CMGC Odisha Centralized Public Grievances Redress And Monitoring System (CPGRAMS)

Name of the Organisation : Chief Minister Grievance Cell Government of Odisha (cmgcodisha.gov.in)
Type of Announcement : Centralized Public Grievances Redress And Monitoring System (CPGRAMS)

User Manual Notification : https://www.indianjobtalks.in/uploads/19368-cpgrams_usermanual.pdf
Home Page : http://cmgcodisha.gov.in/index.php

Centralized Public Grievances Redress And Monitoring System (CPGRAMS) :
1. Introduction:
Audience :
This user manual has been provided for the users of CPGRAMS application software. It has been assumed that the user has basic working knowledge of computers as well as internet browsing experience and is well versed with grievance redress mechanism.

Purpose :
The purpose of this document is to provide an interface between the users and the application software. It will help users to understand various features of the application and will enable them to operate the software. The objective of the application is to provide an online grievance redress and monitoring system to the citizens and various Departments/ Organizations of Government of Orissa.

2. System requirement to run the application software :
Being a web enabled application any client machine equipped with internet connectivity could run the application software.

3. Product Features :
The highlights and important features of CPGRAMS application software are as under:
3.1. It is an integrated application system, based on web technology which primarily aims at submission of grievances by the aggrieved citizens from anywhere and any time (24×7) basis for instant and easy communication between the CM Office and citizens resulting in the speedy redress of their grievances.

3.2. CPGRAMS facilitates the system generated unique registration number upon the online submission of grievances from the citizens to the Chief minister’s office through Internet using any Browser Interface.

3.3. Automatic Online Data transmission between Departments/Organisations and the subordinate organizations is facilitated by CPGRAMS.

3.4. CPGRAMS has been designed and developed with a view to achieve the uniform and systematic approach towards monitoring of procedures by adopting a comprehensive classification and standardisation of grievances and redress actions across the government organisations.

3.5. CPGRAMS facilitates the monitoring reports and queries as per the requirement of Departments/Organizations for effective monitoring for pending grievances.

3.6. CPGRAMS facilitates the generation of automated letters like Acknowledgement and Final reply letters etc. for official correspondence with complainants.

4. Application Modules & Operating Instructions
4.1. Home:
Citizen:
In order to access the application from an internet browser, open your internet browser and type or in the address bar and press enter. This is the general interface of the application. The major links (buttons) available on this page would lead you to the following interfaces:
** Lodge Grievance
** Lodge Reminder/Clarification
** View Action Status

4.2. Lodge Grievance:
To register a grievance a citizen has to click on the Lodge Grievance Button. The citizen has to enter his/her details along with the description of the grievance and can also upload any relevant document in support of the grievance (in PDF format only). The form has some mandatory fields marked as *

4.3. Lodge Reminder/Clarification:
In case of any delay in the processing of the grievance, a citizen can put a reminder for his/her lodged grievance. In order to put a reminder the citizen has to click on the Lodge reminder/Clarification button on the home page.

4.4. View Action Status:
A citizen can view the status of his/her grievance by clicking on the View Action Status button on the home page and has to provide the details as per the form.

How to process the received grievances?
In order to assess a new grievance read the grievance content (Grievance Details and Remedial Action Suggested) carefully and decide the action out of the following available options :
** Examined at our level
** Forwarded to subordinate organisation
** No action required

Grievance category needs to be selected only if the grievance has been assessed for the first time. If the grievance needs to be examined at the subordinate organisation then the parent organisation forwards it to the subordinate organisation. The table given below would further explain the actions required and results obtained while assessing the grievances.

Contact us :
General Information :
Contact No. : 0674-2530700
Email Id : cmo@nic.in
Office Address:
Office of the Chief Minister
Grievance Cell,
Qrs No VIII-DS-I,Unit-V,
Bhubaneswar, Odisha
Pin- 751001