DARPG to deepen collaboration with Right to Services Commissioners of 10 States for improving service delivery and effective redressal of public grievances in pursuance of directions of Hon’ble Prime Minister in Pragati Meeting dated 5.3.2025 Next Gen Technology options to be adopted for Integration of RTS Portals of States with CPGRAMS portal and Reverse Integration through Web API’s to be pursuedCitizen Grievances on CPGRAMS portal for improving Service Delivery of State Governments to be mapped and shared with Right to Services Commissioners for notifying such services/ digitization of the servicesBest practices in Improving Service Delivery through the Right to Service Commissioners to be documented

Published on 07-Mar-2025 12:07 AM

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DARPG’s Collaboration Initiative: Enhancing Service Delivery Through Right to Services in India

In the ever-evolving landscape of public service delivery in India, DARPG (Discharge Activity for Resolving Grand Challenges) plays a pivotal role by deepening its collaboration with Right to Services (Rts) commissioners from 10 states. This initiative is part of Prime Minister Narendra Modi’s strategic direction aimed at addressing public grievances and enhancing service satisfaction. The collaboration focuses on improving service delivery through the CPGRAMS portal, a crucial platform for state governments in ensuring effective redressal of grievances.

Key Initiatives

1. Collaboration Across States and Rts

DARPG is expanding its reach by collaborating with the Right to Services Commissioner (Rts) from 10 states, aiming to strengthen service delivery mechanisms. This partnership seeks to improve public satisfaction by fostering efficient service delivery and redressal strategies.

2. Capacity Building Through Collaborative Efforts

The Administrative Staff College of India (ASCI), a trusted institution within the state government network, is collaborating with CPGRAMS to introduce innovative capacity-building programs for GRO reskilling. This initiative will involve upskilling GROs, enhancing their ability to handle service-related issues effectively.

Citizen Grievances on CPGRAMS Portal

Citizen grievances in CPGRAMS are categorized into service delivery categories, such as billing and customer support. The portal is digitized for better readability and accessibility, facilitating easy mapping of services received by state government employees.

Best Practices in Service Delivery Through Rts Coordinators

The initiative includes detailed documentation to ensure best practices are followed, which will be integrated into future management systems for Rts coordinators across states.

In conclusion, DARPG’s collaboration with the Rts system is a significant step towards enhancing public satisfaction. This initiative not only strengthens partnerships but also digitizes service delivery processes, ensuring that citizens receive reliable and efficient assistance. The outcomes of this collaboration are expected to improve governance effectiveness and citizen satisfaction in India.

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