Government of India has been making enormous efforts to make the governance citizen-centric and the service delivery to its citizen hassle-free and cost-effective. Digital India is the cornerstone of E-governance which is surely on the right path to revolutionize the bureaucratic system by bringing transparency, accountability, responsibility and thus, emancipating the citizen from stagnation of ill-governance. In this direction, GoI has launched many services and products (apps and soft wares) online. I recently had a taste of Centralized Public Grievance Redress and Monitoring System (CPGRAMS) and it's working efficiency.
CPGRAMS, as defined on its website, is the platform based on web technology which primarily aims to enable submission of grievances by the aggrieved citizens from anywhere and anytime (24x7) basis to Ministries/Departments/Organisations who scrutinize and take action for speedy and favorable redress of these grievances. Tracking grievances is also facilitated on this portal through the system generated unique registration number.
I lodged a complaint regarding the redundant mode of filling CSIR NET-JRF application forms. My complaint read as:
As mentioned in Advertisement Notification No.10-2(5)/2017(ii) - E.U.II, item no. 5.4. "Candidates applying for the Test may deposit their Examination fee, after verifying their eligibility, in any branch of the Indian Bank throughout the country by paying the requisite fee in cash through bank challan OR RTGS/NEFT through any bank (Bank account details are required to be filled in the Indian Bank challan form to be downloaded from online application system", the mode of payment for CSIR-NET JRF/LS application form via offline(challan) and online(NEFT) means are not efficient and time consuming processes. Payment through offline mode is also only through a bank (INDIAN BANK) which don't have suffice penetration in various states. Like, in Jammu Kashmir, it has only four branches i.e. only two districts and long queues can be visible outside bank branch counters. Recently, many candidates faced a cumbersome situation when Indian bank's servers were down for a day at Gandhi Nagar branch, Jammu. Although NEFT facility is available but it doesn't provide the ease and pace that other modes like debit/credit card, net banking, UPI, PSB e-wallets etc. provide. Moreover, the whole process is orthodox and redundant viz. Challan deposition, filing forms and then sending the application forms and challan through post. In the era where digitization (paperless and cashless) has been lauded as the epitome of governance with our PM's flagship idea of Digital India, how much it is justified to linger on such methodology of form submission and let the students waste their productive times in such unproductive processes. It should be made wholly online whether it is payment mode via all the modes possible and discontinuing the tradition of sending the application forms through post. It doesn't seem unfeasible as most of the examination conducting agencies are providing simplified and convenient routes of application form submission to students and further when Rs 1000 is charged as fee. Thanks.
Contacting on phone numbers that were provided to me in this exercise, I was assured that the process would be streamlined. To my wonder, CSIR notified it's next notification viz. Advertisement No.10-2(5)/2018(i) - E.U.II with all the changes I made concern of. A number of such cases disposed off by CPGRAMS makes it one of the best tool in the direction of a citizen-centric governance.
"An Inclusive Governance comes into being when a representative form of Government lends the platform and the citizen is receptive enough to utilize the same for the overall good of the society."
Procedure for citizens to lodge grievance:
(www.cbec.gov.in/htdocs-cbec/cpgrams-brief.pdf)
1. Grievances can be lodged online by log-in to www.pgportal.gov.in (PG portal) with provision for selecting password and giving email ID to receive electronic acknowledgement. The citizen could also lodge grievance using – link on CBEC website www.cbec.gov.in . The specifics in the grievance may be provided like the right jurisdictional office (if known), details of specific service not meeting Citizen Charter norms and remedy requested with immediate action if any. Citizen may provide additional details as sought by department for effective grievance redress.
2. The system shall generate a ‘Unique Registration number’ for each grievance. This number could be used to check periodic progress and send reminders.
3. On grievance redress, reply is received and can be viewed through the PG portal.
4. Grievances can also be sent by post or hand to Public Grievance Officers (PGO) at field level on a plain paper giving above specific details for redress. PGO shall issue a unique number to complainant for follow up. The grievances could be followed up with PGO for progress or redress quoting the unique number. Details of the PGO are available at the CBEC web-site or could be got by calling the jurisdictional Chief Commissioner/ Commissioner office.
CPGRAMS, as defined on its website, is the platform based on web technology which primarily aims to enable submission of grievances by the aggrieved citizens from anywhere and anytime (24x7) basis to Ministries/Departments/Organisations who scrutinize and take action for speedy and favorable redress of these grievances. Tracking grievances is also facilitated on this portal through the system generated unique registration number.
I lodged a complaint regarding the redundant mode of filling CSIR NET-JRF application forms. My complaint read as:
As mentioned in Advertisement Notification No.10-2(5)/2017(ii) - E.U.II, item no. 5.4. "Candidates applying for the Test may deposit their Examination fee, after verifying their eligibility, in any branch of the Indian Bank throughout the country by paying the requisite fee in cash through bank challan OR RTGS/NEFT through any bank (Bank account details are required to be filled in the Indian Bank challan form to be downloaded from online application system", the mode of payment for CSIR-NET JRF/LS application form via offline(challan) and online(NEFT) means are not efficient and time consuming processes. Payment through offline mode is also only through a bank (INDIAN BANK) which don't have suffice penetration in various states. Like, in Jammu Kashmir, it has only four branches i.e. only two districts and long queues can be visible outside bank branch counters. Recently, many candidates faced a cumbersome situation when Indian bank's servers were down for a day at Gandhi Nagar branch, Jammu. Although NEFT facility is available but it doesn't provide the ease and pace that other modes like debit/credit card, net banking, UPI, PSB e-wallets etc. provide. Moreover, the whole process is orthodox and redundant viz. Challan deposition, filing forms and then sending the application forms and challan through post. In the era where digitization (paperless and cashless) has been lauded as the epitome of governance with our PM's flagship idea of Digital India, how much it is justified to linger on such methodology of form submission and let the students waste their productive times in such unproductive processes. It should be made wholly online whether it is payment mode via all the modes possible and discontinuing the tradition of sending the application forms through post. It doesn't seem unfeasible as most of the examination conducting agencies are providing simplified and convenient routes of application form submission to students and further when Rs 1000 is charged as fee. Thanks.
"An Inclusive Governance comes into being when a representative form of Government lends the platform and the citizen is receptive enough to utilize the same for the overall good of the society."
Procedure for citizens to lodge grievance:
(www.cbec.gov.in/htdocs-cbec/cpgrams-brief.pdf)
1. Grievances can be lodged online by log-in to www.pgportal.gov.in (PG portal) with provision for selecting password and giving email ID to receive electronic acknowledgement. The citizen could also lodge grievance using – link on CBEC website www.cbec.gov.in . The specifics in the grievance may be provided like the right jurisdictional office (if known), details of specific service not meeting Citizen Charter norms and remedy requested with immediate action if any. Citizen may provide additional details as sought by department for effective grievance redress.
2. The system shall generate a ‘Unique Registration number’ for each grievance. This number could be used to check periodic progress and send reminders.
3. On grievance redress, reply is received and can be viewed through the PG portal.
4. Grievances can also be sent by post or hand to Public Grievance Officers (PGO) at field level on a plain paper giving above specific details for redress. PGO shall issue a unique number to complainant for follow up. The grievances could be followed up with PGO for progress or redress quoting the unique number. Details of the PGO are available at the CBEC web-site or could be got by calling the jurisdictional Chief Commissioner/ Commissioner office.
