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DARPG Secy Makes Presentation on India’s Successful CPGRAM System to US Officials

The Indian presentation on the Centralized Public Grievance Redress and Monitoring System (CPGRAMS) was made by Secretary V Srinivas
Indian Masterminds Stories

On June 3, the IBM Center for The Business of Government based out of Washington DC, invited the government of India’s Department of Administrative Reforms and Public Grievances (DARPG) to make a presentation to the representatives of the US Government via video conferencing.

The virtual meet was attended by Mr. James-Christian Blockwood, Executive Vice President of the Partnership for Public Service; Mr. Dan Chenok, Executive Director of IBM Centre for the Business of Government; Ms. Terry Gerton, President and CEO of the National Academy of Public Administration; Mr. Ivan Metzer, the Director of Performance Management Line of Business (US Performance Reporting), General Services Administration; Mr. Alexander Snider, the Performance Management Strategy Lead, General Services Administration; and other attendees of the US Government.

The representatives of the Commonwealth Hub for the Business of Government from India, Professor Prajapati Trivedi and Professor Avanish, participated in the discussions. Secretary of DARPG, Mr. V. Srinivas; Joint Secretaries of DARPG, Mr. N.B.S. Rajput, Ms. Jaya Dubey; Deputy Director General of NIC, Dr. Sushil Kumar; Deputy Secretary of DARPG, Mr. Parthasarathy Bhaskar; Senior Technical Director of NIC, Mr. Manu Garg, and other senior officials also attended the meeting.

The Indian presentation on the Centralized Public Grievance Redress and Monitoring System (CPGRAMS) was made by Secretary V Srinivas. Mr. Dan Chenok, Executive Director at IBM Centre for the Business of Government, conducted the interaction in which several commendations were received from the US government officials.

Here are the main points of their discussion:

  • The acknowledgement of technology’s potential to bridge the gap between citizens and government, empowering citizens, and optimizing transparency and accountability.
  • The implementation of CPGRAMS’ 10-step reforms has resulted in significant improvement in the quality of grievance redressal and reduction of timelines of grievance redressal.
  • India has succeeded in the redressal of over 1.5 lac grievances/ month and has mapped 1.02 lac grievance officers on the CPGRAMS portal.
  • The intelligent grievance monitoring dashboard and the tree dashboard developed using AI/ ML practices were also presented to enable the handling of disaggregated data sets enabling evidence-based policy making and data-driven policy interventions.
  • The government has approved an allocation of Rs. 128 Cr for CPGRAMS version 8.0 with an upgraded technology platform to be implemented over the next 2 years.

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