Public grievance cases rose 10-fold since 2014: Government

New Delhi : Union Minister for Personnel, Public Grievances and Pensions Jitendra Singh on Wednesday said there is a nearly 10-fold increase in public grievance cases since the Modi government first came to power in 2014.

Referring to it as the trust citizens posed in the government, the minister, while addressing the National Workshop on e-Office here, said that public grievance cases have increased from two lakh in 2014 to 19 lakh at present with more than 95 per cent disposal of cases. He said that the government in 2019 has received 18.7 lakh public grievances and disposed 18.1 lakh of them.

Launching the CPGRAMS reforms at the event, Singh said that citizen-centric model of governance demands that there is a need to create awareness among the citizens for grievance redressal. "The CPGRAMS 7.0 version has mapped last mile grievance officers, saving time and improving quality of disposal."

CPGRAMS reforms were launched in the Ministry of External Affairs, Ministry of Health and Family Welfare, Ministry of Petroleum and Natural Gas, the Department of School Education and the Ministry of Road Transport on Wednesday.

"Adoption of CPGRAMS reforms in hospitals and oil PSUs (Public Sector Units) would benefit thousands of Indian citizens," said Singh, urging other ministries and departments to adopt this reform step.

He asked the states and Union Territories to switch over to e-office in a prompt manner and assured of all assistance in this regard. He said, so far a total of 79 ministries and departments have been covered under the e-Office Mission Mode Project (MMP) in current phase-III being implemented.

Out of these 79, a total of 57 have achieved the target of 80 per cent. He said, nearly 15 lakh files have been digitalised and nearly 15,000 digital files are being created every week.

Mentioning that more than 1,400 obsolete laws were done away with since 2014, the minister said that the Department of Administrative Reforms and Public Grievances has undertaken a study and has pursued reforms and improvements in citizen's charters in 20 ministries and departments.