DOPT AR 0607 English Print.pmd - Jeywin

MINISTRY OF PERSONNEL, PUBLIC GRIEVANCES & PENSIONS
decision making. It will also aid in establishing a clear foundation and expectations
in terms of developing responsibility, integrity and, thus, increasing overall
productivity, which is essential for Good Governance.
7.1 ISTM would structure the training design, training material and provide overall
coordination and logistical functions. The training design and content will be designed
in collaboration with the line ministries/departments. The CS Division of DoPT which
is the cadre controlling authority would be responsible for intimating (well in advance)
and nominating the officers for orientation training to ISTM. It will also coordinate
with the line departments/ministries for release of the officers nominated. At the
outset, the Pilot Project would be implemented in five ministries/departments namely:
Department of Administrative Reforms and Public Grievances, Department of
Personnel and Training, Ministry of Health, Ministry of Defence and Ministry of
Rural Development. ISTM has been entrusted with the assignment.
PUBLIC GRIEVANCES (APRIL 2008 TO MARCH, 2009)
8 The work of formulation of Policy on ‘Public Grievances’ and installing of an
institutional framework for redress of public grievances in Government of India
was entrusted to this Department as a new activity in December 1987. As per
Allocation of Business Rules the Department is responsible for Policy and
Coordination of issues relating to (a) Redress of Public Grievances in general and
(b) Grievances pertaining to central government agencies.
8.1 Over the years the function of PG has increased in complexity and significance
particularly after the coming in to effect of the Right to Information Act 2005. From
its simple beginnings through issue of Policy Guidelines on PG, the scope of Public
Grievances today envisages introduction of the concept of quality management in
Service Delivery by all central government agencies. As in 2008-09 the following
comprise the dimensions of activity relating to the function of public grievances in
Government of India.
8.2 An internet based Centralized Public Grievance Redress and Monitoring System
(CPGRAMS) is functional in 90 central ministries / departments / organisations
since June 2007 The CPGRAMS has many facilities for the citizens like lodging
complaints online and getting a unique registration number for further reference.
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