DARPG Secretary presents CPGRAMS to US Government representatives and key stakeholders
CPGRAMS is Foundation for
SMART Government
DARPG Secretary presents CPGRAMS
to the representatives of
US Government and key stakeholders at meeting convened by IBM Centre for The
Business of Government
India’s focus on Effective
Redressal of Public Grievances through the CPGRAMS portal using AI/ ML and data
analytics receives commendation from US Government officials
The IBM Centre for The Business of Government, Washington, DC invited
DARPG to make a presentation to the representatives of the US Government, as
well as stakeholders who work with the IBM Center on 3 June 2024 by video
conferencing. The 90-minute interaction with focus on adopting AI in governance
was attended by James-Christian Blockwood, Executive Vice- President,
Partnership for Public Service; Dan Chenok, Executive Director, IBM Centre for
the Business of Government, Terry Gerton, President and CEO National Academy of
Public Administration, Ivan Metzer, Director, Performance Management Line of
Business (US Performance Reporting), General Services Administration; Alexander
Snider Performance Management Strategy Lead, General Services Administration;
and other attendees of the US Government. The representatives of the
Commonwealth Hub for the Business of Government from India Prof Prajapati
Trivedi and Prof Avanish participated in the discussions. Government of India
was represented by Secretary DARPG V. Srinivas, Joint Secretaries of DARPG N.B.S.
Rajput, Jaya Dubey, Deputy Director General NIC Dr. Sushil Kumar, Deputy
Secretary DARPG Parthasarathy Bhaskar, Senior Technical Director NIC Shri Manu
Garg and other senior officials.
The Indian presentation on Centralized Public Grievance Redress and
Monitoring System (CPGRAMS) was made by Secretary Department of Administrative
Reforms and Public Grievances (DARPG) V.Srinivas on 3 June 2024. Dan Chenok
Executive Director IBM Centre for the Business of Government conducted the
interaction in which a number of commendations were received from the US
government officials.
Key highlights of the presentation included:
- The acknowledgment of technology's potential
to bridge the gap between citizens and government, empowering citizens,
and optimizing transparency and accountability.
- The implementation of CPGRAMS' 10-step reforms
has resulted in significant improvement in quality of grievance redressal
and reduction of timelines of grievance redressal.
- India has succeeded in redressal of over 1.5
lac grievances/ month and has mapped 1.02 lac grievance officers on the
CPGRAMS portal.
- The intelligent grievance monitoring dashboard
and the tree dashboard which were developed using AI/ ML practices were
also presented to enable handling of disaggregated data sets enabling
evidence-based policy making and data driven policy interventions.
- Government has approved an allocation of Rs.
128 Cr for CPGRAMS version 8.0 with an upgraded technology platform to be
implemented over the next 2 years.
The discussions between both the countries were cordial and
constructive. Enabling valuable exchange of information on citizen centric best
practices in the United States of America and India.