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CPGRAMS Reforms in Postal Department – Launched By Govt.

Why in News?
The Centralized Public Grievance Redress and Monitoring System (CPGRAMS) Reforms were introduced in Department of Posts by Union Minister, Jitendra Singh to reduce the time taken for grievance redressal and also improve the quality.

About the Reforms
With an aim to provide transparent and citizen-centric governance to the people, the Ministry of State for Personnel, Public Grievances and Pensions has introduced the reforms in the CPGRAMS. At the launch, the Union Minister said that it will lead to reduction in grievance disposal time and improved quality of redressal.

He said that the Government wants to make the grievance redressal mechanism more proactive and responsive as it was not in the past.

The Grievance redressal Mechanism has now been firmly institutionalized in the country as evident from the fact that the number of grievances lodged has seen an increase from 2 lakhs to 16 lakhs in recent times.

The importance of the reforms lie in the fact that Public Grievance acts as a feedback system to the Government to understand the root cause of the problems faced by the citizens in the country. It becomes all the more important for department with large public interface.

What is CPGRAMS?
Centralized Public Grievance Redressal Mechanism System is an online web-enabled system developed by National Informatics Centre (NIC). The web technology based platform aims to enable submission of grievances by the affected citizens more convenient i.e. they can lodge a complaint online from anywhere, anytime. Upon receiving the complaint, the concerned Ministry or Department will scrutinize and take appropriate actions for quick redressal of the complaint.

CPGRAMS also provides for the tracking of grievances by the aggrieved person through the system generated unique registration number.

Reforms in the Postal Dept.
The Department of Posts is one of the largest recipient of public grievances in the country. Looking at the amount of operations, the Postal Department conducts, complaints are bound to arise and creep up. But now with the renewed version of CPGRAMS, the grievance processing time is set to be reduced by almost 7-10 days.

The new version CPGRAMS 7.0 enables the grievances filed on the online portal to be directly sent to the filed level grievance officers by providing user identification numbers to all field level functionaries. This is scheduled to reduce the redressal time by almost 50%. There will be almost no manual intervention with the mapping of 1.5 lakh post offices.

SOURCE:Business Standard

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