(GIST OF YOJANA) Public Grievance Mechanism in India [FEB-2018]


(GIST OF YOJANA) Public Grievance Mechanism in India

[FEB-2018]


Public Grievance Mechanism in India

The Public Grievance Mechanism of the Prime Minister's Office (PMO), the President's Secretariat, the Directorate of Public Grievances
(Cabinet Secretariat), Department of Administrative Reforms & Public Grievances (DARPG) as well as the Pensioners' portal have been integrated through the CPGRAMS. This enables grievances lodged at any of these entities to be transferred to the Central Ministries /Departments and State Governments online through CPGRAMS. The DARPG is the policy making, monitoring and coordinating department for public grievances. Its mandate arises from the Allocation of Business Rules 1961. These rules have allocated the work relating to (a) redress of public grievances in general and (b) grievances pertaining to Central Government agencies to DARPG Further, grievances are required to be redressed in a decentralized manner by the Ministries/Departments concerned under the Rules.

Disposal Rate

In order to have a single pan India Public Grievance Redressal System, and to ensure that the citizen's experience is satisfactorily uniform, it is necessary that the State Public Grievance Redressal Systems also need to be integrated with CPGRAMS The State related grievances lodged on CPGRAMS can then be handled in an integrated and effective manner because, while many States are using CPGRAMS, some States have their individual grievance redressal mechanisms. The CPGRAMS is nationally linked to all the State Governments. It is important to note that State Government related grievances received in CPGRAMS are only forwarded to the concerned State Government for redress, but are not monitored by the Centre. The CPGRAMS with local language interface, has so far been launched in 9 State Governments/Union Territories, namely, Haryana, Odisha, Rajasthan, Mizoram, Meghalaya, Uttarakhand, Jharkhand, Punjab and Puducherry.

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Grievance Analysis

Keeping the above in view, a Grievance Analysis Study was conducted through Quality Council of India for identifying grievance prone areas, undertake root cause analysis and to recommend systemic reforms in respect of top 20 grievance receiving Ministries/Departments/ Organizations listed on the CPGRAMS portal. The Study identified 81 Reforms to be done for more effective grievance redressal and the Reports were duly circulated to the concerned Ministries/Departments/ Organizations. A Project Management Unit (PMU) has been put in place for monitoring the reforms. Out of the 81 reforms recommended, 35 have been implemented by the concerned Ministries/Departments. Some of the notable reforms introduced are: automatic refunds on cancellation of Railway Tickets, Single Window Pension through disbursing Banks, intensive mechanized cleaning of coaches, e-verification of Income Tax Returns, expeditious
Income Tax Returns upto Rs.50,000/-, etc.

Award Scheme

The DARPG has also launched an Award Scheme as an incentive for recognising outstanding performance in redressal of public grievances through issue of Certificate of Appreciation on a quarterly basis. The Scheme not only takes into consideration the number of grievances disposed by the Ministries/ Departments/ Organizations, but also the feedback of the petitioners whose grievances have been closed. Till now, 21 Certificates of Appreciation have been issued. During 2016-2017 certificates of appreciation were issued to 12 Ministries/Departments.

Citizen’s Charter

The Citizen's/Client's Charter, is another tool for good governance This is a written declaration by a Government department that highlights the standards of service delivery that it subscribes to, the availability of choice for consumers, avenues for grievance redressal and other related information. It is a set of commitments made regarding the standards of service which it delivers. Ultimately, the aim of these initiatives is to build trust with the citizen through effective and speedy redressal of the grievances in order to pave the way for good governance. The effort to usher in an era of Sushasan has begun on a very promising note. However, it is also important to understand that governance is an area where the citizen too has a specific role to play at every given point.

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