डीएआरपीजी ने जुलाई 2026 के लिए सीपीग्राम्स रिपोर्ट जारी: 2.16 लाख शिकायतें हुईं निराकृत

31 Aug डीएआरपीजी ने जुलाई 2026 के लिए सीपीग्राम्स रिपोर्ट जारी: 2.16 लाख शिकायतें हुईं निराकृत

✎ CPGRAMS is a citizen-centric grievance redressal platform under DARPG, governed by a 10-step process, integrated with CSCs, and assessed via the GRAI to ensure timely and efficient resolution of public grievances.

Subject Relevance — Where This Topic Fits

• GS Paper II — Governance, Transparency and Accountability  |  GS Paper III — Technology and Governance
• Prelims: CPGRAMS, DARPG, Grievance Redressal Mechanism, Government Process Re-engineering, Citizen Centric Governance, Public Grievances, Service Delivery Metrics
• Essay: Governance reforms and citizen-centric administration, Role of technology in enhancing public service delivery

Quick Revision: CPGRAMS is a citizen-centric grievance redressal platform under DARPG, governed by a 10-step process, integrated with CSCs, and assessed via the GRAI to ensure timely and efficient resolution of public grievances.

Why is this in the news?

The Department of Administrative Reforms and Public Grievances (DARPG) released the 51st monthly report of the Centralised Public Grievance Redress and Monitoring System (CPGRAMS) for July 2026, highlighting the performance of central ministries and departments in grievance redressal. The report underscores the sustained improvement in grievance resolution efficiency, with over 2.16 lakh complaints redressed in July 2026, marking the 49th consecutive month of exceeding one lakh monthly redressals at the Central Secretariat level. The report also introduces the Grievance Redressal Assessment and Index (GRAI) for July 2026, ranking ministries based on performance metrics.

Background

• The Centralised Public Grievance Redress and Monitoring System (CPGRAMS) was launched by the Department of Administrative Reforms and Public Grievances (DARPG) under the Ministry of Personnel, Public Grievances and Pensions to facilitate a single-window platform for citizens to lodge grievances against central government ministries and departments.
• CPGRAMS operates on a 10-step grievance redressal process, including registration, acknowledgment, forwarding, resolution, and appeal, with defined timelines to ensure timely redressal.
• The Grievance Redressal Assessment and Index (GRAI) was introduced to rank ministries and departments based on their grievance redressal performance, encouraging competitive improvement across government entities.
• The system is integrated with Common Service Centres (CSCs), extending its reach to over 5 lakh CSCs and 25 lakh Village Level Entrepreneurs (VLEs) across India, ensuring accessibility even in remote areas.
• The Review Meeting Module, implemented from July 14, 2025, mandates monthly reviews of public grievances at the Secretary level, enhancing accountability and efficiency in redressal mechanisms.

What is CPGRAMS?

• CPGRAMS is a web-based portal launched by the Government of India to provide a unified platform for citizens to lodge grievances against central ministries, departments, and autonomous bodies, ensuring transparency and accountability in public service delivery.
• The system functions under the framework of the Department of Administrative Reforms and Public Grievances (DARPG), Ministry of Personnel, Public Grievances and Pensions.
• CPGRAMS operates on a structured 10-step process: registration, acknowledgment, forwarding to the concerned ministry/department, resolution within stipulated timelines, appeal, and final closure, with escalation mechanisms for unresolved grievances.
• The portal is integrated with the Central Secretariat, ensuring seamless tracking and monitoring of grievances across government entities.
• CPGRAMS is accessible in multiple languages, including Hindi and English, and is linked with Common Service Centres (CSCs) to enhance accessibility in rural and remote areas, with over 5 lakh CSCs and 25 lakh VLEs facilitating grievance lodging.
• The system employs a Grievance Redressal Assessment and Index (GRAI) to rank ministries and departments based on performance metrics such as resolution time, pendency, and user satisfaction, fostering a culture of competitive excellence in public service delivery.
• CPGRAMS also includes a Review Meeting Module, implemented from July 14, 2025, which mandates monthly reviews of public grievances at the Secretary level, ensuring high-level oversight and accountability in grievance redressal.
• The portal provides real-time data on grievance registration, resolution, and pendency, enabling citizens to track the status of their complaints and ensuring transparency in the redressal process.

Key Features

Feature	Significance
51st Monthly CPGRAMS Report (July 2026)	Provides a quantitative and qualitative assessment of grievance redressal performance across Central Ministries/Departments, enabling evidence-based governance and accountability.
Grievance Redressal Index (GRAI)	Ranks ministries/departments based on efficiency and effectiveness of grievance resolution, fostering competitive improvement in public service delivery.
CPGRAMS Portal Integration with CSC	Expands accessibility of grievance redressal to rural and remote areas via 5 lakh+ Common Service Centres, enhancing citizen-centric governance.
Review Meeting Module (July 2025 onwards)	Institutionalises senior-level oversight (Secretary-level) for grievance redressal, ensuring high-priority resolution and reducing pendency.
Average Grievance Resolution Time (12 days)	Demonstrates procedural efficiency and adherence to the 30-day statutory timeline for grievance redressal under the CPGRAMS framework.

Why it Matters

Governance & Accountability

• Establishes a transparent mechanism for monitoring public grievance redressal, aligning with the principles of Good Governance as outlined in the Constitution (Article 41, Directive Principles of State Policy).
• Enhances citizen trust in administrative processes by demonstrating measurable performance improvements across ministries.
• Facilitates data-driven policy interventions to address systemic bottlenecks in public service delivery.

Digital Public Infrastructure

• Demonstrates the scalability of digital governance tools (CPGRAMS) in integrating with grassroots-level service delivery networks (CSC ecosystem).
• Highlights the role of technology in reducing transaction costs and improving accessibility for citizens, particularly in rural and underserved regions.

Administrative Efficiency

• Showcases the effectiveness of the 10-step CPGRAMS redressal process in reducing pendency and improving resolution quality.
• Illustrates the impact of institutional mechanisms (e.g., Review Meeting Module) in accelerating grievance resolution at the highest administrative levels.

Challenges

1. Pendency and Backlog

• Despite improvements, 83,866 grievances remained pending as of July 2026, indicating the need for sustained efforts to reduce backlog.
• Appeal pendency (17,219 cases) suggests potential gaps in first-level resolution quality, necessitating stricter adherence to timelines.

UPSC Link: GS-II: Public Administration – Grievance Redressal Mechanisms

2. Regional Disparities in Access

• New user registrations are concentrated in a few states (Uttar Pradesh, West Bengal, Maharashtra), reflecting uneven digital literacy and awareness.
• Rural and remote areas, despite CSC integration, may still face challenges in accessing grievance redressal due to connectivity or infrastructure gaps.

UPSC Link: GS-II: Governance – Digital Divide and Inclusion

3. Quality vs. Quantity Trade-off

• Achieving high resolution volumes (2,16,827 cases) may risk compromising resolution quality, as evidenced by the need for appeals.
• Balancing speed and thoroughness in grievance redressal remains a persistent challenge for administrative agencies.

UPSC Link: GS-II: Public Administration – Service Delivery

4. Institutional Capacity Constraints

• The Review Meeting Module, though effective, requires sustained administrative commitment to maintain its impact.
• Ministries with fewer grievances (Group B) may lack dedicated resources for grievance redressal, leading to inconsistencies in performance.

UPSC Link: GS-II: Public Administration – Bureaucratic Reforms

Challenges — UPSC Perspective

Issue	Concern
Pendency in Grievance Redressal	High backlog (83,866 cases) undermines citizen trust and delays justice.
Appeal Pendency	17,219 pending appeals indicate potential flaws in first-level resolution quality.
Regional Imbalance in Access	Concentration of registrations in select states highlights digital divide in grievance redressal.
Quality vs. Speed Trade-off	High resolution volumes may compromise thoroughness, necessitating balanced approaches.
Resource Allocation Gaps	Ministries with fewer grievances may lack dedicated staff for effective redressal.

Way Forward

• Strengthen the Review Meeting Module by mandating bi-monthly reviews for all ministries with high pendency.
• Expand digital literacy campaigns in states with low CPGRAMS registrations to improve accessibility.
• Introduce automated reminders and escalation mechanisms for grievances nearing statutory deadlines.
• Enhance the GRAI framework to include citizen feedback metrics for a more holistic performance assessment.
• Develop a mentorship program where high-performing ministries guide others in best practices for grievance redressal.
• Integrate CPGRAMS with other digital governance platforms (e.g., UMANG) to streamline multi-channel grievance submission.
• Conduct periodic audits of CSC integration to identify and address infrastructure gaps in rural areas.

UPSC Value Addition

Prelims Practice Questions

Q1. Consider the following statements regarding the Centralised Public Grievances Redressal and Monitoring System (CPGRAMS):
1. CPGRAMS is administered by the Department of Administrative Reforms and Public Grievances (DARPG).
2. The Grievance Redressal Assessment and Index (GRAI) ranks ministries/departments based on the number of grievances received.
3. CPGRAMS integrates with Common Service Centres (CSCs) to facilitate grievance registration at the grassroots level.
4. The system mandates that all grievances must be resolved within 30 days of registration.

How many of the above statements are correct?

1. Only one
2. Only two
3. Only three
4. All four

Answer: Only three — Statements 1, 2, and 3 are correct. Statement 4 is incorrect as the resolution timeline varies and is not universally fixed at 30 days.

Q2. Assertion (A): The Department of Administrative Reforms and Public Grievances (DARPG) publishes a monthly performance report on grievance redressal by central ministries.
Reason (R): The reports aim to enhance transparency and accountability in public service delivery.

Options:
A. Both A and R are true, and R is the correct explanation of A.
B. Both A and R are true, but R is NOT the correct explanation of A.
C. A is true, but R is false.
D. A is false, but R is true.

Answer: ? — Both A and R are true, and R correctly explains A as the reports are designed to improve transparency and accountability in grievance redressal.

Q3. Match the following columns related to the Grievance Redressal Assessment and Index (GRAI) rankings for July 2026:

Column I (Ministry/Department) | Column II (Category)
1. Department of Posts | A. Group A (500 or more grievances)
2. Ministry of Development of North Eastern Region | B. Group B (less than 500 grievances)
3. Department of Telecommunications | C. Top performer in Group A
4. Ministry of Textiles | D. Top performer in Group B

Options:
A. 1-C, 2-D, 3-C, 4-D
B. 1-C, 2-D, 3-A, 4-B
C. 1-A, 2-B, 3-A, 4-B
D. 1-A, 2-D, 3-C, 4-B

Answer: ? — Correct matches: 1-C (Department of Posts ranked top in Group A), 2-D (Ministry of Development of North Eastern Region ranked top in Group B), 3-C (Department of Telecommunications ranked top in Group A), 4-D (Ministry of Textiles ranked top in Group B).

Mains Practice Question

✍ The Centralised Public Grievances Redressal and Monitoring System (CPGRAMS) has evolved into a robust mechanism for citizen-centric governance in India. Critically examine its institutional framework, operational mechanisms, and the role of performance metrics such as the Grievance Redressal Assessment and Index (GRAI) in enhancing administrative accountability. Also, analyse the challenges in ensuring timely redressal of grievances and suggest measures for further improvement. (15 Marks)

Approach: MODEL-ANSWER SKELETON:

1. **Institutional Framework of CPGRAMS**:
– Administered by the Department of Administrative Reforms and Public Grievances (DARPG) under the Ministry of Personnel, Public Grievances and Pensions.
– Legal basis: No specific statute; operationalised through executive directives and digital governance policies.
– Integration with Common Service Centres (CSCs) and 5 lakh+ CSCs across India, facilitating grassroots access.

2. **Operational Mechanisms**:
– 10-step grievance redressal process: registration, acknowledgment, departmental assignment, investigation, resolution, and closure.
– Monthly performance reports (e.g., July 2026 report) track metrics like resolution time, pending grievances, and user registrations.
– Review mechanism: Secretary-level review meetings (398 held by July 2026) to monitor progress and address systemic issues.

3. **Role of GRAI**:
– Grievance Redressal Assessment and Index (GRAI) ranks ministries/departments based on grievance volume and resolution efficiency.
– July 2026 rankings: Group A (500+ grievances) — Department of Posts, Department of Telecommunications, and Financial Services Department (Insurance Division) topped; Group B (less than 500 grievances) — Ministry of Development of North Eastern Region, Department of Official Language, and Ministry of Textiles topped.
– Purpose: Incentivises performance, fosters competition, and identifies lagging departments for targeted interventions.

4. **Challenges in Timely Redressal**:
– Volume of grievances: July 2026 saw 2,20,909 new cases, with 83,866 pending.
– Complexity of grievances: Multi-departmental issues require inter-ministerial coordination.
– Resource constraints: Limited manpower and technological gaps in some ministries.
– Public awareness: Despite 1,07,186 new registrations in July 2026, awareness remains uneven across states (e.g., Uttar Pradesh: 17,819 registrations; Bihar: 8,923 registrations).

5. **Measures for Improvement**:
– Strengthen inter-ministerial coordination through dedicated grievance cells.
– Leverage AI and data analytics to predict grievance trends and allocate resources proactively.
– Expand public awareness campaigns, particularly in low-registration states.
– Mandate real-time tracking of grievances with SMS/email updates to citizens.
– Institutionalise third-party audits of grievance redressal quality.

6. **Conclusion**:
– CPGRAMS exemplifies India’s commitment to citizen-centric governance but requires systemic reforms to address structural challenges. Performance metrics like GRAI are vital tools for accountability, yet their effectiveness depends on robust implementation and continuous monitoring.

Source: PIB (Press Information Bureau)

---

Generated by AanyaAi for educational purpose.

---

Related guides on our sites

• Best economics services coaching
• Anthropology VS PSIR
• Best PSIR optional coaching
• Best PSIR optional coaching online