What happened: CPGRAMS reforms, timelines, and review module
The Government, through the Ministry of Personnel, Public Grievances and Pensions, reported a set of measures to strengthen the Centralised Public Grievance Redress and Monitoring System (CPGRAMS). The reported measures aim to improve the efficiency, quality, and accountability of public grievance redressal by combining process reforms, time-bound guidelines, and structured review by senior officers.
The main reported initiatives are:
• 10-Step CPGRAMS Reforms: The Government stated that implementation of the 10-Step CPGRAMS Reforms is being used to strengthen CPGRAMS functioning.
• Comprehensive Guidelines for Effective Redressal of Public Grievances (August 2024): The Government issued comprehensive guidelines with the aim to reduce the grievance redressal timeline from 30 days to 21 days.
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