Public grievance redressal mechanism(PGRM)

Public grievance redressal mechanism(PGRM)
Why need arises?

* Grievance means complaint and redressal means to solve/to address.

* PGRM mechanism to solve peoples complaint regarding functioning&/ policy of gov. officials.

* Also, Public participation is necessary to make governance effective by officials and political leadership e.g poor road conditions .pot holes, PDS system.

* To make public service delivery system more citizen centric.

* a large amount of gov. machinery is involved in various activities like allocation of passports, banking, collection of taxes, railway, education ,health etc which are prone to grievances.

Steps taken:

* Government in order to solve the issue of grievance redressal, it has moved towards use of ICT(information & communication technology) or say e-gov.

* Government has design a software CENTRTALISED PUBLIC GRIEVACE REDRESS & MONITORING SYSTEM (CPGRAMS) which is made operational in all ministries/department.

* CPGRAMS uses internet based ICT to enable all central ministeries/dept/ to handle multilevel & multifarious grievance related data and to compare/collate data to improve public service delivery system.






* Department of administrative reforms & public grievance(DARPG):

* Works under ministry of personnel, public grievances &pension.

* It is chief policy making, monitoring and coordinating dept. for public grievances arising from the work of ministries/dept. or organizations in GoI.

* The public grievance dept. of DARPG fulfills following responsibilities:

1. Issue of policy guidelines for redress of public grievances.

2. Issue of policy guidelines for redress of staff grievances.

3. Emphasizing on service delivery improvements by making citizen charter more effective with provisions for information & facilation counters.

4. Emphasizing on using grievances for making systemic improvements.








* Following Works are done by public grievances dept. for policy, monitoring and co-ordination:

1. Policy formulation role: policy formulator & facilitator to form new policy to meet needs and challenges.

2. Monitoring role: act as an external agency and review the status of pending grievances in all central ministries/dept.

3. Coordinating role: coordinate all central dept/ministries through CPGRAMS. A citizen are free to lodge their complain to dept. concerned or to DARPG through CPGRAMS. Also free to lodge complaint by post on any plain sheet/post card/inland letter. Grievance received by post is lodge on to CPGRAMS and then transfer to respected dept.

4. SEVOTTAM framework: To bring systematic improvement in public service delivery system DARPG conducted various field visit and interaction with citizen group,workshops ,consequently SEVOTTAM was form. It includes with major task CITIZEN CHARTER,PUBLIC GRIEVANCE REDRESS,PUBLIC SERVICE DELIVERY CAPABILITY.











1. Organisation structure for public grievances: Apart from DARPG,there other dept. who are assign these task :

1. A public wing in rashtrapati bhawan secretariat & its website

2. A public in PMO.

3. The directorate of public grievances in cabinet secretariat.

4. The department of pension and pensions welfare.



Best practice:

* SWAGAT online:

* State-Wide Attention on public Grievance by Application of Technology.

* Enable direct communication between Citizen and CM.

* It is online grievance redressal system helps to seek redressal of pending greivances of common men once a month.

* It is 3-tier grievance redressal system in gujarat: taluka,district, state level.

* Grievances are done reviewed by CM himself.

How it works:

* Grievances are logged in, transmitted and made available online to the officers concerned who have to reply within 3 to 4 hours.

* The departments concerned then have to be ready with the replies, before 3 p.m., when the Chief Minister holds video conference with all the districts concerned.

* Applicants are called one by one and the chief minister examines each complaint in detail.

* The information sent by the department is also reviewed online in the presence of the complainant and the Collector/District Development Officer/Superintendent of Police and other officials concerned.

* Attempts are made to offer a fair and acceptable solution on the same day and no applicant has ever left without any firm reply to his grievance.
















* SANJOG helpline:

* Works on toll free telephone networks & web interface

* Multilingual

* SMS & fax modem enabled

* GIS based performance analysis.



* Citizen will call to the toll free number and will register the complain

* The Call center executive will register the complain and will generate a ticket id
number and will send the grievance to the 1st escalating authority throw sms, e-mail
and fax.

* The Authorities if solving the problem within the time provided can close and update
the status, otherwise the issue will auto escalate to the next authority as per the
system configuration.

ref:
http://pgportal.gov.in/
http://dpg.gov.in/
http://www.narendramodi.in/
http://sanjoghelpline.in/website/home.html

by -
dhrumil soni