DOPT AR 0607 English Print.pmd - Jeywin

DEPARTMENT OF ADMINISTRATIVE REFORMS & PUBLIC GRIEVANCES
DARPG. The ministries / departments can also open accounts of their subordinate
offices through this system thereby facilitating access to CPGRAM software by all
field units as well.
9.1 During 2008-09 to ensure implementation of CPGRAM System in all Ministries /
Departments and its effective usage, an Action Plan was drawn up to complete this
activity in a time bound manner. As per this Plan monthly meetings of 20 to 25
ministries under the Chairmanship of Additional Secretary are organised in which
grievances of these ministries / departments are reviewed and progress of CPGRAM
is monitored. Wherever needed, training with the help of NIC is organized for better
utilization of this System. 90 ministries / departments are currently utilizing the
CPGRAM System. Operational Training Sessions were also organized by DARPG
in August and September 2008. Also in September and October 2008, on the request
of the Banking Division, Department of Financial Services, zonal training was
organized in New Delhi, Kolkata, Bangalore and Mumbai for all the nationalized
banks and the Banking Ombudsmen.
9.2 Meetings of Directors of Public Grievances in ministries / departments were
organized on 24 April, 22 May and 20 August 2008. These meetings were chaired
by the Additional Secretary (AR&PG). In all these meetings the implementation of
CPGRAM and the pending public grievances were reviewed, grievance prone areas
identified and departments were advised for effecting systemic changes to capture
growth of grievances. The CPGRAM Systems now provides a facility for the citizen
to directly send their grievances to the concerned ministry / department. To ensure
responsiveness from the ministries / departments the System provides a handy
tool for Directors of Public Grievances (Joint Secretary level officers) in each ministry/
department to monitor grievances. The System provides suggestive categories
under which the ministries/departments can categorise the grievances for making
systemic improvements. From 1 April, 2008 to 30 March, 2009, the quantum of
grievances handled by the CPGRAM system was 60,174 out of which 22,787 were
for DARPG and 37,387 were for other ministries / departments .
9.3 D.O. letters from Secretary (AR&PG) to all Secretaries / Heads of Departments in
Government of India have been written requesting them to review the grievances
pending in their ministry / department for prompt redress and action in a time bound
manner for further utilization and implementation of the CPGRAM.
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