The Impact of Sevottam and Effective Redressal of Public Grievances: A Comprehensive Blog Post
In the bustling city of Kerala, a significant milestone was celebrated on April 25th, 2025. The Institute of Management in Government (IMG) hosted the 5th National Workshop on “Sevottam and Effective Redressal of Public Grievances,” organized by the Department of Administrative Reforms and Public Grievances (DARPG). This event was a testament to DARPG’s commitment to transparency, accountability, and resolving public grievances effectively.
The Prime Minister’s Call for Transparency and Accountability
As highlighted in the headline, this workshop is rooted in the Prime Minister’s emphasis on effective grievance resolution as a cornerstone of transparent and accountable governance. By fostering dialogue and collaboration among stakeholders, DARPG aimed to empower individuals, institutions, and governments to address public issues constructively.
The Workshops: An Overview
Starting with Shri K. Jayakumar, Director of IMG, the event commenced in the presence of key participants from various state government ATIs (ATI stands for Administrative Reforms and Public Grievances). The inaugural session introduced a series of reforms, including multilingual support through Bhashini, advanced CPGRAMS features, and enhanced monitoring. This holistic approach sought to build trust and ensure citizens are empowered.
Over 100 officials from government bodies and non-profit organizations attended the workshop, showcasing a diverse range of perspectives on public grievances. The event unfolded across five sessions, each focused on best practices in public governance, the use of technology tools for effective resolution, and roles played by non-profits in this space.
The Role of Non-Profits
One of the most impactful aspects of the workshop was its role in involving non-profits as knowledge partners. Representatives from ASCII (the Administrative Staff College of India) suggested model capacity building modules tailored to state governments, aiming to enhance their capacity in addressing public grievances through more innovative approaches.
Shri Chakravarthy’s Insights
Professor Nirmalaya Bagchi, Secretary General of the Quality Council of India, shared valuable insights on evolving categorization frameworks in CPGRAMS. She emphasized the simplification of grievance filing processes, making them more intuitive and citizen-centric, a move that significantly enhances service delivery.
The Draft Sevottam Rules
In addition to these reforms, the workshop introduced draft Sevottam rules designed to guide better public governance. These rules aim to improve transparency, ensure accountability, and foster a culture of collective action among stakeholders. The rules were open for discussion with state governments by Shri Chakravarthy, ensuring that they reflect a broad consensus.
The National Workshops
Over the past three financial years (2022-23, 2023-24, and 2024-25), DARPG provided substantial support to state ATIs/CTIs with financial aid to set up Sevottam Training Cells. These initiatives resulted in the conduct of over 756 training courses, trained 24,942 officers across various state governments. This impressive figure highlights the workshop’s success in empowering individuals and institutions to address public grievances effectively.
The SARCG’s Draft Model
SARCG (State Administrative Reforms and Council) published a draft model for ranking state governments based on their performance. This initiative aims to consolidate governance by ensuring that state governments are recognized for their contributions, improving the efficiency of public services. The model will have long-term implications for improving transparency and accountability.
The Impact Beyond Training
Beyond training, the workshop emphasized the importance of better governance in fostering a culture of inclusivity and collaboration. It highlighted how effective grievance resolution can lead to enhanced transparency, accountability, and stronger accountability across government functions. These principles are not just about addressing grievances; they are about building a more transparent, accountable, and sustainable government.
In conclusion, the 5th National Workshop on “Sevottam and Effective Redressal of Public Grievances” underscored DARPG’s leadership in shaping effective governance frameworks. It demonstrated how collaborative efforts among individuals, institutions, and non-profits can lead to meaningful changes in governance, ultimately improving public services and enhancing citizen satisfaction.
As the workshop concluded, the focus was clear: to build a better future through effective governance, where transparency, accountability, and collective action are not just principles but essential pillars of a functioning society.