CPGRAM

CPGRAMS 

CPGRAMS is a web based application which facilitates Ministry/Deptt/Organizations to receive, forward and monitor grievance. 

CPGRAM - Centralized Public Grievance Redress And Monitoring System

PRAGATI -Pro-Active Governance and Timely Implementation

ADRM - Nodal Officer in Division

Completed withing 30 days - RBE 45/2022

Issues which are not taken up for redress : 

Court Pending Matter, 

Personal Matter,  

RTI  matter, 

Sovereignty-Integrity effect

Get UserID & Password from your Parent Organization

CPGRAMS (Central Public Grievance Redress and Monitoring System) Portal 

Centralised Public Grievance Redress and Monitoring System (CPGRAMS) is an online platform available to the citizens 24x7 to lodge their grievances to the public authorities on any subject related to service delivery. It is a single portal connected to all the Ministries/Departments of Government of India and States. Every Ministry and States have role-based access to this system. CPGRAMS is also accessible to the citizens through standalone mobile application downloadable through Google Play store and mobile application integrated with UMANG. The status of the grievance filed in CPGRAMS can be tracked with the unique registration ID provided at the time of registration of the complainant. 

CPGRAMS also provides appeal facility to the citizens if they are not satisfied with the resolution by the Grievance Officer. After closure of grievance if the complainant is not satisfied with the resolution, he/she can provide feedback. If the rating is ‘Poor’ the option to file an appeal is enabled. 

The status of the Appeal can also be tracked by the petitioner with the grievance registration number.

Issues which are not taken up for redress : 

 Sub-Judice cases or any matter concerning judgment given by any court. 

 Personal and family disputes. 

 RTI matters. 

 Anything that impacts upon territorial integrity of the country or friendly relations with other countries. 

 Suggestions. CBEC has established the procedure given below for handling of complaint. To ensure that citizens get services as per prescribed norms CBEC has adopted CPGRAMS (Central Public Grievance Redress and Monitoring System) for handling citizen complaints/ grievances. Citizen can use this system to raise grievances if prescribed service norms are not met with or there is any mistreatment due to discharge of CBEC regulatory and service functions. 

 CPGRAMS is a standardized web-based solution and an integrated application to register and to redress the grievances received online, by post and by hand. CPGRAMS is functional at the Board (CBEC) level, where grievances lodged by citizens are received by the Nodal officer (Commissioner Co-ordination) and then forwarded electronically to the concerned officer (Chief Commissioner / Director General) for redress and appropriate action. The redress is monitored at the Board level, both for timelines and quality. 

MEANING OF SEVOTTAM 

 EXCELLENCE IN PUBLIC SERVICES DELIEVERY. 

 SEVOTTAM IS A FRAMEWORK FOR ACHIEVING EXCELLENCE IN SERVICE DELIEVERY THROUGH IMPROVEMENTS ON A CONTINUOUS BASIS. 

 SATTAT – UTTAM –JAN SEVA. 

 UTTAM + SEVA = SEVOTTAM.

SEVOTTAM PROVIDES AFRAMEWORK FOR DEPARTMENTS TO ASSESS & IMPROVE THE QUALITY OF SERVICE DELIVERY TO CITIZENS.

SEVOTTAM IS A SCHEME THAT AWARDS A CERTIFICATION OF EXCELLENCE TO PUBLIC SERVICE DEPARTMENT THAT IMPLEMENT AND ARE ABLE TO SHOW COMPLIANCE AND A SET OF MANAGEMENT REQUIREMENT SYSTEMS SPECIFIED IN THE STANDARD DOCUMENTS.

OBJECTIVES OF SEVOTTAM COMPLIANT CITIZEN CHARTER 

 Quality : Improving the quality of services. 

 Choice : Wherever possible. 

 Standard : Specifying what to except and how to act if standard are not met. 

 Value : For the taxpayers money. 

 Accountability : Individual and organization 

 Transparency : Rules/ Procedures/ schemes 

 RESPONSIVENESS