Content:
- CPGRAMS-10 Step Reforms deepened with focus on quality of grievance redressal and improving citizen satisfaction
- Pradhan Mantri Shram Yogi Maandhan Yojana
CPGRAMS-10 Step Reforms deepened with focus on quality of grievance redressal and improving citizen satisfaction
CPGRAMS, or the Centralized Public Grievance Redress and Monitoring System, is an online platform launched by the Government of India. It allows citizens to lodge grievances and track their resolution efficiently.
Relevance : GS 2(Governance)
1. Senior Officer Level Reviews of Grievance Redressal
- Cabinet Secretary issued directives (30th Jan 2025) for high-level grievance reviews.
- A dedicated review module has been introduced in CPGRAMS for Ministries/Departments.
2. Capacity Building under SEVOTTAM
- Administrative Staff College of India (ASCI) onboarded as a knowledge partner.
- National Workshop for State ATIs conducted in Bhopal (20th Feb 2025) to finalize training strategies.
3. Next-Gen CPGRAMS for Citizen-Centric Transformation
- Incorporates advanced technology for better accessibility and efficiency.
- Collaboration with NIC, NISG, IIT Kanpur, BHASHINI, and C-DAC.
4. Effective Metrics for Grievance Redressal Quality Monitoring
- Focus on qualitative assessment and citizen satisfaction parameters.
- Data-driven approach for tracking redressal performance.
5. Adoption of Best Practices from States
- Learning from successful state-level grievance redressal mechanisms.
- Standardization and replication of best practices nationwide.
6. Collaboration with Right to Services (RTS) Commissions
- Strengthening grievance redressal through synergy with RTS frameworks.
- Ensuring time-bound and legally enforceable grievance redressal mechanisms.
7. Improvement in Feedback Collection Practices
- Feedback Call Centre plays a central role in citizen engagement.
- Over 20 lakh feedbacks collected to assess redressal effectiveness.
8. Documentation and Dissemination of Success Stories
- Compilation of best-case grievance redressal instances.
- Public dissemination to showcase efficiency and accountability.
9. Enhanced Media Outreach on CPGRAMS Benefits
- Monthly CSC-CPGRAMS Day (20th of every month) for rural outreach.
- All India Radio Jingles to spread awareness about CPGRAMS.
10. State-wise CPGRAMS Rankings by Centre for Good Governance (CGG)
- Development of Ministry/Department-wise Grievance Redressal Assessment Index (GRAI).
- Collaboration with Quality Council of India & Feedback Call Centre for outreach and assessment.
Impact (2019-2024)
- 1.12 crore grievances redressed on CPGRAMS portal.
- 1.03 lakh Grievance Redressal Officers (GROs) mapped across departments.
- 30 lakh citizens registered on CPGRAMS.
- Grievance redressal timelines reduced to 15 days.
- 20 lakh+ citizen feedbacks collected for quality monitoring.
Pradhan Mantri Shram Yogi Maandhan Yojana
Introduction
- India’s unorganised workforce constitutes nearly 50% of GDP contribution.
- Pradhan Mantri Shram Yogi Maandhan (PM-SYM) provides a voluntary and contributory pension scheme for financial security in old age.
- Ensures ₹3,000 per month pension after 60 years for workers earning up to ₹15,000/month.
- Launched in Interim Budget 2019, administered by the Ministry of Labour & Employment and LIC as the Pension Fund Manager.
- Over 30.51 crore unorganised workers registered under e-Shram portal (as of Dec 31, 2024).
Relevance : GS 2(Governance)
Key Features of PM-SYM
- Minimum Assured Pension: ₹3,000 per month post 60 years.
- Government Contribution: Matches worker’s contribution 1:1.
- Voluntary & Contributory: Flexible contributions based on affordability.
- Family Pension: 50% of pension for the spouse after the beneficiary’s death.
- Exit Provisions: Flexible exit and withdrawal rules.
- Easy Enrolment: Registration via Common Service Centres (CSCs) or Maandhan portal.
- Fund Management: LIC ensures financial stability.
Eligibility Criteria
- Age: 18 to 40 years.
- Income: ≤ ₹15,000/month.
- Professions Covered:
- Street vendors, construction workers, daily wage labourers, domestic workers, rag pickers, artisans, weavers, fishermen, etc.
- Exclusion Criteria:
- Not covered under EPF, ESIC, or NPS.
- Not an income taxpayer.
- Not receiving benefits from any other government pension scheme.
- Documents Required: Aadhaar, savings bank/Jan Dhan account, mobile number.
- Pension starts at 60 years, with a ₹3,000 per month benefit.
Enrolment Process
- Visit CSC centres with Aadhaar and bank details.
- Biometric authentication using Aadhaar.
- First payment in cash, then auto-debit setup.
- Receive PM-SYM card upon successful registration.
- Alternative: Enrol via Maandhan portal
Implementation & Current Status
- Periodic review meetings with States/UTs.
- Regular coordination with Common Service Centres (CSCs).
- New features:
- Voluntary Exit & Revival Module.
- Claim Status & Account Statement.
- Extension of dormant account revival from 1 to 3 years.
- Two-way integration of PM-SYM & e-Shram.
- Awareness campaigns:
- SMS outreach, Chief Secretary interactions.
- Donate-a-Pension Module (employers pay staff premiums).
- Collaboration with financial bodies (DFS, PFRDA, NIPFP) to expand coverage.
Exit & Withdrawal Provisions
- Exit Before 10 Years:
- Refund of contributions + Savings bank interest rate.
- Exit After 10 Years but Before 60 Years:
- Worker receives contributed amount + interest (higher of actual fund earnings or savings bank rate).
- Death Before 60 Years or Permanent Disability:
- Spouse can continue scheme or withdraw funds with interest.
- Death After 60 Years:
- Spouse receives 50% of pension as family pension.
- Corpus Handling: After the death of both subscriber and spouse, funds are credited back to the scheme.
- Default Situation:
- Subscribers can regularize payments with penalty charges.
