Web based Centralized Public Grievance Redress and Monitoring System (CPGRAMS) was brought by Modi government to improve transparency in functioning of Government and bring accountability.
Features of CPGRAMs:
Objectives:
Challenges:
- It is implemented in all ministries and departments of Government of India and also with local languages software facility also provided called CPGRAMS – States.
- A Public Grievance call centre has been setup for receiving grievances by Public in Central Government for this Citizens charter about list of services should be updated regularly in websites.
- Due to this, all hierarchies, paperwork are removed and services are delivered to common man.
Features of CPGRAMs:
- CPGRAMs is an integrated application system based on web technology which aims at submission of grievances by Citizens from anywhere anytime.
- CPGRAMS provides generated unique registration number upon online submission of grievances from aggrieved citizens to concerned ministry through website.
- Automatic Online data transmission between ministries/organisations and subordinate organisation facilitated by CPGRAMS.
- It enhances speedy and effective redress of grievances.
- Monitoring of procedures by adopting comprehensive classification and standardization of grievances and redressal actions across governmental organisations.
- CPGRAMS also facilitate ministries/departments to enter the grievances received locally in their offices and to forward same to subordinate organisations online for ultimate redress.
- It facilitates monitoring pending grievances.
Objectives:
- To serve platform for giving information related to public grievance and to monitor the redress of these grievances.
- To enable citizens reach to lodge complaint online.
- To enable ministries/departments/ organisations to scrutinize and take action without delay.
- To enable citizens to keep track of status of complaint online.
- To eliminate physical forwarding of complaints to ministries/ departments concerned.
Challenges:
- Lack of Literacy
Lack of e-literacy among citizens to file a complaint online. - No rural access
Rural connectivity is less due to Broadband connections to rural areas could not access online services. - Cyber attack
There could be threat to cyber-attack for online portals. - Cost
Cost is one of the most important factor for maintaining CPGRAMS to manage we required skilled personnel and salaries and management is highly costly. - Resistant to change in people
People do not equip with innovation so easily they approach office and prefer paper work
