The Government has implemented comprehensive reforms to strengthen the Centralised Public Grievance Redress and Monitoring System (CPGRAMS), as disclosed in a Parliament reply by Dr. Jitendra Singh, Minister of State for Personnel, Public Grievances and Pensions. Key technological enhancements include the adoption of next-generation technologies, integration with Bhashini for multilingual grievance registration and translation, operationalization of a Feedback Call Centre, mobile application availability, Common Service Centres access, and the launch of 'Samadhan Didi' - an AI-powered multilingual voice-first chatbot for grievance registration.
The system has demonstrated significant operational efficiency, handling massive grievance volumes over the past three years. In 2023-24, CPGRAMS processed 17,37,599 receipts against 17,05,792 disposals with 1,06,024 pending and an average disposal time of 16 days. Performance improved in 2024-25 with 16,73,645 receipts, 17,17,570 disposals, 62,099 pending, and 15-day average disposal time. Further improvement was seen in 2025-26 with 18,33,972 receipts, 18,12,923 disposals, 83,148 pending, and 14-day average disposal time, reflecting the reduced prescribed disposal timeline from 30 days to 21 days.
Governance reforms include the introduction of the Grievance Redressal Assessment and Index (GRAI) to benchmark Ministry and Department performance, monthly CPGRAMS reports for transparency, capacity building of grievance officers through Sevottam, and integration with grievance portals of Central Ministries/Departments and States/UTs. The Comprehensive Guidelines on Handling of Public Grievances issued in August 2024 mandate dedicated Grievance Cells, appointment of experienced nodal officers, pendency monitoring, citizen feedback analysis, root cause analysis, and strengthened escalation mechanisms. A dedicated Review Meeting Module has been operationalized to facilitate senior-level review of public grievances.
CPGRAMS is among the early digital platforms using AI/ML-enabled dashboards for extensive data analysis including exploratory and predictive insights, priority categorization, repeat and spam identification, geographical analysis, trend analysis, and semantic search. Building on this foundation, the Government is developing NextGen CPGRAMS as an end-to-end digital public grievance platform leveraging emerging technologies including AI/ML to further enhance citizen experience and improve the grievance redressal system.