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Department of Administrative Reforms and Public Grievances (DARPG) | Ministry of Personnel, Public Grievances and Pensions | National Informatics Centre (NIC)
The CPGRAMS Annual Report 2025 highlights a transformative year in India’s grievance redressal landscape, characterized by the acceleration of Next Generation Reforms to align with the vision of Viksit Bharat 2047. Central to this evolution is the integration of the Sevottam Framework to standardize service delivery, alongside the transition of CPGRAMS into a unified “One Nation-One Portal” interface.
Key performance and technological milestones in 2025 include:
Operational Efficiency: The average disposal time for Central Ministries has significantly improved, falling from 22 days in 2022 to 15 days in 2025.
Massive Scale: As of November 2025, more than 20 lakh grievances were received, supported by a network of over 1.1 lakh registered Grievance Redressal Officers (GROs).
Institutionalized Sevottam: The Department spearheaded a series of National Workshops to institutionalize the Sevottam framework, which now includes a Model Curriculum and Pedagogy for training officials in citizen-centricity.
AI-Driven Personalization: The platform features IGMS 2.0, leveraging AI/ML for instant analysis, while a voice-enabled AI chatbot via Bhashini allows citizens to lodge grievances in any of the 22 scheduled Indian languages.
Monitoring & Review: A new Review Meeting Module enabled 223 senior-level meetings by November 2025, identifying 52 systemic policy issues for reform.
Feedback Mechanism: Over 10.7 lakh citizens provided feedback, with the Feedback Call Centre accounting for 66% of responses.
What is CPGRAMS? CPGRAMS stands for Centralized Public Grievance Redress and Monitoring System. It is an online platform developed by the Department of Administrative Reforms and Public Grievances (DARPG), Government of India, to facilitate the redressal of public grievances. CPGRAMS provides citizens with a unified interface to lodge complaints and track their status across various Central Ministries, Departments, and State/UT Governments. It aims to ensure transparency, accountability, and efficiency in addressing public concerns, aligning with the vision of citizen-centric governance.
What is the Sevottam Framework? It is a standard-setting model for service delivery excellence in government organizations. In 2025, the framework was strengthened through a Model Curriculum developed with ASCI Hyderabad, aimed at training Grievance Redressal Officers (GROs) in behavioral skills and the Karmayogi competency model to ensure that every grievance is handled with sensitivity and accountability.
Policy Relevance
The 2025 report underscores a shift toward a more responsive and accountable administrative architecture:
Cooperative Federalism: The full integration of 15 State/UT portals with CPGRAMS establishes a whole-of-government approach to grievance processing.
Systemic Problem Solving: Through the Data Strategy Unit (DSU) and the Review Meeting Module, DARPG identifies recurring policy gaps to trigger root-cause reforms rather than individual ticket closure.
Inclusivity & Rural Outreach: Integration with 5.6 lakh Common Service Centres (CSCs) empowers rural citizens to file grievances through local Village Level Entrepreneurs.
Competitive Performance: The Grievance Redressal Assessment and Index (GRAI) evaluated Ministries across 11 indicators, fostering healthy competition to drive continuous improvement in quality.
Follow the full news here: CPGRAMS Annual Report 2025