35th Report on CPGRAMS

• 10 Jul 2025

Why in News?  

The Department of Administrative Reforms and Public Grievances (DARPG) released the 35th monthly report of the Centralized Public Grievance Redress and Monitoring System (CPGRAMS) for States and Union Territories for June 2025.  

• The report provides an analysis of public grievance types and their redressal by States and UTs; in this edition, Uttar Pradesh recorded the highest number of disposals (25,870 cases), followed by Gujarat (3,986 cases).

Key Points

• About CPGRAMS: 
  • CPGRAMS is a 24/7 online platform developed by the National Informatics Centre, for citizens to lodge grievances related to service delivery. 
  • It was launched by the DARPG under the Ministry of Personnel, Public Grievances & Pensions. 
  • It is a single portal connected to all the Ministries/Departments of the Government of India and States. 
  • CPGRAMS also provides an appeal facility to the citizens if they are not satisfied with the resolution by the Grievance Officer. 
  • Issues not addressed for redressal include Right to Information (RTI) matters, court-related or sub-judice matters, religious matters, and grievances of government employees related to their service issues. 

 

• Sevottam Guidelines for 2025–26: 
  • In collaboration with ASCI Hyderabad, the DARPG has developed the Sevottam Guidelines for 2025–26, accompanied by a comprehensive training curriculum.  
  • These guidelines aim to standardize grievance redressal processes across government departments and further improve the quality of public services.

Sevottam Model 

• About:  
  • The 2^nd Administrative Reforms Commission (ARC), in its 12th report titled "Citizen-Centric Administration – The Heart of Governance", emphasized the need to make government institutions more transparent, accountable, and citizen-friendly. 
    • To implement this vision, the DARPG introduced the ‘Sevottam’ framework. 
  • The Sevottam Model serves as a structured framework to improve public service delivery in India. 
  • It promotes citizen-centric governance by fostering transparency, accountability, and continual enhancement of services in public institutions. 
• Key Components of the Sevottam Model: 
  • Citizen Charters: 
    • Public organisations publish Citizen Charters to declare the services they offer, the service delivery timelines, and citizens' entitlements. 
    • These charters empower citizens to demand better services and hold service providers accountable. 
  • Public Grievance Redressal: 
    • The model includes a strong grievance redressal system to resolve complaints effectively. 
    • It focuses on ensuring citizen satisfaction, regardless of the outcome of the grievance. 
  • Excellence in Service Delivery: 
    • This component ensures efficient service delivery through capacity building, performance management, and a culture of continuous improvement. 
• The 7-Step Sevottam Approach: 
  • Define Services: Public agencies must clearly identify and define the services offered by each department or unit. 
  • Set Standards: Authorities should lay down measurable and time-bound service standards for each identified service. 
  • Develop Capacity: Departments need to build institutional and human resource capacity to meet service delivery benchmarks. 
  • Perform: Internal systems and processes must ensure that individuals and departments consistently meet the prescribed standards. 
  • Monitor: Organisations must regularly track performance against defined benchmarks. 
  • Evaluate: Authorities should carry out periodic evaluations, incorporating citizen feedback to assess service quality. 
  • Continuous Improvement: Based on monitoring and evaluation, organisations should introduce improvements and reforms to enhance service delivery over time.