More than 23,000 grievances related to Jammu and Kashmir have been received through the Centralised Public Grievances Redressal and Monitoring System (CPGRAMS) over the past three years since 2023, the government informed the Rajya Sabha.
The information was provided by the Ministry of Personnel, Public Grievances and Pensions in response to an unstarred question raised by Sat Sharma, Member of Parliament in the Rajya Sabha and president of the Bharatiya Janata Party Jammu and Kashmir.
According to the ministry’s reply, 6,991 grievances were received in 2023, 8,459 in 2024, and 7,936 in 2025, with a significant number of cases being resolved through the digital grievance redressal system.
Query on Public Service Delivery
In his question, Sat Sharma sought details about measures taken by the government to improve the efficiency and effectiveness of public service delivery in Jammu and Kashmir. He also asked for information regarding the number of grievances received and resolved under various central government grievance redressal mechanisms during the last three years.
Sharma further requested details on steps taken to strengthen digital grievance systems, including online platforms and time-bound disposal mechanisms.
Reforms in Grievance Redressal System
The ministry stated that the Department of Administrative Reforms and Public Grievances conducts the National e‑Service Delivery Assessment (NeSDA) to evaluate public service portals of states and union territories, including Jammu and Kashmir.
The assessment reviews various parameters such as accessibility, ease of use, information security and integrated service delivery to improve governance efficiency.
To further strengthen grievance redressal, the government has implemented 10-step reforms in CPGRAMS and issued comprehensive guidelines in August 2024, reducing the grievance disposal timeline from 30 days to 21 days.
These measures also include integration of grievance platforms, establishment of dedicated grievance cells and the appointment of nodal and appellate officers for better monitoring and accountability.
Capacity Building and Digital Governance
The ministry also highlighted that the Administrative Training Institute Jammu and Kashmir has received grants under the Sevottam Scheme to conduct capacity-building programmes for government officials aimed at improving administrative efficiency and citizen-centric governance.
Additionally, several initiatives such as the implementation of E‑Office for digital file movement, monitoring dashboards, service analysis and citizen feedback systems have been introduced to enhance transparency, accountability and responsiveness in public administration.
