30 March 2020 – Government outlines new protocol for Ministries dealing with COVID-19 related grievances

Type of Intervention: Executive Order
Sectors Involved: Government of India
Level of Jurisdiction: National
Lead People/Agency: Department of Administrative Reforms and Public Grievances, Public Grievances Division Government of India

Overview: Intervention: HANDLING PUBLIC GRIEVANCES PERTAINING TO COVID 19 IN MIISTRIES / DEPARTMENTS OF GOVERNMENT OF INDIA
Target Audience: Secretary and Advisor of Prime Minister of India, Cabinet Secretary, All Secretaries to Government of India and all Nodal Grievance officers of Government of India

Laid down the procedure which shall be adopted for handling Public Grievances pertaining to COVID 19 in Government of India: Every Department/ Ministry shall appoint a designated Nodal Officer for handling COVID-19 Public Grievances.

Every Department/ Ministry website shall have a separate field in CPGRAMS to cater to COVID-9 grievances for more focused tracking, monitoring, and disposal of public grievances.
Considering the importance of prompt redressal of such grievances, every Department/Ministry shall pay high priority and will closely monitor COVID19 public grievance redressal on their respective Dashboards. In Departments/ Ministries where CPGRAMS version 7.0 has been implemented, mapping of the COVID-19 grievances shall be done to the last mile grievance officers.

Considering the urgency and importance of redressal of COVID 19 grievances, it shall be incumbent on every Ministry/ Department to prioritize for expeditious quality addressal of these grievances at the earliest preferably within a timeline of 3 days to provide redressal.
Full details here: https://pgportal.gov.in/Home/Preview/Q09WSUQtMTktT010b0NlbnRyYWxNaW5pbml0cmllc0RlcHR0cy5wZGY%3D

Type of Justification: Advice of INTERNAL government advisory committee or group
Source of Evidence or Justification: National – government
Evidence/Justification: