States and Union Territories in India have successfully resolved 69,523 grievances in July 2023, resulting in a significant reduction in pending cases to 1,79,077, according to the Ministry of Personnel. This information was released in the 12th monthly report on states and UTs by the Department of Administrative Reforms and Public Grievances (DARPG). The report analyzes the types and categories of public grievances and their resolutions.
The DARPG has introduced a ranking system for states and UTs based on their performance on the Centralized Public Grievance Redressal and Monitoring System (CPGRAMS) portal since May 2023. The rankings aim to help states and UTs improve and streamline their grievance redressal systems by providing a comparative assessment. The ranking criteria include the quality and timely disposal of grievances.
In the North-Eastern states category, Sikkim, Assam, and Arunachal Pradesh secured the top three rankings. In the Union Territories category, Lakshadweep, Andaman and Nicobar, and Ladakh were the top performers. Uttar Pradesh, Jharkhand, and Rajasthan were ranked among the top three states with grievances fewer than or equal to 20,000, while Telangana, Chhattisgarh, and Kerala performed well in states with grievances exceeding 20,000.
To further enhance communication between citizens and authorities, the DARPG has integrated an artificial intelligence-based language tool called Bhashini with the CPGRAMS portal. This integration allows Grievance Redressal Officers (GROs) to translate regional language grievance texts into English. Citizens will now have the option to view the final reply in both English and their native language.
The report also highlights the success of the BSNL Call Centre, which collected feedback from 1,00,186 citizens in July, the highest number since its establishment. Approximately 35% of citizens gave outstanding and very good ratings for the resolution of their grievances.
The efficient resolution of grievances by states and UTs not only improves the overall functioning of the government but also ensures better satisfaction among citizens. The integration of language tools and the emphasis on timely resolution through ranking systems further contribute to an effective grievance redressal system.
The Ministry of Personnel’s initiative to track and evaluate the performance of states and UTs in addressing public grievances demonstrates the government’s commitment to improving governance and public service delivery. By identifying best practices and areas for improvement, this initiative will create a more responsive and efficient administration across the country.
