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 framework. In a meeting chaired by Shri V Srinivas, Secretary, DARPG on 30^th 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

Satisfaction Press Release