Introduction

 

In a significant move to strengthen the grievance redressal system in India, the Department of Administrative Reforms and Public Grievances (DARPG) has collaborated with the Administrative Staff College of India (ASCI) to develop a comprehensive curriculum for the SEVOTTAM Capacity Building Program. This collaboration aims to enhance the effectiveness of Grievance Redressal Officers (GROs) at the state level through focused training on the Centralized Public Grievance Redress and Monitoring System (CPGRAMS). This initiative aligns with the directions of the Hon’ble Prime Minister, given during the PRAGATI meeting on December 26, 2024, for a renewed emphasis on grievance redressal mechanisms to make them more sensitive, accessible, and meaningful to the public.

 

Background of SEVOTTAM and CPGRAMS

 

The SEVOTTAM Program is a crucial component of India’s public administration reform initiatives. SEVOTTAM, which stands for Service Excellence through Citizens’ Rights, focuses on enhancing the capacity of government employees and officers to improve service delivery and citizen engagement. It specifically aims to empower grievance redressal officers with the tools and skills required to address public grievances efficiently and satisfactorily.

 

The CPGRAMS portal, developed by the DARPG, serves as a platform for citizens to lodge complaints related to various government departments and ministries. This system is integral to improving transparency, accountability, and citizen satisfaction in government functioning. However, to ensure that grievances are addressed effectively, there is a need for skilled and well-trained grievance redressal officers across both the central and state governments.

 

The Role of ASCI in Capacity Building

 

ASCI, a premier institute that specializes in management training and research, has been entrusted with the responsibility of assessing the training needs of grievance officers across India. This collaboration with DARPG will lead to the development of a model curriculum tailored to the needs of Grievance Redressal Officers (GROs) in state governments. The curriculum will focus on the content and andragogy (the method and practice of teaching adult learners) to ensure that the officers are equipped with practical knowledge, effective communication skills, and a deep understanding of grievance redressal processes.

 

Training Needs Assessment Across 22 State Administrative Training Institutes (ATIs)

 

ASCI will carry out a detailed training needs assessment in collaboration with 22 State Administrative Training Institutes (ATIs). This assessment will focus on the existing capacity of grievance officers and identify areas where further training is required. Based on the findings, ASCI will formulate tailored training modules that will improve the mode of delivery and ensure better outcomes in grievance redressal. The states involved in this initiative include Haryana, Andhra Pradesh, Telangana, Assam, Rajasthan, Jharkhand, Punjab, Tamil Nadu, Himachal Pradesh, Kerala, Tripura, Jammu & Kashmir, Madhya Pradesh, Goa, Gujarat, Uttar Pradesh, Arunachal Pradesh, Delhi, Meghalaya, Mizoram, Manipur, and Odisha.

 

Renewed Focus on Grievance Redressal

 

The renewed emphasis on grievance redressal, as articulated by the Hon’ble Prime Minister during the PRAGATI meeting, is pivotal in ensuring that citizens’ concerns are effectively addressed by the government. In this context, the collaboration between DARPG and ASCI becomes a cornerstone for improving the grievance redressal framework at the grassroots level.

 

The grievance redressal process is integral to fostering public trust in the government. If citizens see that their complaints are being handled efficiently and effectively, they are more likely to feel that the government is responsive to their needs. By focusing on the capacity building of grievance officers, the government aims to enhance the overall responsiveness and effectiveness of the grievance redressal process.

 

Effective Grievance Redressal at the Last Mile

 

One of the primary goals of the SEVOTTAM program is to build the capacity of the last-mile Grievance Redressal Officers (GROs) who deal with grievances on a day-to-day basis. These officers play a critical role in ensuring that the grievance redressal system functions smoothly and that citizens receive timely and fair solutions to their problems.

 

Through the collaboration with ASCI, a special emphasis will be placed on training GROs to handle complex cases, improve their problem-solving abilities, and ensure that their interactions with the public are marked by empathy and professionalism. The aim is not only to equip these officers with the necessary skills but also to instill a sense of accountability and commitment towards improving citizen satisfaction.

 

Benefits of the Collaboration

 

Enhanced Training Modules for Grievance Officers

 

The collaboration between DARPG and ASCI will result in the development of state-of-the-art training modules for grievance officers. These modules will incorporate the latest advancements in grievance redressal systems, focusing on effective communication, digital literacy, and practical problem-solving techniques.

 

Improved Mode of Delivery

 

The training programs will also focus on improving the mode of delivery, ensuring that grievance officers can access training content through a variety of channels, including online platforms, workshops, and field-based training programs. This flexible approach will ensure that officers across different regions, especially in remote areas, have access to high-quality training.

 

User Manuals and CPGRAMS Portal Integration

 

In a bid to streamline the grievance redressal process, over 101,575 Nodal Grievance Officers mapped on the CPGRAMS portal will benefit from the user manuals developed under this collaboration. These manuals will provide detailed guidance on using the CPGRAMS portal effectively, helping grievance officers resolve complaints more efficiently. The manuals will also include case studies, best practices, and troubleshooting tips to ensure that officers can navigate the system seamlessly.

 

Financial Support for State ATIs

 

In 2024-25, DARPG has allocated funds to 22 State Administrative Training Institutes (ATIs) to support the training of grievance officers. This funding will be used to upgrade training facilities, enhance the quality of training programs, and ensure that grievance officers are well-prepared to handle public grievances in a professional manner.

 

Conclusion

 

The collaboration between the Department of Administrative Reforms and Public Grievances (DARPG) and the Administrative Staff College of India (ASCI) represents a significant step towards enhancing the capacity of Grievance Redressal Officers across India. This initiative will improve the grievance redressal system, ensuring that it is accessible, responsive, and effective. With a focus on training, capacity building, and the development of practical tools and resources, this collaboration aims to build public trust in the grievance redressal process and, ultimately, strengthen the relationship between citizens and the government.