Date: 2025-05-31Category: Not ApplicableState: Union GovernmentCountry: India
DARPG to deepen collaboration with Right to Services (RTS) Commissioners of States/UTs for improving quality of grievance redressal and citizen satisfaction through the RTS framework
The Department of Administrative Reforms and Public Grievances (DARPG) is deepening collaboration with Right to Services (RTS) Commissioners of States/UTs to improve grievance redressal and citizen satisfaction. This initiative involves linking the Centralized Public Grievance Redress and Monitoring System (CPGRAMS) with the RTS framework to strengthen time-bound service delivery through increased adoption of e-services and faster grievance resolution. DARPG has mapped 204,000 public grievances related to land, labor, environment, and banking and requested RTS Commissioners to ensure their timely redressal. A pilot project for the CPGRAMS-RTS linkage will be implemented by the Haryana RTS Commission. The initiative also encourages states to expand digital services and revise the list of mandatory e-services, aligning with the government's vision for digital transformation and efficient public service delivery.
Key Entities Referenced
Ministry of Personnel, Public Grievances Pensions: A government ministry involved in public administration and grievance redressal.
DARPG: Department of Administrative Reforms and Public Grievances, collaborating with RTS Commissioners.
Right to Services RTS Commissioners of StatesUTs: Commissioners responsible for ensuring the right to services in states and union territories.
CPGRAMSRTS linkage: A project to link the Centralized Public Grievance Redress and Monitoring System (CPGRAMS) with the Right to Service (RTS) framework to improve service delivery and grievance redressal.
Haryana RTS Commission: The Right to Service Commission in Haryana, responsible for implementing the CPGRAMSRTS linkage pilot project.
PIB Delhi: Press Information Bureau, Delhi - the source of the posted information.
Shri V Srinivas: Secretary, DARPG who chaired a meeting regarding grievance redressal.
CPGRAMS: Centralized Public Grievance Redress and Monitoring System, a portal for receiving public grievances.
NeSDA framework: A framework under which States are providing eServices.
State Grievance Officers: Officers at the State level responsible for grievance redressal, overseen by the RTS Commissions.
Land, Labor, Finance, and Environment: The four thrust sectors of citizen grievances identified by DARPG on the CPGRAMS.
RTS Acts: Right to Service Acts, defining notified services within various states.
State Collaboration Initiative SCI of DARPG: An initiative by DARPG to support states in expanding digital services and improving service delivery.
Government of India: The national government, emphasizing digital transformation and efficient public service delivery.
NKRPSM Release ID: 2133015: Release identification number
Ministry of Personnel, Public Grievances & Pensions
DARPG to deepen collaboration with Right to
Services (RTS) Commissioners of States/UTs for
improving quality of grievance redressal and citizen
satisfaction through the RTS framework
CPGRAMS-RTS linkage to strengthen time-bound
service delivery by greater adoption of e-Services
and faster grievance redressal
Haryana RTS Commission to implement the pilot
project
Posted On: 31 MAY 2025 5:34PM by PIB Delhi
In pursuance of the Hon’ble Prime Minister’s directions for improving quality of grievance redressal and
citizen satisfaction in redressal of public grievances, the DARPG is collaborating with Right to Services
Commissioners of States/ UT’s for enhanced supervisory oversight in grievance redressal under the RTS
th
framework. In a meeting chaired by Shri V Srinivas, Secretary, DARPG on 30 May 2025, the DARPG
presented the mapping of 204000 public grievances pertaining to land, labour, environment and banking
related public grievances received on CPGRAMS portal of States/ UT’s and RTS Commissioners were
requested to ensure timely redressal. Currently States are providing 20,000+ e-Services under the NeSDA
framework. The mapping of State specific service delivery related public grievances would enable a
comprehensive review of the RTS coverage of services and ensure timebound grievance redressal. The
DARPG will share services related grievances received on Centralized Public Grievance Redress and
Monitoring System (CPGRAMS) portal with the RTS Commissions through an API linkage of the two portals
for effective supervisory oversight of the State Grievance Officers.Highlighting the crucial role of RTS Commissions in timely resolution of State-level grievances, the
Secretary DARPG requested State Commissions to examine the citizen grievances, in the four thrust sectors
of Land, Labor, Finance, and Environment, identified by DARPG on the CPGRAMS with the notified
services of their RTS Acts. The pilot project for the CPGRAMS-RTS linkage will be implemented by the
Haryana RTS Commission.
Considering the role of RTS Commissions in leveraging the support of States and defining a roadmap for
increasing e-services, they were also invited to submit proposals under the State Collaboration Initiative (SCI)
of DARPG for expanding digital services for improving service delivery and redressing grievances. The list
of mandatory e-services will be suitably revised with State consultations. This initiative aligns with the
Government of India’s broader vision for digital transformation and efficient public service delivery,
reflecting ongoing efforts to empower citizens and improve governance outcomes.
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NKR/PSM
(Release ID: 2133015)