Pune Hosts National Seminar on ‘Sevottam’ as DARPG Plans State Ranking System for Grievance Redressal
Pune, 29th May 2023: The Department of Administrative Reforms & Public Grievances, (DARPG) will soon launch a ranking system for all the states of India, reflecting their performance in effectively resolving the citizens grievances received through Central Public Grievances Reforms Centralised Public Grievance Redress and Monitoring System (CPGRAMS). Attempts are also being made to reward the best performing State, Mr. V. Srinivas, Secretary, DARPG said while inaugurating the one day National level seminar on ‘Sevottam’ at YASHADA Pune.
The CPGRAMS is an online platform available to the citizens 24×7 to lodge their grievances to the public authorities on any subject related to service delivery. Mr. V Srinivas, chaired the one day seminar which was attended by Secretaries of General Administrative departments of various States and the Director-General of State Training Institutes of different States. Mr. Srinivas highlighted the recent 10 steps CPGRAMS reforms process adopted by DARPG for improving the quality of disposals and reducing the time lines in disposals of citizen’s grievances. This includes Language Translation , now citizen can file their complaint in 22 schedule languages, Grievance Redressal Index, a ranking methodology which reflects which department is lagging in disposal of grievances, Feedback Call Centers, empowering the remotest citizen to file grievances through Community Service Centers, Sevottam Scheme etc.,. He said that Sevottam is a generic frame work created by the DARPG department to improve Public Services and it comprises of three modules namely, Citizen’ Charter; Grievance Redress Mechanism and Capacity Building of officers.
Mr. Amarnath, additional secretary, DARPG made a presentation on the inclusivity outreach for CPGRAMS-CSC. He was the key person in integrating the CPGRAMS with the BSNL to formulate call centers to get citizen feedback, and with IIT knowledge partners to make it more citizen friendly and accessible to the citizens through standalone mobile application downloadable through Goggle play store and other applications. He also thanked the delegates for their overwhelming response and the presentation made by them.
The representative of different states made their presentation on the respective State grievance handling portals such as ‘Swagat’ portal of Gujarat Govt., ‘Janvani’ of Andra Pradesh govt, ‘Janhita’ of Hyderabad Telangana govt, ‘Rajastan Sampark’ of Rajastan govt, ‘JK IGRAMS’ of J&K govt, While Sujata Saunik, additional Chief Secretary of Maharashtra briefed about ‘Apale Sarkar’ portal of Maharashtra Govt. Apart from this the representatives of different State Training Institute also made their presentation at the seminar. The Chief Commissioner of Right to services of Haryana Stated that they have notified all the services under the Right to services act and have even imposed penalties at every level of officers including that of IAS rank. Mr. Baldev Singh made representation as Sate Chief Commissioner of Right to Services Maharashtra and said that the state has so far notified around 515 services of various department under the RTS act.
Mr. S. Chockalingam Director General of Yashada welcomed the delegates and called upon them to share the best practices of their states to make the conference memorable one, he also said that Yashada has recently established a Sevottam Training Cell and will attempt to provide training on capacity building to the Grievances redress Officers as notified by the State. Representatives of knowledge partners like IIT,BSNL and NIC made their presentation at the seminar. Mr. Vishram Deshpande, Advisor, Yashada Sevottam Cell and Parthsarthi Bhaskar, Deputy Secretary conducted the conference.
Mr, Balasaheb Bahirat, Ajit Karpe, Anant Pore, Bhushan Gurav, Rajendra Kurade, Neeta, Sheetal and other officers of yashada took all out efforts to make the seminar a success.
