PARLIAMENT QUESTION: DIGITAL GRIEVANCE REDRESSAL THROUGH CENTRAL PLATFORMS

1. At a Glance

CPGRAMS = Centralised Public Grievance Redress and Monitoring System; flagship 24×7 online platform of DARPG, Ministry of Personnel, PG & Pensions linking all Central Ministries/Departments and States/UTs [S1][S3].
Subject of a Lok Sabha/Rajya Sabha reply dated 18 March 2026 disclosing grievance volumes (1.11 crore over 2021–Feb 2026) and disposal performance [S1].
Relevant for GS-II governance / e-governance / citizen charter themes and Prelims facts on schemes & ministries.

PIB Parliament reply, 18 March 2026 by Ministry of Personnel: avg. disposal time 15 days in 2025; 82.1% disposed within prescribed 21-day timeline [S1].
DARPG released 47th Monthly Report (March 2026) on Central Ministries' CPGRAMS performance [S4].
CPGRAMS recognised as a best practice in the Commonwealth Secretaries of Public Service meeting outcome statement [S5].

CPGRAMS launched 2007 by DARPG as central online grievance portal [S3].
Sevottam framework (2005-06) — generic public-service-delivery excellence framework: Citizen's Charter + Grievance Redress + Capability Building [S6].
CPGRAMS 7.0 rolled out; 10-Step Reforms launched 2022 to deepen quality & cut timelines [S6][S7].
Mobile app fully rolled out by March 2024; integrated with UMANG and CSCs [S7].

Implementing body: Department of Administrative Reforms and Public Grievances (DARPG), under Ministry of Personnel, Public Grievances & Pensions [S1].
Channels: CPGRAMS web portal, dedicated mobile app (Play Store), UMANG app, Common Service Centres (CSCs) [S3][S7].
Prescribed disposal timeline: 21 days [S1][S3].
Languages: available in all 22 Scheduled Languages, using Anuvadini AI translation tool [S6][S7].
Grievance volumes (CPGRAMS) [S1]:
2021 — 20,00,590
2022 — 19,18,238
2023 — 19,53,057
2024 — 26,15,321
2025 — 22,78,256
2026 (up to 28.02.2026) — 4,23,922
Total: 1,11,89,384
Performance 2025: avg. 15 days disposal; 82.1% within 21 days [S1].
10-Step Reforms components: Universalisation of CPGRAMS 7.0, AI integration, multilingual access, GRAI (Grievance Redressal Assessment & Index), Feedback Call Centre, One Nation–One Portal, CSC integration, Sevottam capacity building, Data Strategy Unit, Monthly Progress Reports [S6].

Administrative / Governance: Single-window redressal across Centre, States/UTs and 90+ Ministries; monthly performance ranking via DARPG reports drives competitive federalism [S4][S8].
Technological: Use of NextGen AI (root-cause analysis, auto-routing), Anuvadini for translation, integration with UMANG/CSC for last-mile access [S6][S7].
Citizen-Centric / Ethical: Operationalises citizen's right to be heard under Sevottam; Feedback Call Centre captures satisfaction post-disposal [S6].
Federal: States/UTs onboarded onto CPGRAMS 7.0 (e.g., Gujarat pilot) — promotes "One Nation–One Portal" vision [S7].
Data / Evidence-Based Policy: Data Strategy Unit does root-cause analysis to feed systemic reforms; GRAI ranks Ministries/States [S6][S8].

18 Mar 2026 — Parliament reply: 2025 disposal stats released [S1].
March 2026 — 47th Monthly Report on Central Ministries' CPGRAMS performance [S4].
July 2025 — 36th State/UT report & 39th Central Ministries report released [S2].
May 2025 — 34th State/UT monthly report [S8].
2024 — Recognition as best practice by Commonwealth Secretaries of Public Service [S5].
2024 — Full rollout of CPGRAMS mobile app; CSC–CPGRAMS collaboration scaled [S7].

CPGRAMS administered by DARPG, under Ministry of Personnel, PG & Pensions — not Ministry of Home Affairs [S1].
Prescribed redressal timeline: 21 days [S1].
Average disposal time in 2025: 15 days [S1].
82.1% grievances disposed within timeline in 2025 [S1].
CPGRAMS launched in 2007; latest version CPGRAMS 7.0 [S3][S7].
10-Step Reforms rolled out from 2022 [S6].
Available in all 22 Scheduled Languages via Anuvadini AI tool [S7].
Filing channels include web portal, mobile app, UMANG app, CSCs [S3].
GRAI = Grievance Redressal Assessment & Index, by DARPG [S6][S8].
Sevottam = framework with 3 modules — Citizen's Charter, Grievance Redress, Capability Building [S6].
Recognised as best practice by Commonwealth Secretaries of Public Service [S5].
Total grievances 2021–Feb 2026: ~1.12 crore [S1].

GS-II — "Government policies and interventions for development"; "e-governance — applications, models, successes, limitations, potential"; "Citizens' charters, transparency & accountability".
Possible stems: 1. "Discuss how the 10-Step Reforms under CPGRAMS are leveraging emerging technologies to deepen citizen-centric governance in India." 2. "Examine the role of CPGRAMS in operationalising the Sevottam framework. What are the persisting bottlenecks?" 3. "An efficient grievance redressal system is integral to participative democracy. Critically evaluate India's CPGRAMS in this context."

Sevottam framework — parent service-delivery model behind CPGRAMS.
Right to Public Services Acts (various States) — statutory grievance complement.
UMANG platform — unified mobile delivery, integrates CPGRAMS.
Common Service Centres (CSC) scheme — last-mile rural access.
Digital India Mission — overarching e-governance umbrella.
Lokpal & Lokayuktas Act, 2013 — anti-corruption complaints vs. service grievances.
Citizen's Charters — accountability tool.
e-Office / DigiLocker / DBT — adjacent governance-tech rails.

Confusing implementing ministry: it is DARPG under MoP, PG & Pensions, not MeitY or MHA.
Mixing CPGRAMS (grievances) with Lokpal (corruption) — different mandates.
Treating 21 days as a statutory limit — it is an administrative prescribed timeline, not under any Act.
Assuming CPGRAMS is only Central — it covers States/UTs too (CPGRAMS 7.0).
Confusing Sevottam (framework) with CPGRAMS (platform); Sevottam is broader.

[S1] PARLIAMENT QUESTION: Digital Grievance Redressal through Central Platforms (PIB, 18 Mar 2026) — https://www.pib.gov.in/PressReleasePage.aspx?PRID=2241740 — (tier: 1)
[S2] DARPG 39th Monthly Report on CPGRAMS (Central, July 2025) — https://www.pib.gov.in/PressReleasePage.aspx?PRID=2155022 — (tier: 1)
[S3] CPGRAMS Parliament Question — https://www.pib.gov.in/PressReleasePage.aspx?PRID=2226247 — (tier: 1)
[S4] DARPG 47th Monthly Report on CPGRAMS, March 2026 — https://www.pib.gov.in/PressReleasePage.aspx?PRID=2252591 — (tier: 1)
[S5] CPGRAMS recognised by Commonwealth Secretaries — https://www.pib.gov.in/PressReleaseIframePage.aspx?PRID=2018818 — (tier: 1)
[S6] CPGRAMS 10-Step Reforms deepened — https://www.pib.gov.in/PressReleaseIframePage.aspx?PRID=2108131 — (tier: 1)
[S7] CPGRAMS Reforms / Mobile app / Anuvadini AI — https://www.pib.gov.in/PressReleasePage.aspx?PRID=2007723 — (tier: 1)
[S8] DARPG 34th Monthly Report on CPGRAMS (States/UTs, May 2025) — https://www.pib.gov.in/PressReleasePage.aspx?PRID=2136236 — (tier: 1)