In the first month of 2024, Central Ministries/Departments redressed a total of 1,21,478 grievances, as per the Department of Administrative Reforms and Public Grievances (DARPG).
DARPG released 21st report on Centralized Public Grievance Redressal and Monitoring System (CPGRAMS) monthly report for January, 2024, providing a detailed analysis of types and categories of public grievances and the nature of disposal.
For the 18th month in a row, the monthly disposal crossed 1 lakh cases in the Central Secretariat. The Average Grievance Disposal Time in the Central Ministries/Departments for the month of January, 2024 is 16 days.
As per the report, in January, 2024, the BSNL Feedback Call Centre collected 91437 feedbacks. Out of the total feedbacks collected, ~41% citizens expressed satisfaction with the resolution provided to their respective grievances.
Further, 57217 feedbacks (62%) were collected for Central Ministries/Departments by the BSNL Feedback Call Centre, ~44% citizens expressed satisfaction with the resolution provided.
The report also provides the state-wise analysis on the grievances registered through Common Service Centres in January, 2024.
Key highlights of the DARPG’s monthly CPGRAMS report for January, 2024 for Central Ministries/ Departments:
1) PG Cases:
In January, 2024, 121671 PG cases were received on the CPGRAMS portal, 121478 PG cases were redressed and there exists a pendency of 71119 PG cases, as of 31st January, 2024
2) PG Appeals:
In January, 2024, 23142 appeals were received and 22084 appeals were disposed. The Central Secretariat has a pendency of 21891 PG Appeals at the end of January, 2024
3) Grievance Redressal Assessment and Index (GRAI) – January, 2024
As per the report, NITI Aayog, the Department of Revenue, and Department of Agriculture and Farmer Welfare are the top performers in the Grievance Redressal Assessment & Index within Group A for January, 2024
Further, the Ministry of Development of North Eastern Region, Ministry of Parliamentary Affairs, and Department of Legal Affairs are the top performers in the Grievance Redressal Assessment & Index within Group B for January, 2024.