http://pgportal.gov.in email: [email protected] presentation on centralized public grievance...
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http://pgportal.gov.in Email: [email protected]
Presentation on
Centralized Public Grievance Redress And Monitoring System(CPGRAMS)
http://pgportal.gov.in Email: [email protected]
Got the
refund
Not received the Income Tax refund for a year
Sent mails and updated the details
Lodged the grievance in
Public Grievances
Portal
http://pgportal.gov.in Email: [email protected]
CPGRAMS:The Objectives
The objectives of CPGRAMS are to facilitate the following Online Registration of grievances by citizensOnline forwarding by the nodal Public Grievance
Officers
Efficient & Speedy redress of public grievances
Citizens
Apex / Nodal Organization
Ministries/ Departments
The network of the stake holders
Citizen
•President’s Secretariat
•PMO
•DARPG
•DPG
http://pgportal.gov.in Email: [email protected]
CPGRAMS : The interfaces
• The Public Grievance Redress portal has the following interfaces for
– Citizen to lodge/monitor grievances– DARPG(the nodal Agency) / Apex
Organizations to Monitor the redress action of the public grievances
– Ministries & Departments to manage the Grievances and send ATRs through CPGRAMS
Grievances from Citizen
Concerned Ministry/Department receives the grievance and the Director of Public Grievances
makes Assessment
Receipt of Grievances by Nodal Agencies/
Apex Organizations
Assessment of Grievances by Public Grievance Officer to Take them up with Ministry/Department concerned
Does it pertain to Ministry/
Department itself ?
Case can further be forwarded to field units, if
necessary
Case forwarded to
Sub.Orgn/Attached office
Case Taken up within office for redress
Actio
n
Rep
ort
Actio
n Rep
ort
YesNo
Action Report
Grievance Flow
The stakeholders of the Grievance Redress Mechanism
Nodal / Apex
Organizations
Centralized PGRAMS Receipt of Grievances
Transmission of action taken reports & Monitoring
Transmission of Grievances to next-level offices, Monitoring ofGrievance disposal
Citizen
Lodge Grievance & View Status
•President’s Secretariat
•PMO
•DARPG
•DPG
http://pgportal.gov.in Email: [email protected]
Highlights of CPGRAMS… Online Receipt of grievances forwarded by Nodal
agencies Online receipt of grievances by Ministry/Department
lodged through Internet by citizens. Lodging of grievances in the system received locally
in respective offices of Ministry/Department/ Organization.
Online Forwarding of grievances to subordinate organizations.
Various Monitoring reports at all levels.
E-mail & SMS alert to the citizens as soon as a complaint is lodged.
SMS Alerts to citizens and nodal officers at different stages
Attachment of documents while lodging the grievance Attachment of ATR while sending the ATR to the
higher authority.
Citizen can view the status at any point of time.
CPGRAMS - The numbers
Thank You
And
Department of Administrative Reforms & Public Grievances