New Delhi, Dec 30 (IANS): In a bid to swiftly address citizen concerns, the centralised public grievance redress and monitoring system (CPGRAMS) has successfully resolved over 70 lakh grievances in the last three years (2022-2024), the government said on Monday.
Now, DARPG is developing the NextGen CPGRAMS platform to improve grievance redressal.
Building on CPGRAMS 7.0, it will offer features like grievance filing via WhatsApp/Chatbot, voice-to-text lodging, instant alerts, and auto-escalation. Grievance Redressal Officers will benefit from machine learning-based auto-replies and auto-populated reports. Monitoring bodies can track grievances by grouping, sector and ministry.
The ‘NextGen CPGRAMS’ system is set to launch on July 1, 2025, further enhancing the grievance resolution process.