Department of Administrative Reforms and Public Grievances (DARPG)
Why in News?
The Department of Administrative Reforms and Public Grievances (DARPG) is prominently in the news following the launch of "Samadhan Didi," an AI-enabled voice chatbot, along with the release of its 46th and 49th monthly CPGRAMS reports highlighting major breakthroughs in digital governance and public grievance redressal.
Mandate and Institutional Setup
- Nodal Agency: Operates as the apex body under the Ministry of Personnel, Public Grievances and Pensions.
- Primary Objective: Formulates policy guidelines for citizen-centric governance, administrative documentation, and cross-ministry administrative reforms.
- Jurisdiction: Maximizes operational excellence by managing public grievances relating to both Central Government agencies and States/UTs.
Flagship Initiatives & Portals
- CPGRAMS: Manages the Centralized Public Grievance Redress and Monitoring System, a 24/7 online platform connecting citizens to public authorities.
- NeSDA (National e-Governance Service Delivery Assessment): Promotes the expansion of unified state portals, scaling digital public services across the country.
- Sevottam Scheme: Runs extensive capacity-building modules, training over 38,000 officers in quality public service delivery metrics.
Major Achievements & Efficiency Metrics
- Reduced Resolution Timelines: The average time to resolve a citizen's grievance has drastically dropped to just 13–15 days in 2026, down from 32 days in 2021.
- Special Cleanliness Campaigns: Institutionalised "Swachhata" within government offices, freeing 989 lakh sq. ft. of space and weeding out 173 lakh obsolete physical files.
- Global Leadership: India secured the Presidency of the International Institute of Administrative Sciences (IIAS) for the 2025–2028 term through DARPG representation.
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