DARPG Commission Visit Haryana

• 01 Jan 2025

Why in News? 

Recently, a delegation from the Department of Administrative Reforms and Personnel Grievances (DARPG) visited the Right to Services Commission, Haryana.

Key Points 

• Institutions Visited: 
  • The delegation visited Haryana Shehri Vikas Pradhikaran, Haryana Discoms, and the Antyodaya Saral call center monitored by the Commission. 
  • They observed seamless service delivery processes and attended a session of citizen interactions via video conferencing. 
  • The session emphasized real-time grievance resolution through collaboration with senior officials. 
• Achievements of the Right to Services Commission: 
  • Service Delivery Transformation: 
    • The Commission has revolutionized service delivery with 422 notified services provided in a time-bound manner. 
    • Each office displays notice boards specifying timelines for service delivery. 
  • Digitization and Innovations: 
    • Comprehensive digitization of processes was implemented, integrating the call center, Antyodaya Saral portal, and field offices. 
    • An auto-appeal process was introduced and rigorously monitored, ensuring improved grievance redressal. 

Department of Administrative Reforms and Public Grievances (DARPG)  

• It is the Government of India's nodal agency for administrative reforms and public grievance redressal.  
• It is under the Ministry of Personnel, Public Grievances, and Pensions. 
• It provides the Centralised Public Grievance Redress and Monitoring System (CPGRAMS), an online platform for citizens to file grievances with the central and state government ministries and departments. 
• The DARPG also uses the Intelligent Grievance Management System (IGMS) to flag urgent grievances and detect spam, bulk, and repetitive grievances.  
  • IGMS also analyzes the text content and attachments of grievances to identify their semantic gist.