What happened: Government upgrades CPGRAMS using next-generation tools and new monitoring features

The Ministry of Personnel, Public Grievances and Pensions announced a set of measures to strengthen the Centralised Public Grievance Redress and Monitoring System (CPGRAMS), including technology upgrades, new performance benchmarks, and citizen-friendly grievance registration channels. The Government also announced changes aimed at reducing grievance disposal time, improving grievance-handling quality, and supporting senior-level review in CPGRAMS.

Key CPGRAMS reforms announced

The Government’s announced CPGRAMS strengthening measures include the following operational and technology steps:

Next-generation technologies to enhance CPGRAMS capabilities.Grievance Redressal Assessment and Index (GRAI) to benchmark the performance of Ministries and Departments.Monthly publication of CPGRAMS reports for transparency and monitoring.Capacity building of grievance officers through Sevottam.Integration of CPGRAMS with grievance portals of Central Ministries/Departments and States/Union Territories (States/UTs).Multilingual grievance registration and translation facility through integration with Bhashini.Operationalisation of a Feedback Call Centre.Access to CPGRAMS through a mobile application and through Common Service Centres (CSCs).Reduction of the prescribed grievance disposal timeline from 30 days to 21 days.Launch of “Samadhan Didi”, an AI-powered multilingual voice-first chatbot for grievance registration.

What changed on grievance quality: dedicated grievance cells and stronger escalation

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