Reform in CPGRAMS Portal Version 7.0: Railway Board

Reform in CPGRAMS Portal Version 7.0: Railway Board Order RBA No. 45/2022 dated 09.09.2022

Government of India (भारत सरकार)
Ministry of Railways (रेल मंत्रालय)
Railway Board (रेलवे बोर्ड)

RBA No. 45/2022

No. 20 16 /AC-II/21/2/CPGRAMS/ Vol.II(Pension)

09, September, 2022

Pr. Financial Advisors,
All Zonal Railways/PUs

Sub: – Reform in CPGRAMS Portal Version 7.0

Ref:- Board’s letter No. 2021/PG/6/ 1/DARPG/Policy on CPGRAMS dated 01.09.2022.

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Please find enclosed a copy of the letter cited above advising the Zonal Railways/PUs and other stake holders regarding the recent reforms carried out by DARPG in the CPGRAMS portal and rolling out of upgraded 7.0 version of CPGRAMS. As can be seen, the existing time limit of 45 days for resolution of grievances has been reduced to 30 days and an outbound feedback call centre has also been set up to obtain feedback on the quality of grievance disposal from the complainants.

Since, it has been decided that the disposal process shall be reviewed at the Apex level i.e., “Secretary/RB” at senior officer’s meetings , utmost priority may be accorded in disposal of the grievances received in the office of PFAs and other allied Accounts Offices. Suitable mechanism for monitoring and disposal of cases in coordination with the concerned executive departments may be put in place and the system be reviewed at regular intervals to ensure prompt disposal of these grievances and the complainants are kept informed about the redressal of their grievance or otherwise, as the case may be.

It is advised that all concerned may be instructed to comply with these guidelines .

DA:As above

(Ajay Bartwal)
Joint Director Finance/CCA
Railway Board

GOVERNMENT OF INDIA (BHARAT SARKAR)
MINISTRY OF RAILWAYS (RAIL MANTRALAYA)
(RAILWAY BOARD)

No.2021/PG/6/ 1/DARPG/Policy on CPGRAMS

Dated: 01.09.2022

AGMSs/ZRs
All Indian Railways
GMs/PUs
CMDs/PSUs
DG/RDSO

Sub: Reforms in CPGRAMS Portal – version 7.0

Ref: DARPG O.M. F. No. S-15/21/2021-O/o DS(PG)-DARPG (7085)

A comprehensive reform of the Centralized Public Grievance Redress and Monitoring System (CPGRAMS) to make it more responsive to the needs of the citizens has been carried out by Department of Administrative Reforms and Public Grievance (DARPG) vide Office Memorandum dated 27.07.2022 (copy enclosed). In this direction, the Ministry of Railways has also been onboarded to the upgraded 7.0 version of CPGRAMS providing link of Rail Madad for train/station related grievances. The system enables auto assigning of grievances to the last mile officer.

In brief, a few salient measures, introduced by DARPG, for strengthening CPGRAMS, are as under:

i. Time Limit: Existing time limit of 45 days for resolution of grievances has been reduced. Now, as per new guidelines, the grievances are to be resolved promptly as soon as they are received but within a maximum period of 30 days.

(a) The grievances of urgent nature have been mapped on the CPGRAMS with system Specification. Such grievances flagged ‘urgent nature’ are to be addressed on a priority basis.

ii. Operationalisation of feedback Call Centres: DARPG has set up an outbound feedback Call Centre to contact all the complainants to obtain feedback on the quality of grievance disposed and provide the option to file appeal if they are not satisfied with the grievance disposed of.

(a) feedback received from citizens by the feedback Call Centre will be shared with on Ministries to make systemic improvements.

iii. Review of Public Grievances/Appeal cases in Senior Officers Meetings (SOMs): To ensure quality disposal, the secretary of the Ministry (Apex level in Railway set up) may review disposal process in senior officers’ meetings and Secretary may make a few calls to the citizens to get direct feedback if it is felt necessary.

IV. Grievances raised in print and electronic media are also to be monitored.

In view of the above, it is advised to issue necessary instructions to all concerned for compliance with the latest guidelines for disposal of grievances or the CPGRAMS Portal.

DA: As ABOVE

(Manish Tiwari)
Executive Director Public Grievances
Railway Board

DA: Strengthening of Machinery for Redressal of Public Grievance: Comprehensive reform of the Centralized Public Grievance Redress and Monitoring System (CPGRAMS) vide DARPG OM dated 27.07.2022

Source: Indian Railways