CPGRAMS: A Pathway to SMART Government – DARPG Secretary’s Presentation

The IBM Center 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 Mr. James-Christian Blockwood, Executive Vice- President, Partnership for Public Service; Mr. Dan Chenok, Executive Director, IBM Centre for the Business of Government, Ms. Terry Gerton, President and CEO National Academy of Public Administration, Mr. Ivan Metzer, Director, Performance Management Line of Business (US Performance Reporting), General Services Administration; Mr. 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 Shri V. Srinivas, Joint Secretaries of DARPG Shri N.B.S. Rajput, Smt. Jaya Dubey, Deputy Director General NIC Dr. Sushil Kumar, Deputy Secretary DARPG Shri Parthasarathy Bhaskar, Senior Technical Director NIC Shri Manu Garg and other senior officials.

Shri V.Srinivas ,Secretary DARPG along with 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) Shri V.Srinivas on 3 June 2024. Mr. 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:

1. The acknowledgment of technology’s potential to bridge the gap between citizens and government, empowering citizens, and optimizing transparency and accountability.
2. The implementation of CPGRAMS’ 10-step reforms has resulted in significant improvement in quality of grievance redressal and reduction of timelines of grievance redressal.
3. India has succeeded in redressal of over 1.5 lac grievances/ month and has mapped 1.02 lac grievance officers on the CPGRAMS portal.
4. 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.
5. 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.