A Report on Centralised Public Grievance Redress And Monitoring System (CPGRAMS)

CPGRAMS is an online grievance mechanism launched in 2007 developed by NIC, in association with Directorate of Public Grievance (DPG) & Department of Public Reforms & Public Grievances (DARPG) amid to bring ease & effectiveness in the grievance redress. Under ‘Digital India’ this program is built to empower citizen with fast & positive redress.

Statistics for 2019 on the website of PGPortal told us that a total of 3,95,684 complains are raised out of which 3,53,395# have been disposed of till today.

Disposal includes the carry forward receipts of the previous year.

The question which came in our mind was that “How many complainants are satisfied with the resolution served by the departments?”

To understand this we filled an RTI requesting the DARPG for the Ministry/Department- wise user rating data of grievances given by users till today. The data which we received was shocking and reflects the performance of the government towards public grievances.

Below is the chart depicting the ratings given by citizens on the resolution provided to the grievances on PG Portal in 2016-19.

PG PORTAL GRIEVANCES RESOLUTION GRAPH

In total 3,52,342 rating was received in 2016-19 whereas total grievances launched is not shared with us. It is also necessary to understand that people are not keen to respond when they don’t get a positive response from the other end.

We find out that the Department of Telecommunications, Department of Financial Services (Banking Division), Department of Post & Ministry of Railways are among the poor performers providing a satisfactory resolution to the citizens.

Below is the chart depicting the ratings given by citizens to the specific department on the resolution received on there grievances at PG Portal in 2016-19

CPGRAMS itself admits that there are systematic problem areas in the grievance mechanism. It is saddening when governance itself admitting that the problems are archaic.

Challenges which government is facing are slackness in administration, low morale of the service, inherent inertia, the absence of incentives, lack of proper authority & accountability are the delay-breeders & the delay is the major factor that generates the grievances.

Offices/Linked autonomous organizations, emphasizes on disposal and not on the quality of disposal. There is high systemic tolerance for delay, poor work quality and non-accountability in everyday performance of functions.

Even knowing what is the root cause of dysfunction we are not been able to draw any substantial actions as solving the problems requires:

  • Political mandate.
  • Committed & strong executive
  • Willingness and capacity to take on vested interests in the system.

Unfortunately, today we lack all of the above as our political mandate fails to work on the fundamental problems which derail the will of public service in executives & are vesting intrust in the system by power & influence.

As same old fashioned ‘yahana aysa he chalta hai’ attitude possess the people who are operating the system, which makes it very difficult to overcome the real issues & satisfaction.

India is going through a digital transition if we keep on working blindly and not monitor the system & processes we are not just ready to direct the largest young workforce. As taxpayers of this country scream for the service to numb system support with such a low rate of performance we will be just adding burden to the judiciary.

Investigating the state of public grievance mechanism in India Government assessing public satisfaction.

-Kuldeep Dhyani, New Delhi, 22nd March 2019.