SUMMARY OF THE YOJANA MAGAZINE FEBRUARY 2018 BY LAKSHMI SOUJANYA
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Grievance Redressal System
Good Governance: Key to a Nation's progress - Simplification of procedures & processes in Govt to make entire system transparent & faster V Citizen-Centric Online Services leads to transparency & accountability in govenance & also fosters equitable growth. Vision of the Hon'ble PM is the emphasis on "Minimum Government & Maximum Governance Government of India has established an inteet based Centralised Public Grievance Redress & Monitoring System (CPGRAMS)_to facilitate all citizens to lodge grievance for redressa V It's a plato based web technology which aims to enable submission of grievances by the citizens from anywhere, anytime to the Ministries/Departments/ Organisations. The system also enables Ministries/Depts to take appropriate action& upload the tion Taken Report (ATR) on it.
PUBLIC GRIEVANCE MECHANISM IN INDIA: o Department of Administrative Reforms & Public Grievances (DARPG) is: Policy making, monitoring & coordinating dept for public grievances Mandate arises fromm Allocation of Business Rules 1961.
Allocation of Business Rules 1961 have allocated the work relating to: GrlevanceS pertaining to Central Govt agencies to DARPG Redress of public o grievances in general
O Nodal Officers for Public Grievances have been identified in each Ministry/Department. O PM also monitors/reviews the pending grievances of one or more Ministry Department every month under the Pro-Active Governance & Timely Implementation (PRAGAT) platform. DISPOSAL RATE: Duing the last 3 years, total nmber of grievances has increased & the disposal rate has also improved. order to have a single pan India Public Grievance Redressal System, it is necess that State PGRS also need to be integrated with CPGRAMS. The CPGRAMS with local language interface, has so far been launched in 9 State Governments/Union Teritories, namely, Haryana, Odisha, Rajasthan, Mizoranm, Meghalaya, Uttarakhand, Jharkhand, Punjab & Puducherry.
NEW DEVELOPMENTS: CPGRAMS software's additional features- New, revised, more citizen friendly updated version Horizontal transfer of grievances among Ministries/Depts Bulk disposal of similar grievances One time registration to avoid duplication of complaints Escalation of unresolved complaints to higher authority Local language interface
A person can lodge a grievance on the PG portal through Common Service Centre paying a nominal fee Toll free facility for receiving reminders regarding pending grievances Mobile App allowing lodging & tracking of public grievances. ew Mobile App with added features has been developed Integrated with Unified Mobile Application for New-age Governance (UMANG)
AWARD SCHEME DARPG has also launched an Award Scheme as an incentive for recognising outstanding performance in redressal of PG through issue of Certificate of Appreciation on a quarterly basis. It not only takes into consideration the number of grievances disposed by the Ministries/Depts/Organizations, but also the feedback of petitioners whose grievances have been closed.
CONCLUSION : Ultimately, aim of these initiatives is to build trust with the citizen through effective & speedy redressal of grievances in order to pave way for good governance. The effort to usher in an era of Sushasan has begun on a very promising note. Governance is an area where the citizen too has a specific role to play at every given point. O O O
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