New Delhi (24.04.2024): The Commonwealth Secretariat had recognized Centralized Public Grievance Redress and Monitoring System (CPGRAMS) as a state-of-the-art grievance redressal system for SMART Government and invited DARPG to make a presentation at the 3rd Biennial Pan-Commonwealth Heads of Public Service/Secretaries to Cabinet Meeting from April 22–24, 2024, at Marlborough House, London. The theme of the 3-day conference is “Institutionalization of SMART Government for Improving Service Delivery,” with focus on adopting AI in governance. The meeting is being attended by nearly 50 member countries of the Commonwealth.
The Indian presentation on the Centralized Public Grievance Redress and Monitoring System (CPGRAMS) was made by V Srinivas, Secretary, Department of Administrative Reforms and Public Grievances (DARPG), on April 23, 2024 and received commendation from Commonwealth Member countries as a global best practice. The Secretary General of the Commonwealth, Patricia Scotland KC said, "CPGRAMS is a state-of-the-art grievance redressal system and a best practice of SMART government. The Commonwealth’s remaining 1.2 billion citizens can benefit from the adoption of the technology platform in the same way India’s 1.4 billion citizens have benefited."
Member countries also saw the relevance of an effective grievance redressal system in their countries. Ambassador Anthony Muchiri, Chairman of the Public Service Commission of Kenya; Zena Syed Ahmad, Permanent Secretary of Services in Tanzania; Patrick Kangwa, Cabinet Secretary of Zambia; Emma Peloetletse, Permanent Secretary of Botswana; and other Cabinet Secretaries, Permanent Secretaries, and Representatives of Uganda, Maldives, Grenada, amongst others. They highlighted CPGRAMS as a monumental reform and an effective tool for transformational governance.
A cordial and constructive bilateral meeting between V Srinivas, Secretary, DARPG and Patricia Scotland KC, Secretary General, Commonwealth Secretariat was held on the side-lines of the 3-day conference.
