SDG 16: Peace, Justice and Strong Institutions | SDG 17: Partnerships for the Goals
Institutions: Ministry of Personnel, Public Grievances & Pensions
The Department of Administrative Reforms and Public Grievances (DARPG) released its 39th monthly report on the Centralized Public Grievance Redress and Monitoring System (CPGRAMS) for States/UTs for October 2025. The overall strategy emphasizes improving service delivery through capacity building measures undertaken under the Sevottam Scheme. While 63,305 grievances were redressed during the month, total pendency remains high, standing at 1,76,091 PG cases as of October 31, 2025. The drive for efficient governance continues to be supported by strong digital outreach through Common Service Centres (CSCs).
Key Performance Indicators (October 2025)
Receipts and Disposal: A total of 64,736 grievance cases were received across the States and UTs. and 63,305 cases were redressed during the month.
Pendency Status: Total pendency stands at 1,76,091 PG cases across all States and UTs. 22 States/UTs each have more than 1,000 pending grievances.
Top Performers: Uttar Pradesh led the disposal count with 23,020 PG cases, followed by Haryana with 4,342 disposals.
Digital Outreach: 9,500 grievances were registered through Common Service Centres (CSCs) in October 2025, with CPGRAMS integrated with over 5 lakh CSCs.
Capacity Building: A total of 962 training courses have been conducted under the Sevottam Scheme between FY 2022–23 and FY 2025–26, training approximately 31,993 officers.
The persistently high pendency across 22 States/UTs signals a systemic lag in the quality and speed of administrative service delivery at the state level. The continued strong reliance on digital access points, including 9,500 grievances filed through Common Service Centres (CSCs) in October, demands sustained central and state investment in capacity building programs (Sevottam Scheme) to ensure that the disposal quality is matched by high resolution speed.
What is the Sevottam Scheme?→ The Sevottam Scheme is a framework developed by DARPG to improve the quality of public service delivery in government organizations. It focuses on institutionalizing citizen-centric governance through a three-part module that includes effective grievance redressal, service delivery capability, and customer feedback.
What are Common Service Centres (CSCs)? The CSCs are physical, internet-enabled access points established by the Ministry of Electronics and Information Technology (MeitY) as a pivotal part of the Digital India initiative. CSCs operate on a multiple-services, single-point model, serving as a critical last-mile link to deliver a wide range of essential government, financial, social welfare, and utility services to rural and remote areas. They are managed by local entrepreneurs known as Village Level Entrepreneurs (VLEs) and are essential for promoting digital and financial inclusion across the country. The CPGRAMS system’s integration with the network of over 5 lakh CSCs allows citizens in remote areas to easily lodge their grievances, ensuring citizen engagement and accessibility to governance.
The Sevottam Scheme is the institutional framework that government bodies use to enhance the quality and efficiency of public service delivery (Grievance Redressal and Service Delivery Capability). Common Service Centres (CSCs), on the other hand, are the digital access points (often numbering over 5 lakh in India) used as the critical, last-mile channel to deliver these services to citizens, especially in rural and remote areas.
Follow the full report here: CPGRAMS Report States/UTs October 2025