CPGRAMS (Governance)
CPGRAMS (Governance)
Why In News:
The evolution of the Centralised Public Grievance Redress and Monitoring System (CPGRAMS) into an AI-enabled ecosystem was recently in news, with new tools like Samadhan Didi and BHASHINI easing citizen access.
Source: PIB Analysis, 10 August 2026 - ‘Digital Grievance Redressal & CPGRAMS’
https://www.pib.gov.in/PressReleasePage.aspx?PRID=2296724®=48&lang=1
What is CPGRAMS?
About: CPGRAMS is a 24×7 online grievance redressal platform that connects Central Ministries, Departments, State Governments and Union Territories, enabling citizens to lodge and track complaints related to public services.
It is developed by the National Informatics Centre, (MeitY), in association with the Ministry of Personnel, Public Grievances & Pensions.
Multi-Channel Access: Citizens can submit grievances through the CPGRAMS portal, mobile app, UMANG, post and over 5 lakh Common Service Centres (CSCs).
The standard timeline for grievance redressal under CPGRAMS is 21 days.
New-age Features
CPGRAMS 7.0 introduces automatic grievance routing, using AI to direct complaints to the correct department without manual intervention.
Samadhan Didi: Launched in May 2026, it is an AI-powered voice chatbot integrated with BHASHINI, enabling citizens to file grievances through voice in their preferred language.
BHASHINI, the AI-based language translation platform under the National Language Translation Mission, is integrated with CPGRAMS to enable multilingual grievance filing.
Key Facts for Prelims
DARPG also administers the Sevottam framework for service delivery excellence and coordinates the Good Governance Index rankings of States.
Sevottam Model is a model proposed by 2nd ARC (Administrative Reforms Commission) for public Service Delivery. Sevottam Model is now regarded as a standard model for providing citizen-centric governance services.
Several States have enacted Right to Public Service legislations for time-bound service delivery, complementing CPGRAMS.