By: Amit kumaR Agarwal
The Department of Administrative Reforms and Public Grievances (DARPG) organized the National Workshop on "Sevottam and Effective Redressal of Public Grievances" at RCVP Noronha Academy of Administration, Bhopal, Madhya Pradesh.
The workshop aimed to develop a roadmap for capacity building and enhancing grievance redressal mechanisms in line with the vision of Prime Minister of India for transparent and accountable governance.
The event featured O.P. Rawat, former Chief Election Commissioner of India, as the Chief Guest, alongside Anurag Jain, Chief Secretary, Government of Madhya Pradesh, and V. Srinivas, Secretary, Department of Administrative Reforms and Public Grievances & Department of Pension and Pensioners’ Welfare.
In the plenary session, Anurag Jain highlighted the future of grievance redressal, emphasizing technology, data analytics, and business process re-engineering as crucial tools for identifying and addressing the root causes of grievances. O.P Rawat emphasized applauded the pathbreaking work being done in grievance redressal across the country and lauded the role of DARPG in the same.
V. Srinivas, Secretary, DARPG underscored the impact of CPGRAMS in enhancing grievance resolution at the State level. V Srinivas also shared to the States that DARPG would very soon be implementing a review module in CPGRAMS from where State Chief Secretaries will be able to hold meetings on Grievance Redressal in their respective states.
Sachin Sinha, Director General, RCVP Noronha Academy of Administration, also shared insights on strengthening public service delivery.
Key Highlights of the Workshop:
- Sevottam capacity building programs are bringing about significant improvements in Quality of Grievance Redressal and several best practices were presented by SKIPA Jharkhand, HIPA Haryana, JK-IMPARD Srinagar, Anna Institute of Public Administration Chennai, Noronha Academy of Public Administration Bhopal. The benefits need to be consolidated further.
- Administrative Staff College of India (ASCI) and Prof Nirmalya Bagchi have a important role in developing a standardized training curriculum across Administrative Training Institutes for Sevottam over the next 12 weeks
- Effective Implementation of Right to Services Act across 22 States/ UT’s can have significant benefits in qualitative grievance redressal, Department of Administrative Reforms and Public Grievances, Government of India will enhance outreach to RTS Commissions
- Technology upgradation envisaged under Next Generation CPGRAMS has significant benefits for citizen interface
- Process re-engineering envisaged through Auto Escalation Processes, Ranking of States/ Districts, and structured monitoring.
The workshop provided an in-depth discussion on policy reforms, best practices, and capacity-building strategies to enhance citizen satisfaction, aligning with the Prime Minister’s Pragati Review Meeting held on December 26, 2024.