The Department of Administrative Reforms and Public Grievances (DARPG) is deepening its collaboration with Right to Services (RTS) Commissioners of States and Union Territories to improve grievance redressal and citizen satisfaction under the RTS framework. This initiative includes the integration of CPGRAMS (Centralized Public Grievance Redress and Monitoring System) with RTS platforms, ensuring real-time supervisory oversight of state-level grievances.
In a high-level meeting chaired by DARPG Secretary V Srinivas, officials reviewed 204,000 grievances across land, labor, finance, and environmental sectors received through CPGRAMS. State RTS Commissioners were urged to align grievance resolution timelines with notified RTS services, enhancing efficiency and accountability. Currently, 20,000+ e-services are available under the National e-Governance Service Delivery Assessment (NeSDA) framework, and mapping grievance data to specific service categories will enable a more structured and transparent resolution process.
The pilot project for CPGRAMS-RTS linkage will be implemented in Haryana, serving as a model for nationwide adoption. The integration will enable the seamless exchange of grievance-related data between CPGRAMS and RTS portals via API linkages, ensuring timely responses from State Grievance Officers. DARPG has invited RTS Commissions to submit proposals under the State Collaboration Initiative (SCI) to further expand digital services.
This initiative reinforces the Government of India’s vision for digital governance, strengthening service delivery and promoting efficient grievance redressal mechanisms for citizens. The mandatory e-service list will be revised based on state consultations, fostering greater transparency and accessibility in public services.
The enhanced CPGRAMS-RTS framework marks a significant step toward modernizing grievance redressal systems, ensuring faster resolutions and improved governance outcomes at state and national levels.
