The Ministry of Personnel, Public Grievances & Pensions provided an update on digital governance reforms through a parliamentary response. From January 1 to July 15, 2026, the Centralised Public Grievance Redress and Monitoring System (CPGRAMS) received 1,520,576 public grievances, with central ministries and departments achieving an average disposal time of 13 days, significantly below the mandated 21-day timeline established by Comprehensive Guidelines issued in August 2024.
The government has implemented multiple digital initiatives to improve administrative efficiency. The 10-Step CPGRAMS Reforms and operationalization of a Review Meeting Module facilitate periodic oversight by senior officers. For pension administration, the Bhavishya system provides end-to-end online processing of pension cases from application to electronic Pension Payment Order (PPO) issuance with single e-signature verification, enabling real-time tracking by retiring employees. The Digital Life Certificate (Jeevan Pramaan) uses Aadhaar-based biometric authentication for annual verification, with system-driven record updates to Pension Disbursing Authorities and SMS acknowledgements to pensioners.
The Centralized Pension Grievances Redress and Monitoring System (CPENGRAMS) provides an online platform for grievance registration, tracking, and resolution for pension-related matters. Most recently, on May 30, 2026, the government launched an AI-enabled CPGRAMS chatbot called 'Samadhan Didi' that supports multilingual voice-based grievance registration in all 22 official languages, uses artificial intelligence to identify appropriate ministries and grievance categories, and routes grievances accurately to concerned Grievance Redressal Officers. Additionally, the Department of Pension & Pensioners' Welfare is developing a new 'Improving Pensioners' Welfare' scheme to create a unified pensioner portal for centralized access.
This information was formally presented by Dr. Jitendra Singh, Minister of State with independent charge for Science & Technology; Earth Sciences; PMO; Personnel, Public Grievances and Pensions; Atomic Energy; and Space, in a written reply to the Lok Sabha.