New Delhi: In a key initiative reinforcing the Government of India’s citizen-first governance model, the Department of Administrative Reforms and Public Grievance Redressal (DARPG) will organize a National Workshop on “Effective Redressal of Public Grievances and NextGen CPGRAMS” on 9th July 2025 at the TN Chaturvedi Conference Hall, Indian Institute of Public Administration (IIPA), New Delhi.
The workshop will be inaugurated by Union Minister of State (MoS) for Personnel, Public Grievances and Pensions, Dr. Jitendra Singh, who will also conduct a half-yearly review of the Centralized Public Grievance Redress and Monitoring System (CPGRAMS), India’s flagship e-governance platform for grievance redressal.
Sevottam Training Modules to be Released
On this occasion, the Sevottam Training Modules, curated by the Administrative Staff College of India (ASCI) and developed under DARPG’s initiative, will be officially launched. These modules are designed to build institutional capacities across Administrative Training Institutes (ATIs), helping public grievance officers enhance their skills in preventive, responsive, and citizen-centric governance.
The modules aim to formalize quality standards in service delivery and support the transformation from reactive to proactive grievance handling frameworks across ministries, departments, and state governments.
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Technical Sessions and Best Practices Showcase
The workshop will feature technical sessions and presentations from senior government officials, including:
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Shri Puneet Yadav, Additional Secretary, DARPG – Half-Yearly CPGRAMS Progress Review
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Prof. Nirmalaya Bagchi, ASCI – Presentation on Sevottam Training
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Shri Ratnesh Jha, Executive Director, Ministry of Railways – Insights from Railways’ grievance systems
States such as Rajasthan and Madhya Pradesh will also present best practices in grievance resolution, highlighting innovations, digital transformation, and citizen engagement at the grassroots level.
Plenary Discussions and Expert Insights on Public Grievance Redressal
The plenary session will include insights from:
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Shri V. Srinivas, Secretary, DARPG
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Former civil servants, academic leaders, and governance experts who will deliberate on building an institutional culture of quality, transparency, and accountability.
The role of frameworks like Sevottam, which promote citizen-centric service standards, and the upcoming roll-out of NextGen CPGRAMS features, including data analytics and multilingual interfaces, will be at the forefront of the discussions.
A Roadmap for NextGen CPGRAMS Implementation
With over 200 senior officers from central ministries, state governments, and ATIs in attendance, the workshop serves as a pivotal platform for:
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Cross-sector knowledge exchange
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Showcasing grievance redressal innovations
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Refining the roadmap for NextGen CPGRAMS
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Institutionalizing feedback loops for better service delivery
As India pushes forward with its Digital India and Good Governance initiatives, this workshop represents a crucial step in ensuring public grievance redressal systems are future-ready, citizen-focused, and performance-oriented.
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Source: PIB
