New CPGRAM

[Sanjeev Goyal]

DARPG/E/2024/0007090

02/06/2024

On opening of CPGRAM suggestions are being invited from public for New CPGRAM. My version goes hereunder:

 

 

Filing

1)     The dashboard requires updation allowing users to sort settled and pending grievances separately in chronological order.

2)     The dropdown list for department selection should on press of an alphabete, eliminating the need for manual scrolling.

3)     The dropdown list of departments needs thorough updating; even essential entities like the Delhi Police are absent. Currently, grievances sent by CPGRAM to concerned departments are marked as disposed, which is inaccurate. Resolution should only be considered after the concerned department provides their input. This list must encompass all Ministries, departments, PSUs, and autonomous bodies.

4)     A significant issue arises from the prohibition on submitting suggestions on this portal, with citizens directed to MyGov. However, there is no dedicated page on MyGov as well for submitting suggestions; only open discussion platforms exist. This re-direction is misguided. Even in response to an RTI query, MyGov has categorically confirmed the absence of a microsite for citizen suggestions. Where should suggestions be directed? At present this works like a ban on filing suggestions.

 

 

Resolution:

 

1)     Recognizing the prevalent tendency among government officials to uphold the status quo and resist change, it's crucial to establish a dedicated cell to receive and review of suggestions. This cell should meticulously assess the merit of each proposal before forwarding them to the respective departments. Without such intervention, there's a high probability that valuable suggestions will be disregarded and find its way to dustbin. For instance, I had proposed the reduction in the size of water bottles provided to rail passengers nine years ago, but without someone taking ownership of the initiative, it remained overlooked and it is only now that railway has woken up to this wastage. Unfortunately, this is just one among many similar instances.

2)     The Write to PMO portal, which is under the purview of CPGRAM, lacks a definitive timeline for addressing grievances. As a result, grievances can linger unresolved for years without any oversight. This leaves common citizens stranded without a clear avenue for recourse.

3)     In some cases attachments sent by responding departments fail to open. Implementing a pre-check system to ensure the accessibility of attachments would alleviate this recurring issue.

4)     Shockingly, in numerous cases, grievances are marked as closed even without uttering a single word, signaling a profound lack of empathy. System controls should be in place to prevent such instances of callous disregard.

5)     The resolution should also be emailed to applicant. Else provide email intimation about resolution.

6)     Post-resolution feedback calls can be intrusive for some citizens. Implementing a Do-Not-Disturb (DND) option would respect individuals' preferences and mitigate any discomfort associated with such follow-up calls.

7)     Wherever there is delay in resolution, an intimation after every 15 days be sent to applicant informing with whom the grievance is pending.

8)     A quality check cell is necessary to review all rating below 3 star. This is necessary to avoid careless disposal of grievances and to maintain the confidence of general public.