Grievance Analysis and System Reform
A Grievance Analysis Study has been conducted in respect of top 40 grievance receiving Ministries/Departments/Organizations listed on CPGRAMS for identifying grievance prone area, their roots cause analysis and suggested systemic reforms for reducing such grievances. For the top 20 Ministries/Departments about 80 reforms have been suggested out of which 35 reforms have been implemented. These reforms include automatic refunds on cancellation of Railway Tickets, Single Window Pension through disbursing Banks, intensive mechanized cleaning of coaches, e-verification of Income Tax Returns, expeditious Income Tax Returns upto Rs. 50,000/- etc. The reforms have been implemented by the concerned Ministries/Departments so that grievances on these specific issues could be reduced.
Grievances are required to be redressed in a decentralized manner by the Ministries/Departments/Organizations concerned as per work allocations under the allocation of Business rules, 1961. The details of receipt and disposal of grievances for the Ministries/Departments for the last three years are as under:
|Year||B/F||Received||Total||Disposed||% of disposal|
This was stated by the Union Minister of State (Independent Charge) of the Ministry of Development of North Eastern Region (DoNER), MoS PMO, Personnel, Public Grievances & Pensions, Atomic Energy and Space, Dr Jitendra Singh in a written reply in the Rajya Sabha today.