PARLIAMENT QUESTION: PUBLIC SERVICE DELIVERY IN J&K

**Executive Summary** This document details the Government of India's initiatives and reforms aimed at enhancing public service delivery and grievance redressal, particularly concerning Jammu and Kashmir. Key reforms include the implementation of a 10-step process for the Centralized Public Grievance Redress and Monitoring System (CPGRAMS) and revised, shorter grievance redressal timelines effective from August 2024. The document also outlines the status of grievances in Jammu and Kashmir over the last three years. **Key Points / Main Content** * **Public Service Delivery Assessment:** * The Department collaborates with State Governments for biennial National e-Service Delivery Assessment (NeSDA) studies. * Public service portals are evaluated on parameters like Accessibility, Content Availability, Ease of Use, Information Security & Privacy, End Service Delivery, Integrated Service Delivery, and Status & Request Tracking. * States and Union Territories, including Jammu and Kashmir, participate to improve e-services delivery efficiency. * **Grievance Status in Jammu and Kashmir (CPGRAMS):** * Data for 2023, 2024, and 2025 shows the number of brought forward (B/F), received, pending, and closed grievances. * In 2023, 12,919 grievances were brought forward, 6,991 received, 2,052 pending, and 17,858 closed. * In 2024, 2,052 grievances were brought forward, 8,459 received, 7,340 pending, and 3,171 closed. * In 2025, 7,340 grievances were brought forward, 7,936 received, 5,598 pending, and 9,678 closed. * **CPGRAMS Reforms and Guidelines:** * A 10-step reform for CPGRAMS was introduced in April 2022 to ensure timely, effective, and accessible grievance redressal. * Comprehensive Guidelines for Effective Redressal of Public Grievances were issued in August 2024, reducing redressal timelines from 30 to 21 days. * These guidelines mandate integration of public grievance platforms, establishment of dedicated grievance cells, appointment of experienced nodal/appellate officers, emphasis on root cause analysis and citizen feedback, and strengthened escalation mechanisms. * A Review Meeting module has been operationalized in CPGRAMS for senior-level review of grievances to improve efficiency and quality. * **Capacity Building:** * The Administrative Training Institute in Jammu and Kashmir received grants under the Sevottam Scheme in FY 2024-25 and 2025-26 for capacity building of state government officials in grievance redressal. * **DARPG Initiatives:** * The Department of Administrative Reforms and Public Grievances (DARPG) has implemented initiatives to improve administrative transparency and accountability. * These include CPGRAMS, adoption of E-Office for digital noting and file tracking, National e-Service Delivery Assessment, and utilization of dashboards, service analysis, and citizen feedback through call centres. * **Information Source:** * The information was provided by the Union Minister of State (Independent Charge) for Science & Technology and Earth Sciences, and Minister of State in the Prime Minister's Office, Personnel, Public Grievances and Pensions, Atomic Energy and Space, Dr. Jitendra Singh, in a written reply to the Rajya Sabha. **Impact Analysis** **Citizens** * **Impact:** Citizens will benefit from more timely, effective, and accessible grievance redressal through CPGRAMS and reduced redressal timelines. Improved public service delivery portals, assessed for efficiency, will also enhance their experience. * **Action Required:** Citizens are encouraged to utilize the CPGRAMS platform and provide feedback to contribute to the grievance redressal process and the improvement of public services. **Government of Jammu and Kashmir Officials** * **Impact:** Officials will be involved in the assessment of public service delivery portals and will be trained to manage grievances more effectively. The reduced redressal timelines will necessitate quicker processing of complaints. * **Action Required:** State government officials are undergoing capacity building through grants provided. They are expected to adhere to the new, shorter grievance redressal timelines and integrate public grievance platforms as per the comprehensive guidelines. **Union Government Ministries and Departments** * **Impact:** Ministries and Departments will need to ensure integration of their grievance platforms, establish dedicated grievance cells, and appoint qualified officers as per the new guidelines. Senior-level reviews through the CPGRAMS module will be conducted. * **Action Required:** Ministries and Departments are required to implement the 10-step reforms of CPGRAMS and adhere to the comprehensive guidelines for effective grievance redressal, including the reduced timelines and establishment of grievance cells.

Key Entities Referenced