received directly by the organization/forwarded with closure permission, this option can be taken. Give correct final reply text while disposing of the case. Required Action: Select appropriate disposal type from list. Upload supporting document if required. Type valid disposed remark in text box. Output/Result: Case has been disposed and final letter can be printed using correspondence letter option. 3. Clarification/Suppl. Info Sought from Complainant: If organization wants to seek any more information from the complainant regarding the grievance, the text can be entered. A corresponding letter can be generated. 4. Reminder/Clarification Sought From Subordinate Organization: Additional information can be sought from subordinate units where case has been forwarded. A corresponding alert will be available to the subordinate organization. 5. Interim Reply to Complainant: In case of direct cases/Local Grievances reply may be send to the complainant. 6. Send New Report to Higher Authority: Grievance case report can send to higher authority. Status of grievance will be disposed or pending (Interim Reply). This information also sends to the complainant and case related document can upload. 7. Not pertaining to this organization: If the case is forwarded by Parent Org/Nodal Agency and it is not at all related this organization or its subordinate organizations, this option can be taken. The case will get return back to higher authority who has forwarded it. Reminder / Clarification: Received reminder and clarification from various sources: Reminder from Higher Authority: Additionalinformation send by higher authority. Forwarded To Subordinate: Here shows grievance which is requested additional information by you. Reminder from Complainant: Received reminder by complainant. Remark from DPG: Utilities: Lodge Local Grievance:Using this option it is possible to lodge a locally received grievances (by post/email etc) into the system. Required Action: Fill all required complainant detail like Grievance Source, Name, Gender, etc. Fill Grievance detail like letter date, letter number, client status, VIP reference, grievance description and attach related document if available. Edit Grievance: Here Officer can edit locally lodge grievance and also attached scanned PDF document (if required). Correspondence Letter: Using the option it is possible to generate preformatted acknowledge letter, final reply letter, interim reply letter, clarification letter etc. to the complainant. Bulk Closer: Using this option officer can dispose multiple grievances. Required Action: Grievance can be search by following parameter. Name of complainant: Enter full/part name of complainant. OR Select source of grievance from list. OR Fill range of registration. Click on “Submit” button to get result. Check one or multiple grievance to take action. Choose grievance category from category list. Choose appropriate grievance classification from list box. Take appropriate action and choose action from list. Type remarks to text box. Click on “Submit” button to disposed grievance. Search Grievances: This is global search facility user can search grievance using different parameter. Registration Number: Type registration number or type of registration. Status of grievance: check required check box like pending for all pending case and closed for disposed cases. Name of Complainant: Type full name or part of name of complainant. Also grievance can be search by address, status, state, grievance text and zone. Result list is shown below. Manage PG Officer: Using this option pg officer can be added to the organization. Nodal PG officer can add additionaluser to operate this account. No need to sharing own userid and password to other user. It is possible to track the user action on any grievance. Comment [D3]: Nodal PG officer can add additional users to operate this account. No need of sgharing the userid to other users. It is possible to track the user who has taken action on any grievance Comment [E4]: Click on “Add New” button for add new pg officer. Fill all required detail like name, gender, designation, address etc and click on “create” button for add new pg officer (snapshot is given below). Use our password policy to make your password stronger (given below). How to choose a strong password 1. 2. 3. 4. It should be at least 6 characters in length. It should contain at least one capital letter (A-Z). It should contain at least one small letter (a-z). It should contain at least one number (0-9). 5. It should contain at least one special character. List of pg office is shown below snapshot. PG officer can be modifying by clicking on “Edit” and password can be reset by clicking on “Reset password” button. Update Final Reply: Disposed grievance can be modifying by this link disposed document and remark can be modified. Required for Action: Enter registration number or name of complainant and click on submit button to search grievance. List of closed grievance will be show. Click on Edit button to modify grievance. Choose Disposal Type from list. Attach reply document (if required) by click “Choose File” button. Type remark to remark text-box after that click on “Submit” button to make change. Monitoring Desk Manage Subordinate Organization: For forwarding grievance to subordinate first subordinate organization must be created. To create a subordinate organization expand Monitoring Desk menu and click on Manage Subordinate Organization. Click on “Add New Subordinate” button. Add new subordinate organization web form is divided in 3 parts. Organization Details: This section captures all organization related information. Like Organization Code, Organization Name, Type, Address, State and Pin Code. Organization code must be of 5 characters. Only Alphabet A-Z Number 0-9 is allowed. Comment [D5]: Organisation type Sectioon/Division is at parallel with organization, They cannot create subordinate offices. Uses same subordinates of organization itself. Type Private organization is the last end. Private organization cannot create further sub-offices Note: -Organization type Section/Division is at parallel with organization, they cannot create subordinate offices. Uses same subordinates of organization itself. Type Private Organization is the last end. Private organization cannot create further sub-offices. Nodal Officer Details: This section captures officer detail. Fill all mandatory details. Login Details:This section allows creating password for subordinate officer. To make password stronger please follow password policy. Click on submit button to save all detail. Password Policy:      Must be 8-15 characters in length. Must contain 1 capital letter Must contain 1 small letter Must contain 1 digit Must contain 1 special character. Manage/Edit/Reset Password: Subordinate organization may be modified by using this option. Click on Detail button to view subordinate detail, click on “Edit” button to modify subordinate and click on “Reset Password” to change login password of selected organization (snapshot given below). Subordinate Login (Usages): This option use to view login detail of subordinate organization and no of attemptlogin between given date. Manage Grievance Category:Grievance categories help group the grievances. This facilitates various analytical and statistical reports. It also helps in identifying problem areas. Nodal agencies have already categorized the grievances into some pre-defined categories. You may add your own grievance categories. This will help you analyses your grievances based on these categories. When a grievance is assessed for the first time, a grievance category is required to be allocated to it. Without assigning a category the grievance could not be acted upon. Subordinate offices are not required to assign a grievance category to the grievances received from their parents. Add Category: Grievance category can be added by clicking on “Add New” Button (snapshot is given above). The grievance code has already been generated by the system. Code could not be change. It is always generated by the system. Select Monitoring Category from list, fill category description and fill redress time of grievance (not mandatory). Click on submit button to save grievance category. Modify Grievance Category Description: Description can be change by Edit option which is placed at grievance category list. Reports: This option helps you in generating various statistical reports. These reports can be generated based on different period and domains (Local, DPG/DPG or Parent) Query Based Report: This report can customized by user as per requirement. Report can be filter by:         Date Grievance received from (Source) Grievance forwarded to (Subordinate) Type of forwarding by nodal agencies (DPG/DARPG) Grievance category VIP reference Whether is Ex-servicemen? State of complainant  Grievance current status Screenshot of query based report Choose filter as per requirement and click on submit button to generate report. All report can be export in pdf, excel and print at same time. Report can sort by column just click on column name like registration number, name, date etc. Age wise pendency report: Show all pending grievance by pending days. View grievance detail list by click on number of grievance. Subordinate-Age Wise Pendency Report This report show pending grievance with your subordinate organization. Report can filter by Section/div, only subordinate and both. You can choose multiple subordinate office(s) and generate report for long period or short period (snapshot given below). Progress Report This report shows progress of grievance by various grievance source. Subordinate Wise Feedback Report This report show grievance feedback rating by customer of all subordinate. Category Wise Report This report show data by Grievance Category. State Wise Received Report State wise report show Number of Bought forward, Receive During, Pending During, Disposed During data of grievance category for all state. Subordinate Wise Summary Report This report show grievance list of subordinate office(s). This report can be filter by grievance source and subordinate officer. VIP Reference Cases Report Here shows all referred cases by state minister, central minister, Prime Minister Office etc. Grievance Feedback This report show rating of grievance by graph.