PARLIAMENT QUESTION: CENTRALIZED PUBLIC GRIEVANCE REDRESS AND MONITORING SYSTEM

1. At a Glance

CPGRAMS is the Government of India's online platform for citizens to lodge grievances against any Central Ministry/Department/State Government on service delivery [S1].
Administered by the Department of Administrative Reforms & Public Grievances (DARPG), Ministry of Personnel, PG & Pensions [S1].
Frequently tested in Prelims (governance schemes) and Mains GS-II (citizen charters, e-governance, accountability).

2. Why in the News

PIB (11 Feb 2026) Parliament Question reply: as on 31.01.2026, average disposal time for Central Ministries was 15 days, against the prescribed 21-day CPGRAMS timeline [S1].
For calendar 2025, average disposal time on CPGRAMS = 15 days for Central Ministries/Departments [S1].
47th Monthly Report on CPGRAMS released by DARPG for March 2026 [S2].

3. Background & Evolution

Launched by DARPG with NIC in 2007 as a 24x7 web portal (pgportal.gov.in).
Dec 2021: MoU with IIT Kanpur to inject AI/ML into CPGRAMS [S2].
Mar 2021 onwards: rollout of CPGRAMS 7.0, mapping last-mile grievance officers and skipping intermediate hops [S2].
2023: launch of IGMS 2.0 (Intelligent Grievance Monitoring System) Dashboard & Tree Dashboard by Dr. Jitendra Singh [S2].
Prescribed timeline progressively reduced — from 60 → 45 → 30 → currently 21 days [S1].

4. Core Static Facts

Implementing body: DARPG, Ministry of Personnel, Public Grievances & Pensions [S1].
Technical partner: NIC; AI partner: IIT Kanpur (MoU 14 Dec 2021) [S2].
Portal: pgportal.gov.in; integrated with UMANG and CSCs (Common Service Centres) [S2].
Prescribed redressal timeline: 21 days [S1].
Average disposal time: 32 days (2021) → 18 days (2023) → 15 days (2025 & Jan 2026) [S1][S2].
Excluded subjects: subjudice cases, RTI, religious matters, suggestions, personal/family disputes.
CPGRAMS Mobile App full rollout planned by March 2024; Anuvadini AI used for regional language translation of CPGRAMS reports [S2].
CPGRAMS 7.0 adopted in Gujarat as first State-level integrated rollout [S2].

5. Multi-Dimensional Analysis

Administrative - States/UTs grievances routed to State Nodal Officers; pendency captured State-wise [S1]. - Last-mile officer mapping under 7.0 eliminates intermediate forwarding delays [S2].

Scientific / Technological - IGMS 2.0 uses AI/ML for automated categorisation, root-cause analysis, spatial (district-wise) dashboards [S2]. - Tree Dashboard gives hierarchical drill-down of filed vs disposed grievances [S2].

Ethical / Governance - Operationalises Article 350 (right to representation) and Sevottam framework on citizen-centric governance. - Feedback call-centre & appeal mechanism strengthen accountability [S2].

Social - CSC–CPGRAMS convergence extends access to rural, non-digital citizens [S2]. - Multilingual via Anuvadini AI addresses linguistic equity [S2].

6. Recent Developments (last 12-18 months)

Feb 2026: Parliament Q&A confirms 15-day disposal vs 21-day SLA [S1].
Apr 2026: 47th Monthly CPGRAMS Report (for March 2026) released [S2].
Jul 2025: 39th Monthly Report on CPGRAMS released [S2].
2024: 3 years of reforms — 70 lakh grievances disposed [S2].

7. Prelims Hooks

CPGRAMS is administered by DARPG, under Ministry of Personnel, PG & Pensions — not MeitY [S1].
Prescribed grievance disposal timeline = 21 days [S1].
Average disposal time as on 31.01.2026 = 15 days [S1].
AI/ML partner of DARPG for CPGRAMS = IIT Kanpur (MoU Dec 2021) [S2].
AI translation tool used = Anuvadini [S2].
Current CPGRAMS version = 7.0; first State integrated = Gujarat [S2].
IGMS 2.0 = Intelligent Grievance Monitoring System dashboard [S2].
Portal URL: pgportal.gov.in; integrated with UMANG & CSCs [S2].
Average disposal time fell from 32 days (2021) → 18 (2023) → 15 (2025) [S2][S1].
DARPG releases Monthly Reports on Central Ministries/Departments performance (47th: March 2026) [S2].

8. Mains Relevance

GS-II: Governance — Citizen Charters, transparency & accountability, e-Governance.
GS-IV: Public service values; responsiveness as an administrative ethic.
Probable stems: 1. "Examine how CPGRAMS, augmented by AI tools like IGMS 2.0, has transformed citizen-government interface. What gaps remain?" 2. "Effective grievance redress is the litmus test of citizen-centric governance. Critically evaluate the CPGRAMS reform trajectory." 3. "Discuss the role of technology in operationalising the Sevottam framework with reference to CPGRAMS."

9. Related Topics to Study Next

Sevottam framework — parent service-delivery model for CPGRAMS.
Citizen Charters / Right to Public Services Acts — state-level analogues.
DigiLocker, UMANG, MyGov — sibling e-governance platforms.
2nd ARC Report (4th Report — Ethics in Governance) — recommended grievance reform.
Lokpal & Lokayuktas Act 2013 — distinguishes anti-corruption from service grievance.
RTI Act 2005 — adjacent transparency mechanism (explicitly excluded from CPGRAMS).
e-Office / Mission Karmayogi — civil services reform ecosystem.
NeGP / Digital India — umbrella governance digitisation.

10. Common Errors / Trap Areas

Confusing CPGRAMS (DARPG) with MeitY platforms like UMANG — wrong ministry trap.
Mixing CPGRAMS (service grievances) with Lokpal (corruption complaints) or RTI (information requests).
Citing 30 days as timeline — current prescribed limit is 21 days [S1].
AI partner is IIT Kanpur, not IIT Delhi/Madras [S2].
CPGRAMS is not a statutory body — it is an executive/administrative platform; no parent Act.

11. Sources

[S1] PIB — "Parliament Question: Centralized Public Grievance Redress and Monitoring System", 11 Feb 2026 — https://www.pib.gov.in/PressReleasePage.aspx?PRID=2226247 — (tier 1)
[S2] PIB — IGMS 2.0 launch, CPGRAMS 7.0 reforms, CPGRAMS Monthly Reports (PRID 1962142, 2007723, 2088830, 2252591, 2155022) — https://www.pib.gov.in/PressReleasePage.aspx?PRID=2252591 — (tier 1)