The Department of Administrative Reforms and Public Grievances (DARPG) organized a National Workshop on “Sevottam and Effective Redressal of Public Grievances” on February 20, 2025, at RCVP Noronha Academy of Administration in Bhopal, Madhya Pradesh. The workshop aimed to strengthen capacity building and improve grievance redressal mechanisms, aligning with the Prime Minister’s vision for transparent and accountable governance.
Shri O.P. Rawat, former Chief Election Commissioner of India, attended as the Chief Guest, along with Shri Anurag Jain, Chief Secretary of Madhya Pradesh, and Shri V. Srinivas, Secretary of DARPG & Department of Pension and Pensioners’ Welfare.
During the plenary session, Shri Anurag Jain discussed the future of grievance redressal, highlighting the role of technology, data analytics, and business process re-engineering in addressing grievances effectively. Shri O.P. Rawat commended the significant progress in grievance redressal nationwide and acknowledged DARPG’s contributions in this field.
Shri V. Srinivas, Secretary, DARPG, highlighted the role of CPGRAMS in improving grievance resolution at the state level. He also informed the states that DARPG would soon introduce a review module in CPGRAMS, enabling State Chief Secretaries to conduct meetings on grievance redressal within their respective states.
Shri Sachin Sinha, Director General of RCVP Noronha Academy of Administration, provided valuable insights on enhancing public service delivery.
Key Highlights of the Workshop:
The key takeaways from the National Workshop on Sevottam and Effective Redressal of Public Grievances at RCVP Noronha Academy of Public Administration Bhopal are the following:
1. Sevottam capacity building programs are bringing about significant improvements in Quality of Grievance Redressal and several best practices were presented by SKIPA Jharkhand, HIPA Haryana, JK-IMPARD Srinagar, Anna Institute of Public Administration Chennai, Noronha Academy of Public Administration Bhopal. The benefits need to be consolidated further.
2. Administrative Staff College of India (ASCI) and Prof Nirmalya Bagchi have a important role in developing a standardized training curriculum across Administrative Training Institutes for Sevottam over the next 12 weeks
3. Effective Implementation of Right to Services Act across 22 States/ UT’s can have significant benefits in qualitative grievance redressal, Department of Administrative Reforms and Public Grievances, Government of India will enhance outreach to RTS Commissions
4. Technology upgradation envisaged under Next Generation CPGRAMS has significant benefits for citizen interface
5. Process re-engineering envisaged through Auto Escalation Processes, Ranking of States/ Districts, and structured monitoring. The workshop provided an in-depth discussion on policy reforms, best practices, and capacity-building strategies to enhance citizen satisfaction, aligning with the Hon’ble Prime Minister’s Pragati Review Meeting held on December 26, 2024.