The government has set up a specialised unit to oversee departments receiving maximum public grievances
A specialised unit has been set up for monitoring of systematic reforms and an analysis is being done for 20 departments receiving maximum number of public grievances, the government said today.
The volume of grievances has increased more than three times after the present government took over, it said in a press release without giving the numbers.
"It is a measure of high expectations that the citizens have from the present government. A grievance analysis study had been conducted by Department of Administrative Reforms and Public Grievances (DARPG) in respect of top 20 organisations receiving maximum grievances."
"The study identifies the grievance prone areas, root cause and recommends systemic reforms for reducing grievances, thus, improving public service delivery," the release said.
The reports have been circulated to the concerned departments. Some important reforms have been carried out by Central Board of Direct Taxes, Central Board of Excise and Customs, Health and Family Welfare, etc. for improving their services. Now, the income tax refunds are being sent expeditiously, it said.
"A project management unit has been set up for further monitoring systemic reforms. Grievance analysis is also being done for next 20 ministries or departments receiving maximum grievances," the release said.
A Centralized Public Grievance Redress and Monitoring System (CPGRAMS) portal is functional to help citizens lodge grievances against government departments.
As per data available on the website, of the total of about 17.61 lakh complaints received by it, 16.84 lakh have been disposed off.
In a related development, the DARPG is organising a two-day national workshop on public service delivery being held in Jammu from November 11-12, 2016.
Union Minister of State for Personnel, Public Grievances, Pensions, Jitendra Singh will address the audience on the second day of the workshop.
On the first day of the workshop, Secretary, DARPG, C Viswanath will address the workshop. There will be presentations by various states on the topics related to public services, CPGRAMS and implementation of Right to Services Act, etc.
During the workshop, the Minister will release a book on Key to Success Research and Evaluation of Prime Minister Awarded Best Practices.