Consider the following statements regarding Integration of CPGRAMS with state-level grievance portals:
1. The DARPG initiated the 'One Nation, One Portal' project in 2019 to replace existing state-specific grievance software with a centralized cloud server hosted by the Ministry of Electronics and Information Technology.
2. The CPGRAMS platform allows for the direct transfer of financial compensation to complainants, a feature enabled by the 2021 amendment to the Public Grievance Redressal Rules.
3. The feedback mechanism within CPGRAMS allows citizens to provide ratings on a scale of 1 to 5 after the closure of their grievance, which is then used for the monthly Grievance Redressal Index.
How many of the statements given above are correct?
- Only one
- Only two
- All three
- None
Explanation: Statement 3 is correct. Statement 1 is incorrect. Statement 2 is incorrect.
Statement 3 is correct as the CPGRAMS feedback mechanism enables citizens to rate their experience on a scale of 1 to 5, which serves as a key metric for the DARPG's monthly Grievance Redressal Index. Statement 1 is incorrect because the 'One Nation, One Portal' initiative aims to integrate state portals with CPGRAMS through API-based interoperability rather than replacing them with a single centralized server. Statement 2 is incorrect because CPGRAMS is a platform for administrative redressal and policy feedback, and it does not possess the mandate or technical functionality to process or transfer financial compensation to complainants.
Consider the following statements regarding Role of Ombudsman in parallel grievance redressal systems:
1. The Lokpal and Lokayuktas Act of 2013 provides for the establishment of an Ombudsman at the state level, and the first state to implement this provision was Maharashtra in 1971.
2. The Insurance Ombudsman scheme, notified under the Insurance Regulatory and Development Authority Act of 1999, allows for the resolution of disputes where the claim amount exceeds 50 lakh rupees.
3. The Income Tax Ombudsman office, established in 2003, handles grievances related to tax assessment delays and functions under the direct administrative control of the Central Board of Direct Taxes.
How many of the statements given above are correct?
- Only one
- Only two
- All three
- None
Explanation: Statement 1 is incorrect. Statement 2 is incorrect. Statement 3 is incorrect.
Statement 1 is incorrect because while Maharashtra was the first state to establish a Lokayukta (via the Maharashtra Lokayukta and Upa-Lokayuktas Act, 1971), it predates the 2013 central Act. Statement 2 is incorrect because the Insurance Ombudsman Rules, 2017, allow for the resolution of complaints irrespective of the claim amount, provided they meet specific criteria, and the scheme is notified under the Insurance Act, 1938, not the IRDAI Act. Statement 3 is incorrect because the Income Tax Ombudsman office was abolished by the government in 2017 as part of a rationalization exercise, and it functioned under the Department of Revenue, not directly under the CBDT.
Consider the following statements regarding DARPG role in grievance monitoring:
1. The CPGRAMS portal was launched in 2007 as a flagship initiative under the Second Administrative Reforms Commission to provide a centralized platform for the submission of Right to Information applications.
2. The Grievance Redressal Index, published monthly by DARPG, evaluates the performance of central ministries based on parameters such as receipt, disposal, and the feedback received from the complainants.
3. The CPGRAMS portal incorporates an automated feedback mechanism where citizens can rate the quality of grievance resolution on a scale of one to five stars upon closure of their case.
How many of the statements given above are correct?
- Only one
- Only two
- All three
- None
Explanation: Statement 2 is correct. Statement 3 is correct. Statement 1 is incorrect.
Statement 1 is incorrect because CPGRAMS is a platform for public grievances, not for filing RTI applications, which are handled through the RTI Online portal. Statement 2 is correct as the DARPG publishes the monthly Grievance Redressal Index to rank ministries based on their disposal efficiency and citizen satisfaction. Statement 3 is correct because CPGRAMS features an integrated feedback system that allows citizens to rate their resolution experience on a five-star scale, which is then used to monitor the quality of grievance redressal.
Consider the following statements regarding Grievance Redressal Index (GRI) methodology:
1. The Grievance Redressal Index was introduced under the 2014 Good Governance Day initiative, and it utilizes a weightage system where citizen feedback accounts for 60 percent of the final score.
2. The Grievance Redressal Index (GRI) is prepared by the Department of Administrative Reforms and Public Grievances (DARPG) to assess the performance of central ministries and departments.
3. The Centralized Public Grievance Redress and Monitoring System (CPGRAMS) was launched in 2007 to provide a unified platform for citizens to lodge complaints against government agencies.
How many of the statements given above are correct?
- Only one
- Only two
- All three
- None
Explanation: Statement 2 is correct. Statement 3 is correct. Statement 1 is incorrect.
Statement 2 is correct as the DARPG prepares the GRI to evaluate the performance of central ministries in grievance disposal. Statement 3 is correct because CPGRAMS was launched in 2007 as a unified portal for citizens to lodge complaints. Statement 1 is incorrect because, while the index evaluates performance, there is no such 60 percent weightage policy for citizen feedback in the GRI methodology.
Consider the following statements regarding Citizen-centricity and the Sevottam model integration:
1. As of 2023, the feedback mechanism in CPGRAMS allows citizens to rate their grievance resolution experience on a scale of one to five stars.
2. The Sevottam model, introduced by the Department of Administrative Reforms and Public Grievances, evaluates service delivery through a three-module framework.
3. The 15th Report of the Second Administrative Reforms Commission emphasized the need for a unified grievance redressal system to enhance administrative accountability.
How many of the statements given above are correct?
- Only one
- Only two
- All three
- None
Explanation: Statement 1 is correct. Statement 2 is correct. Statement 3 is correct.
Statement 1 is correct as CPGRAMS integrated a feedback system in 2023 allowing citizens to rate their experience on a 1-5 star scale to improve service quality. Statement 2 is correct because the Sevottam model, pioneered by DARPG, evaluates governance through three modules: Citizen’s Charter, Public Grievance Redressal, and Service Delivery Capability. Statement 3 is correct as the 15th Report of the 2nd ARC, titled 'State and District Administration,' explicitly advocated for a unified, responsive grievance redressal mechanism to strengthen administrative accountability and citizen-centric governance.
Consider the following statements regarding Grievance redressal under the Consumer Protection Act vis-a-vis CPGRAMS:
1. Under the Consumer Protection Act, 2019, the Central Consumer Protection Authority was established to protect, promote, and enforce the rights of consumers as a class.
2. The 2020 amendment to the Consumer Protection Rules allows the National Consumer Disputes Redressal Commission to directly issue binding directives to the CPGRAMS nodal officers for pending service delivery cases.
3. The E-DAAKHIL portal, launched in September 2020, facilitates the online filing of consumer grievances to the Consumer Disputes Redressal Commissions across various states.
How many of the statements given above are correct?
- Only one
- Only two
- All three
- None
Explanation: Statement 1 is correct. Statement 3 is correct. Statement 2 is incorrect.
Statement 1 is correct as the CCPA was established under Section 10 of the Consumer Protection Act, 2019, to regulate matters relating to violation of consumer rights and unfair trade practices. Statement 3 is correct because the E-DAAKHIL portal was launched by the National Consumer Dispute Redressal Commission (NCDRC) in September 2020 to provide a hassle-free digital platform for filing consumer complaints. Statement 2 is incorrect because there is no such 2020 amendment granting the NCDRC the power to issue binding directives to CPGRAMS nodal officers; CPGRAMS operates under the Department of Administrative Reforms and Public Grievances (DARPG) and remains distinct from the quasi-judicial consumer dispute redressal mechanism.
Consider the following statements regarding Inter-ministerial grievance transfer protocols:
1. The CPGRAMS 7.0 version introduced the use of Artificial Intelligence and Machine Learning tools to classify and route grievances to the appropriate ministry or department automatically.
2. As per the 2022 guidelines, the maximum time limit for the resolution of a public grievance on the CPGRAMS platform is set at 30 days from the date of receipt.
3. The 'Grievance Redressal Index' published by DARPG evaluates ministries based on their performance in resolving complaints, with the Ministry of External Affairs consistently featuring in the top-performing categories.
How many of the statements given above are correct?
- Only one
- Only two
- All three
- None
Explanation: Statement 1 is correct. Statement 2 is correct. Statement 3 is correct.
Statement 1 is correct as CPGRAMS 7.0 integrates AI/ML tools to automate the classification and routing of grievances to relevant departments, reducing manual intervention. Statement 2 is correct because the DARPG guidelines mandate a maximum resolution timeline of 30 days, with provisions for escalation if grievances remain unresolved. Statement 3 is correct as the Grievance Redressal Index (GRI) assesses ministries on parameters like pendency and quality of disposal, where the Ministry of External Affairs has consistently secured high rankings due to its efficient digital response mechanisms.
Consider the following statements regarding Institutional mechanism for appeal in CPGRAMS:
1. The Department of Administrative Reforms and Public Grievances launched the CPGRAMS mobile application in 2015, which includes a provision for direct escalation of appeals to the Prime Minister's Office.
2. Under the current CPGRAMS framework, an Appellate Authority is designated at the level of a Joint Secretary or equivalent officer to review grievances if the citizen is dissatisfied with the initial disposal.
3. The Grievance Redressal Index, published annually by the NITI Aayog, tracks the disposal rate of appeals in CPGRAMS and assigns a weightage of 40 percent to the resolution of pending appeals.
How many of the statements given above are correct?
- Only one
- Only two
- All three
- None
Explanation: Statement 2 is correct. Statement 1 is incorrect. Statement 3 is incorrect.
Statement 2 is correct as the CPGRAMS framework mandates an Appellate Authority at the Joint Secretary or equivalent level to address citizen dissatisfaction. Statement 1 is incorrect because CPGRAMS does not provide for direct escalation of appeals to the Prime Minister's Office; it operates through a structured hierarchy of designated nodal officers. Statement 3 is incorrect because the Grievance Redressal Index is published by the Department of Administrative Reforms and Public Grievances (DARPG), not NITI Aayog, and it evaluates performance based on various parameters rather than a fixed 40 percent weightage for pending appeals.
Consider the following statements regarding Feedback Call Centre (FCC) mechanism for grievance verification:
1. Data collected through the FCC is integrated into the CPGRAMS dashboard, providing a monthly 'Grievance Redressal Index' for central ministries and departments.
2. The FCC mechanism utilizes a standardized questionnaire consisting of 10 specific parameters to evaluate the quality of grievance redressal by various ministries.
3. The FCC operations are supported by BSNL, which provides the technical infrastructure and call center agents for conducting outbound verification calls to citizens.
How many of the statements given above are correct?
- Only one
- Only two
- All three
- None
Explanation: Statement 1 is correct. Statement 2 is correct. Statement 3 is correct.
The Feedback Call Centre (FCC) was launched by the Department of Administrative Reforms and Public Grievances (DARPG) to verify citizen satisfaction, with data integrated into the CPGRAMS dashboard to generate the monthly Grievance Redressal Index. The FCC employs a standardized questionnaire covering 10 key parameters-such as timeliness, quality of response, and clarity-to assess the efficacy of grievance disposal across ministries. Furthermore, the operational infrastructure for these outbound verification calls is facilitated through a partnership with BSNL, which provides the necessary technical support and call center personnel to bridge the feedback loop between the government and citizens.
Consider the following statements regarding Role of Ombudsman in parallel grievance redressal systems:
1. The Banking Ombudsman Scheme, introduced by the Reserve Bank of India in 1995, operates as a quasi-judicial authority to settle customer grievances against commercial banks.
2. The Centralized Public Grievance Redress and Monitoring System (CPGRAMS) was launched by the Department of Administrative Reforms and Public Grievances in 2007 to provide a unified platform for citizen complaints.
3. Under the Consumer Protection Act of 2019, the Central Consumer Protection Authority was established to promote, protect, and enforce the rights of consumers as a class.
How many of the statements given above are correct?
- Only one
- Only two
- All three
- None
Explanation: Statement 1 is correct. Statement 2 is correct. Statement 3 is correct.
Statement 1 is correct as the Banking Ombudsman Scheme, established by the RBI under Section 35A of the Banking Regulation Act, 1949, provides an expeditious forum for bank customers. Statement 2 is correct because CPGRAMS was launched in 2007 by the DARPG to create a single-window interface for citizens to lodge grievances against government organizations. Statement 3 is correct as the Consumer Protection Act, 2019, mandated the creation of the Central Consumer Protection Authority (CCPA) as a regulatory body to address unfair trade practices and protect consumer rights as a class. There are no incorrect statements provided in the question.
Consider the following statements regarding Institutional mechanism for appeal in CPGRAMS:
1. As of the 2023 guidelines, the CPGRAMS platform allows citizens to file an appeal within 30 days of receiving the final disposal order from the grievance officer.
2. The CPGRAMS system generates a unique registration number for every appeal filed, which is distinct from the original grievance registration number assigned during the initial submission.
3. The timeline for the Appellate Authority to dispose of an appeal in CPGRAMS is fixed at 30 days from the date of receipt of the appeal.
How many of the statements given above are correct?
- Only one
- Only two
- All three
- None
Explanation: Statement 1 is correct. Statement 2 is correct. Statement 3 is correct.
All three statements are correct as per the Department of Administrative Reforms and Public Grievances (DARPG) guidelines. Citizens can file an appeal within 30 days of the disposal of their grievance, and the system assigns a unique registration number to each appeal to maintain a distinct audit trail. Furthermore, the Appellate Authority is mandated to dispose of the appeal within a fixed timeline of 30 days to ensure timely accountability and grievance resolution.
Consider the following statements regarding CPGRAMS 7.0 features and AI-driven grievance categorization:
1. The AI-driven grievance categorization in CPGRAMS 7.0 relies on the Bharat Interface for Money (BHIM) architecture to ensure that financial grievances are processed through a secure blockchain ledger.
2. CPGRAMS 7.0 incorporates the Intelligent Grievance Monitoring System (IGMS) dashboard, which utilizes AI-based sentiment analysis to classify public grievances into categories like 'Urgent' or 'Routine'.
3. The CPGRAMS 7.0 framework includes the Feedback Call Centre (FCC) which was established in 2018 to perform manual verification of grievance resolution status for all registered users.
How many of the statements given above are correct?
- Only one
- Only two
- All three
- None
Explanation: Statement 2 is correct. Statement 1 is incorrect. Statement 3 is incorrect.
Statement 2 is correct as the IGMS dashboard leverages AI and machine learning to analyze sentiment and categorize grievances for efficient monitoring. Statement 1 is incorrect because CPGRAMS uses AI/ML tools like the Intelligent Grievance Monitoring System, not the BHIM architecture or blockchain, for grievance processing. Statement 3 is incorrect because, while the Feedback Call Centre (FCC) was launched to collect citizen feedback, it does not perform manual verification for 'all' registered users, but rather operates on a sampling basis to assess satisfaction levels.
Consider the following statements regarding Cyber-security and data privacy in grievance portals:
1. The CPGRAMS portal, launched by the Department of Administrative Reforms and Public Grievances, achieved a disposal rate of over 95% for central grievances during the 2023 calendar year.
2. The 2019 amendments to the Right to Information Act grant the Central Information Commission the authority to directly modify the database entries of CPGRAMS to rectify administrative delays.
3. The Digital India Corporation manages the CPGRAMS interface and maintains a public ledger of all anonymized grievance data accessible via the blockchain-based National Data Exchange platform.
How many of the statements given above are correct?
- Only one
- Only two
- All three
- None
Explanation: Statement 1 is correct. Statement 2 is incorrect. Statement 3 is incorrect.
Statement 1 is correct as the Department of Administrative Reforms and Public Grievances (DARPG) reported that CPGRAMS achieved a disposal rate exceeding 95% for central grievances in 2023. Statement 2 is incorrect because the RTI Act amendments of 2019 primarily concerned the tenure and service conditions of Information Commissioners, not granting the CIC power to modify administrative databases. Statement 3 is incorrect because CPGRAMS is managed by the National Informatics Centre (NIC), and there is no public blockchain-based ledger for grievance data, as such a system would violate the privacy and confidentiality mandates of the grievance redressal framework.
Consider the following statements regarding Grievance redressal in the context of Right to Information (RTI):
1. The Public Grievance Cell in the Department of Personnel and Training oversees the implementation of the RTI Act, and it publishes an annual performance report on the disposal of grievances by the Supreme Court of India.
2. The RTI Act includes a provision for the creation of a Grievance Redressal Officer at the district level, who functions under the administrative control of the State Information Commission to resolve delays in information delivery.
3. The Central Registry of the RTI portal provides a unified interface for tracking both CPGRAMS grievances and RTI requests, and it is managed by the Ministry of Electronics and Information Technology.
How many of the statements given above are correct?
- Only one
- Only two
- All three
- None
Explanation: Statement 1 is incorrect. Statement 2 is incorrect. Statement 3 is incorrect.
All three statements are incorrect because the RTI Act, 2005, does not mandate the creation of Grievance Redressal Officers at the district level, nor does it place the Supreme Court under the administrative oversight of the Department of Personnel and Training for grievance reporting. Furthermore, CPGRAMS and the RTI portal are distinct platforms managed by the Department of Administrative Reforms and Public Grievances (DARPG) and the Department of Personnel and Training (DoPT) respectively, rather than being a unified interface under the Ministry of Electronics and Information Technology.
Consider the following statements regarding Citizen-centricity and the Sevottam model integration:
1. The National e-Governance Plan, approved in 2006, provides for the Sevottam model to serve as the primary legal framework for adjudicating consumer disputes in public utility sectors.
2. Under the CPGRAMS 4.0 upgrade, the platform incorporated an automated routing system that directs grievances to the concerned nodal officer based on subject categorization.
3. The Sevottam model includes a Citizen's Charter as a core component, outlining the quality, quantity, and time frame for services provided by public agencies.
How many of the statements given above are correct?
- Only one
- Only two
- All three
- None
Explanation: Statement 2 is correct. Statement 3 is correct. Statement 1 is incorrect.
Statement 1 is incorrect because the Sevottam model is a quality management framework for public service delivery, not a legal framework for adjudicating consumer disputes, which falls under the Consumer Protection Act. Statement 2 is correct as CPGRAMS 4.0 introduced intelligent automated routing to ensure grievances reach the appropriate nodal officer based on specific subject mapping. Statement 3 is correct because the Sevottam model is built on three pillars, with the Citizen's Charter serving as a fundamental component to ensure transparency and accountability in service standards.
Consider the following statements regarding Grievance redressal in the context of Right to Information (RTI):
1. The CPGRAMS platform includes a dedicated module for the National Human Rights Commission, which serves as the primary appellate body for grievances related to the violation of RTI-based transparency norms.
2. The 2019 amendment to the RTI Act provides for the determination of the tenure of Information Commissioners by the Election Commission of India, aligning their service conditions with the Chief Election Commissioner.
3. The Information Commission holds the power to impose a penalty of up to 25,000 rupees on a Public Information Officer, and this penalty amount is credited to the consolidated fund of the respective state government.
How many of the statements given above are correct?
- Only one
- Only two
- All three
- None
Explanation: Statement 1 is incorrect. Statement 2 is incorrect. Statement 3 is incorrect.
Statement 1 is incorrect because CPGRAMS is a government portal for public grievances, while the RTI Act provides a separate statutory appellate mechanism through Information Commissions, not the NHRC. Statement 2 is incorrect as the 2019 amendment empowered the Central Government, not the Election Commission, to prescribe the tenure and service conditions of Information Commissioners. Statement 3 is incorrect because, under Section 20 of the RTI Act, the penalty imposed on a Public Information Officer is a personal liability to be paid by the officer, not credited to the Consolidated Fund.
Consider the following statements regarding Impact of CPGRAMS on administrative transparency and corruption reduction:
1. The Centralized Public Grievance Redress and Monitoring System (CPGRAMS) was launched in 2007 by the Department of Administrative Reforms and Public Grievances.
2. The 12th edition of the CPGRAMS report indicates that the average disposal time for grievances in central ministries has reduced to approximately 17 days.
3. The Feedback Call Centre (FCC) initiative, integrated with CPGRAMS in 2017, collects citizen satisfaction ratings on the quality of grievance disposal.
How many of the statements given above are correct?
- Only one
- Only two
- All three
- None
Explanation: Statement 1 is correct. Statement 2 is correct. Statement 3 is correct.
CPGRAMS was launched in 2007 by the Department of Administrative Reforms and Public Grievances (DARPG) to provide a single-window interface for citizens to lodge grievances. Recent reports, including the 12th edition of the CPGRAMS monthly report, highlight that the average disposal time for central ministries has consistently trended downward to approximately 17 days due to administrative reforms. The Feedback Call Centre (FCC) was indeed integrated into the CPGRAMS framework in 2017 to capture citizen feedback on the quality of redressal, ensuring accountability and transparency in the grievance handling process.
Consider the following statements regarding Service Level Agreement (SLA) timelines for grievance disposal:
1. The Right to Information Act of 2005 provides the statutory basis for CPGRAMS, linking the 30-day disposal timeline to the standard response period for public information requests.
2. The National e-Governance Plan, launched in 2006, encompasses the CPGRAMS infrastructure and defines the 30-day disposal limit as a binding target for state-level grievance officers.
3. The 2021 feedback mechanism integrated into CPGRAMS allows citizens to reopen closed grievances within 45 days, provided the initial disposal exceeded the 30-day departmental limit.
How many of the statements given above are correct?
- Only one
- Only two
- All three
- None
Explanation: Statement 1 is incorrect. Statement 2 is incorrect. Statement 3 is incorrect.
CPGRAMS is an administrative mechanism under the Department of Administrative Reforms and Public Grievances (DARPG), not a statutory creation of the RTI Act, and it currently mandates a 30-day disposal timeline as an internal policy rather than a binding legislative target under the National e-Governance Plan. Furthermore, the feedback mechanism allows citizens to reopen grievances within 30 days of disposal if they are dissatisfied, regardless of whether the initial disposal exceeded the departmental time limit. Consequently, all three statements are factually incorrect.
Consider the following statements regarding Centralized Public Grievance Redress and Monitoring System (CPGRAMS) architecture:
1. The CPGRAMS framework incorporates the Sevottam model for service delivery, which was introduced by the Cabinet Secretariat in 2006 to decentralize grievance handling to state-level district magistrates.
2. The 2012 amendment to the Information Technology Act provides the legal basis for the CPGRAMS portal, allowing the Ministry of Electronics and Information Technology to directly adjudicate on unresolved public complaints.
3. The CPGRAMS system utilizes the Aadhaar-based authentication protocol established in 2009, which allows the platform to automatically link a grievance to the complainant's bank account for direct benefit transfer of compensation.
How many of the statements given above are correct?
- Only one
- Only two
- All three
- None
Explanation: Statement 1 is incorrect. Statement 2 is incorrect. Statement 3 is incorrect.
All three statements are incorrect. The Sevottam model is a quality management framework for public service delivery, not a decentralization mechanism for district magistrates. CPGRAMS is an administrative initiative under the Department of Administrative Reforms and Public Grievances (DARPG), not a statutory body created by the IT Act, and the Ministry of Electronics and Information Technology does not adjudicate public complaints. Finally, CPGRAMS is a grievance redressal portal that does not provide financial compensation or link complaints to bank accounts for direct benefit transfers.
Consider the following statements regarding Impact of CPGRAMS on administrative transparency and corruption reduction:
1. The CPGRAMS portal utilizes the Sevottam model framework to categorize grievances based on the nature of the service delivery failure.
2. As of 2023, the CPGRAMS platform has been successfully integrated with the state-level grievance portals of 36 States and Union Territories.
3. The CPGRAMS portal is hosted by the National Informatics Centre under the Ministry of Electronics and Information Technology, and it currently serves as the primary mechanism for filing First Information Reports (FIRs) in cases of administrative corruption.
How many of the statements given above are correct?
- Only one
- Only two
- All three
- None
Explanation: Statement 1 is correct. Statement 2 is correct. Statement 3 is incorrect.
Statement 1 is correct as CPGRAMS incorporates the Sevottam model to standardize service delivery and grievance categorization. Statement 2 is correct because, as of 2023, the Department of Administrative Reforms and Public Grievances (DARPG) has successfully integrated the platform with the grievance portals of all 36 States and Union Territories. Statement 3 is incorrect because CPGRAMS is managed by the DARPG under the Ministry of Personnel, Public Grievances and Pensions, and it is strictly for administrative grievances, not for filing FIRs, which remain the jurisdiction of police authorities under the Criminal Procedure Code.
Consider the following statements regarding Feedback Call Centre (FCC) mechanism for grievance verification:
1. Citizens receive automated feedback calls within 48 hours of grievance closure, a timeline established by the 2019 Right to Public Services Act to ensure timely verification.
2. The FCC mechanism operates under the oversight of the Ministry of Electronics and Information Technology, which publishes the annual CPGRAMS performance report in the Gazette of India.
3. The CPGRAMS portal was upgraded to version 7.0 in 2022, which introduced the FCC as a mandatory feature for state-level grievance portals under the 74th Constitutional Amendment Act.
How many of the statements given above are correct?
- Only one
- Only two
- All three
- None
Explanation: Statement 1 is incorrect. Statement 2 is incorrect. Statement 3 is incorrect.
All three statements are incorrect because the Feedback Call Centre (FCC) is an initiative of the Department of Administrative Reforms and Public Grievances (DARPG), not the Ministry of Electronics and Information Technology. Statement 1 is false as the FCC feedback mechanism is an administrative process under CPGRAMS, not mandated by the 2019 Right to Public Services Act. Statement 3 is incorrect because the FCC was integrated into CPGRAMS by DARPG to enhance citizen satisfaction, and it is not a requirement under the 74th Constitutional Amendment Act, which pertains to urban local bodies.
Consider the following statements regarding Inter-ministerial grievance transfer protocols:
1. Under the CPGRAMS guidelines, the Department of Administrative Reforms and Public Grievances (DARPG) functions as the nodal agency for monitoring the disposal of grievances across various ministries.
2. The CPGRAMS portal was established under the 2005 Right to Information Act framework, which provides for the appointment of a Grievance Officer in every district to oversee inter-ministerial transfers.
3. The Centralized Public Grievance Redress and Monitoring System (CPGRAMS) was developed by the National Informatics Centre in 2007 to provide a unified portal for grievance submission.
How many of the statements given above are correct?
- Only one
- Only two
- All three
- None
Explanation: Statement 1 is correct. Statement 3 is correct. Statement 2 is incorrect.
Statement 1 is correct as DARPG is the nodal agency responsible for the policy formulation and monitoring of CPGRAMS. Statement 3 is correct because CPGRAMS was indeed developed by the National Informatics Centre (NIC) and launched in 2007 to provide a single-window interface for citizens. Statement 2 is incorrect because CPGRAMS was not established under the RTI Act, 2005; it is an administrative initiative of the Government of India, and there is no provision in the RTI Act for the appointment of a 'Grievance Officer' in every district for inter-ministerial transfers.
Consider the following statements regarding Public Grievance Portal (PGP) integration with CPGRAMS:
1. The Department of Administrative Reforms and Public Grievances (DARPG) serves as the nodal agency for the administration and oversight of the CPGRAMS portal.
2. The CPGRAMS portal allows citizens to track the status of their grievances using a unique registration number generated upon successful submission.
3. The Centralized Public Grievance Redress and Monitoring System (CPGRAMS) was developed by the National Informatics Centre in 2007 to provide a unified platform for grievance lodging.
How many of the statements given above are correct?
- Only one
- Only two
- All three
- None
Explanation: Statement 1 is correct. Statement 2 is correct. Statement 3 is correct.
Statement 1 is correct as DARPG is the nodal department responsible for formulating policy and overseeing the CPGRAMS portal. Statement 2 is correct because CPGRAMS provides a unique registration number for every grievance, enabling citizens to monitor real-time status updates through the portal. Statement 3 is correct as CPGRAMS was indeed developed by the National Informatics Centre (NIC) and launched in 2007 to serve as a centralized, unified platform for lodging grievances against government organizations.
Consider the following statements regarding Cyber-security and data privacy in grievance portals:
1. The 2017 guidelines for government websites allow for the integration of third-party social media plugins on grievance portals to improve user engagement through automated profile data synchronization.
2. The National Cyber Security Policy of 2013 identifies grievance redressal portals as critical information infrastructure, necessitating periodic security audits under the Information Technology Act.
3. The Cyber Swachhta Kendra provides real-time monitoring of CPGRAMS traffic and holds the legal power to block IP addresses originating from jurisdictions without a bilateral cyber-security treaty.
How many of the statements given above are correct?
- Only one
- Only two
- All three
- None
Explanation: Statement 2 is correct. Statement 1 is incorrect. Statement 3 is incorrect.
Statement 2 is correct because the National Cyber Security Policy 2013 emphasizes securing critical information infrastructure, and under Section 70A of the IT Act, 2000, government portals are subject to mandatory security audits by CERT-In. Statement 1 is incorrect as the Guidelines for Indian Government Websites (GIGW) strictly prohibit third-party plugins that automatically synchronize personal profile data to prevent unauthorized data harvesting and privacy breaches. Statement 3 is incorrect because while the Cyber Swachhta Kendra (Botnet Cleaning and Malware Analysis Centre) aids in malware detection, it lacks the legal authority to unilaterally block IP addresses based on bilateral treaty status, a power reserved for the Ministry of Electronics and Information Technology under Section 69A of the IT Act.
Consider the following statements regarding DARPG role in grievance monitoring:
1. The 12th edition of the CPGRAMS manual, released in 2022, introduced a provision for the automatic escalation of unresolved grievances to the Cabinet Secretary if the matter remains pending beyond the 30-day window.
2. The Public Grievance Cell in each ministry is headed by a Joint Secretary designated as the Director of Public Grievances, who is empowered to issue binding directives to state-level departments regarding central scheme implementation.
3. The DARPG oversees the implementation of the Sevottam model, which provides for a quality management system in public service delivery and includes the establishment of an independent regulatory authority for grievance appeals.
How many of the statements given above are correct?
- Only one
- Only two
- All three
- None
Explanation: Statement 1 is incorrect. Statement 2 is incorrect. Statement 3 is incorrect.
Statement 1 is incorrect because the CPGRAMS manual does not mandate automatic escalation to the Cabinet Secretary for all pending grievances. Statement 2 is incorrect as the Director of Public Grievances in a ministry cannot issue binding directives to state-level departments, as states operate under their own administrative jurisdiction. Statement 3 is incorrect because while the Sevottam model focuses on service delivery excellence, it does not involve the establishment of an independent regulatory authority for grievance appeals; grievance redressal remains an internal administrative mechanism.
Consider the following statements regarding Role of Nodal Officers in grievance disposal:
1. The Feedback Call Centre, established in 2017, collects citizen satisfaction ratings regarding the quality of grievance resolution provided by the nodal officers.
2. Nodal officers are designated at the level of Joint Secretary or equivalent in each Ministry or Department to oversee the quality of grievance disposal.
3. The CPGRAMS portal was launched in 2007 by the Department of Administrative Reforms and Public Grievances to facilitate the online submission of citizen complaints.
How many of the statements given above are correct?
- Only one
- Only two
- All three
- None
Explanation: Statement 1 is correct. Statement 2 is correct. Statement 3 is correct.
All three statements are correct: The Feedback Call Centre was indeed launched in 2017 to assess citizen satisfaction with grievance disposal, and the CPGRAMS portal was established in 2007 under the Department of Administrative Reforms and Public Grievances (DARPG). Furthermore, to ensure accountability, each Ministry or Department designates a Nodal Officer at the Joint Secretary level or higher to monitor and oversee the quality and timeliness of grievance redressal.
Consider the following statements regarding Cyber-security and data privacy in grievance portals:
1. The Information Technology Rules of 2021 provide for the appointment of a Chief Compliance Officer within the DARPG to handle requests from foreign intelligence agencies regarding portal user data.
2. The Unified Grievance Redressal Mechanism framework, introduced in 2018, allows for the direct transfer of personal data from state-level portals to international cloud servers for faster processing.
3. The Data Protection Board of India, established under the 2023 Act, oversees the technical architecture of CPGRAMS and maintains the encryption keys for all stored citizen feedback.
How many of the statements given above are correct?
- Only one
- Only two
- All three
- None
Explanation: Statement 1 is incorrect. Statement 2 is incorrect. Statement 3 is incorrect.
All three statements are incorrect because the IT Rules, 2021 apply to intermediaries rather than the DARPG, which operates under government data security protocols. There is no 'Unified Grievance Redressal Mechanism' from 2018 that permits transferring sensitive citizen data to international cloud servers, as CPGRAMS mandates data residency within India. Furthermore, the Data Protection Board of India, under the Digital Personal Data Protection Act, 2023, acts as an adjudicatory body for data breaches and does not manage technical architecture or encryption keys for government portals like CPGRAMS.
Consider the following statements regarding Citizen-centricity and the Sevottam model integration:
1. The CPGRAMS portal, launched in 2007, serves as the central platform for lodging public grievances against various Union and State government departments.
2. The CPGRAMS portal functions under the oversight of the Cabinet Secretariat, which established the first national grievance monitoring cell during the 1991 economic reforms.
3. The Sevottam model was formally adopted by the 11th Five Year Plan in 2007 to oversee the implementation of the Right to Information Act across all district collectorates.
How many of the statements given above are correct?
- Only one
- Only two
- All three
- None
Explanation: Statement 1 is correct. Statement 2 is incorrect. Statement 3 is incorrect.
Statement 1 is correct as CPGRAMS was launched in 2007 by the Department of Administrative Reforms and Public Grievances (DARPG) as a centralized portal for grievance redressal. Statement 2 is incorrect because CPGRAMS operates under the DARPG, Ministry of Personnel, Public Grievances and Pensions, not the Cabinet Secretariat. Statement 3 is incorrect because the Sevottam model is a quality management framework for public service delivery, not an implementation tool for the RTI Act, and while it was emphasized during the 11th Five Year Plan, its primary focus is on service standards and citizen charters.
Consider the following statements regarding Accountability frameworks for non-redressal of grievances:
1. The National e-Governance Plan (NeGP) of 2006 identifies the CPGRAMS as a Mission Mode Project under the supervision of the Ministry of Electronics and Information Technology.
2. The 12th Five Year Plan introduced the concept of the Grievance Redressal Bill, which proposed the appointment of an Ombudsman in every state to oversee the CPGRAMS data.
3. The 2019 DARPG circular on the 'Grievance Redressal Index' assigns a weightage of 40 percent to the feedback provided by the complainant regarding the quality of the final resolution.
How many of the statements given above are correct?
- Only one
- Only two
- All three
- None
Explanation: Statement 1 is incorrect. Statement 2 is incorrect. Statement 3 is incorrect.
Statement 1 is incorrect because CPGRAMS is managed by the Department of Administrative Reforms and Public Grievances (DARPG), not the Ministry of Electronics and Information Technology. Statement 2 is incorrect as the Right of Citizens for Time Bound Delivery of Goods and Services and Redressal of their Grievances Bill, 2011 (not 12th Five Year Plan) proposed the grievance redressal mechanism, but it lapsed. Statement 3 is incorrect because the Grievance Redressal Index, introduced by DARPG, assigns weightage to various parameters like disposal time and quality, but there is no fixed 40 percent weightage specifically for complainant feedback in the official framework.
Consider the following statements regarding Classification of grievances under CPGRAMS (Policy vs. Service):
1. The Department of Administrative Reforms and Public Grievances (DARPG) maintains the CPGRAMS dashboard, which tracks the disposal of grievances against a standard 30-day resolution timeline.
2. Under the CPGRAMS guidelines, grievances related to the implementation of the Mahatma Gandhi National Rural Employment Guarantee Act are classified as service delivery issues.
3. The CPGRAMS portal, launched in 2007, categorizes grievances into service delivery issues and policy-related matters to streamline departmental routing.
How many of the statements given above are correct?
- Only one
- Only two
- All three
- None
Explanation: Statement 1 is correct. Statement 2 is correct. Statement 3 is correct.
Statement 1 is correct as DARPG manages CPGRAMS and mandates a 30-day resolution timeline for all grievances. Statement 2 is correct because MGNREGA implementation issues are categorized as service delivery failures related to the execution of statutory welfare schemes. Statement 3 is correct as the portal was launched in 2007 to digitize grievance redressal, utilizing a systematic classification framework to ensure complaints are routed to the appropriate departmental authorities.
Consider the following statements regarding Institutional mechanism for appeal in CPGRAMS:
1. The CPGRAMS portal, managed by the Department of Administrative Reforms and Public Grievances, introduced the provision for a first-level appeal in 2019 to ensure independent review of grievances.
2. The 2017 feedback mechanism in CPGRAMS allows citizens to rate the quality of grievance disposal, and this rating is linked to the performance appraisal of the Appellate Authority.
3. The CPGRAMS platform is hosted by the National Informatics Centre and provides for a mandatory second-level appeal to the Cabinet Secretary for grievances unresolved by the Appellate Authority.
How many of the statements given above are correct?
- Only one
- Only two
- All three
- None
Explanation: Statement 1 is correct. Statement 2 is incorrect. Statement 3 is incorrect.
Statement 1 is correct as the Department of Administrative Reforms and Public Grievances (DARPG) introduced the first-level appeal provision in 2019 to ensure grievances are reviewed by a higher-ranking officer. Statement 2 is incorrect because while the feedback mechanism allows citizens to rate grievance disposal, these ratings are not linked to the performance appraisal of the Appellate Authority. Statement 3 is incorrect because CPGRAMS does not provide for a mandatory second-level appeal to the Cabinet Secretary; the grievance redressal process concludes after the first appellate authority's review.
Consider the following statements regarding Grievance redressal under the Consumer Protection Act vis-a-vis CPGRAMS:
1. The Consumer Protection Act, 1986, introduced the provision for online mediation through the CPGRAMS interface, which was later expanded to include commercial disputes in the 2019 legislation.
2. The CPGRAMS platform encompasses the E-DAAKHIL system, which serves as the unified interface for tracking both administrative service lapses and private sector product liability claims.
3. The CPGRAMS portal provides a feature for the 'Appeal' mechanism, allowing citizens to file an appeal if they are dissatisfied with the resolution provided by the concerned grievance officer.
How many of the statements given above are correct?
- Only one
- Only two
- All three
- None
Explanation: Statement 3 is correct. Statement 1 is incorrect. Statement 2 is incorrect.
Statement 3 is correct as CPGRAMS includes an 'Appeal' feature allowing citizens to escalate grievances to higher authorities if dissatisfied with the initial resolution. Statement 1 is incorrect because the Consumer Protection Act, 2019, introduced e-filing and mediation, but these are distinct from the CPGRAMS portal, which is a government-wide administrative grievance mechanism. Statement 2 is incorrect because E-DAAKHIL is a dedicated portal specifically for consumer disputes under the Consumer Protection Act, whereas CPGRAMS is restricted to grievances against government ministries and departments.
Consider the following statements regarding CPGRAMS 7.0 features and AI-driven grievance categorization:
1. The CPGRAMS portal currently uses the UMANG mobile application's backend infrastructure to facilitate the automatic translation of grievances into all 22 languages listed in the Eighth Schedule of the Constitution.
2. The 2023 version of CPGRAMS provides for a direct integration with the Aadhaar-based DigiLocker system, allowing citizens to automatically upload their grievance documents without manual file selection.
3. The Intelligent Grievance Monitoring System (IGMS) was originally developed by the National Informatics Centre (NIC) in 2015 to provide real-time tracking of grievances across private sector entities.
How many of the statements given above are correct?
- Only one
- Only two
- All three
- None
Explanation: Statement 1 is incorrect. Statement 2 is incorrect. Statement 3 is incorrect.
Statement 1 is incorrect because CPGRAMS uses the Bhashini platform for AI-based translation, not the UMANG backend. Statement 2 is incorrect as CPGRAMS is integrated with DigiLocker for document verification and retrieval, but it does not facilitate automatic uploading of grievance documents without manual selection by the user. Statement 3 is incorrect because IGMS was developed by the Department of Administrative Reforms and Public Grievances (DARPG) in collaboration with IIT Kanpur specifically for public sector grievances, not for tracking private sector entities.
Consider the following statements regarding Grievance Redressal Index (GRI) methodology:
1. As of 2023, the CPGRAMS portal incorporates an AI-based tool known as Intelligent Grievance Monitoring System (IGMS) to categorize and route complaints to the appropriate nodal officers.
2. The GRI methodology evaluates performance based on four key indicators: time taken for disposal, quality of disposal, feedback received from citizens, and the number of grievances redressed.
3. The Grievance Redressal Index includes a category for private sector entities, and it relies on the 2019 Consumer Protection Act to determine the legal timelines for grievance closure.
How many of the statements given above are correct?
- Only one
- Only two
- All three
- None
Explanation: Statement 1 is correct. Statement 2 is correct. Statement 3 is incorrect.
Statement 1 is correct as the Intelligent Grievance Monitoring System (IGMS) was developed by DARPG to automate the classification and routing of grievances on CPGRAMS using AI. Statement 2 is correct because the GRI framework quantitatively assesses performance based on the time taken for disposal, quality of resolution, citizen feedback, and the volume of grievances addressed. Statement 3 is incorrect because the GRI is exclusively designed for central ministries and state departments, not private sector entities, and it operates under the internal guidelines of the DARPG rather than the Consumer Protection Act of 2019.
Consider the following statements regarding Grievance redressal under the Consumer Protection Act vis-a-vis CPGRAMS:
1. The Consumer Protection Act, 2019, provides for the automatic transfer of unresolved grievances from the District Commissions to the CPGRAMS platform for administrative review by the Cabinet Secretary.
2. The National Consumer Helpline, operated under the Ministry of Consumer Affairs, functions as the primary technical backend for the CPGRAMS portal to process inter-departmental service requests.
3. The CPGRAMS portal, managed by the Department of Administrative Reforms and Public Grievances, allows citizens to lodge complaints against various Central Ministries and Departments since its inception in 2007.
How many of the statements given above are correct?
- Only one
- Only two
- All three
- None
Explanation: Statement 3 is correct. Statement 1 is incorrect. Statement 2 is incorrect.
Statement 3 is correct as CPGRAMS was launched in 2007 by the Department of Administrative Reforms and Public Grievances (DARPG) to provide a centralized platform for public grievances against Central and State government entities. Statement 1 is incorrect because the Consumer Protection Act operates under a quasi-judicial framework with appellate mechanisms (State and National Commissions), and there is no provision for automatic transfer of cases to CPGRAMS for administrative review by the Cabinet Secretary. Statement 2 is incorrect because CPGRAMS is an independent portal developed by the NIC for the DARPG, whereas the National Consumer Helpline (NCH) is a separate initiative under the Department of Consumer Affairs for consumer-specific disputes.
Consider the following statements regarding Service Level Agreement (SLA) timelines for grievance disposal:
1. The Sevottam model serves as the foundational quality management framework for CPGRAMS, incorporating a 45-day turnaround period for all public service delivery complaints.
2. The CPGRAMS framework functions under the Ministry of Personnel, Public Grievances and Pensions, which established the initial 60-day resolution limit during the 2012 administrative reforms.
3. The 2019 CPGRAMS upgrade introduced an automated escalation matrix, which triggers a transfer to the appellate authority if a grievance remains unaddressed after 15 working days.
How many of the statements given above are correct?
- Only one
- Only two
- All three
- None
Explanation: Statement 1 is incorrect. Statement 2 is incorrect. Statement 3 is incorrect.
All three statements are incorrect because the current standard timeline for grievance disposal under CPGRAMS is 30 days, not 45 or 60 days. While the Department of Administrative Reforms and Public Grievances (DARPG) oversees CPGRAMS, the 30-day limit is a uniform mandate rather than a legacy of 2012 reforms. Furthermore, there is no automated escalation matrix that triggers an appellate transfer after 15 working days; instead, citizens have the option to file an appeal if they are dissatisfied with the resolution provided within the 30-day window.
Consider the following statements regarding Classification of grievances under CPGRAMS (Policy vs. Service):
1. The 2021 CPGRAMS notification provides for the automatic transfer of service-related grievances to the Lokpal if the departmental appellate authority denies the initial request.
2. Grievances concerning the Right to Information Act, 2005, are processed through a dedicated sub-portal within CPGRAMS that bypasses the standard policy vs. service classification.
3. Under the current CPGRAMS architecture, grievances categorized as policy-related are routed to the NITI Aayog for final assessment before being returned to the parent ministry.
How many of the statements given above are correct?
- Only one
- Only two
- All three
- None
Explanation: Statement 1 is incorrect. Statement 2 is incorrect. Statement 3 is incorrect.
All three statements are incorrect because CPGRAMS does not involve the Lokpal for service grievances, nor does it use NITI Aayog for policy assessments, as these are handled internally by the respective Ministries or Departments. Furthermore, RTI-related grievances are not processed through a dedicated sub-portal within CPGRAMS; instead, the RTI portal (RTI Online) operates as a distinct system under the Department of Personnel and Training (DoPT), separate from the CPGRAMS grievance redressal framework.
Consider the following statements regarding CPGRAMS 7.0 features and AI-driven grievance categorization:
1. The DARPG introduced the 'Grievance Redressal Index' in 2023, which ranks ministries based on the speed of resolution and the number of grievances received through the MyGov platform.
2. The Department of Administrative Reforms and Public Grievances (DARPG) launched the CPGRAMS 7.0 version in 2023 to enhance the analytical capabilities of the grievance portal through natural language processing.
3. As of the 2023 updates, the CPGRAMS portal features an auto-routing mechanism that identifies the nodal officer based on the subject matter of the grievance using a database of over 10,000 keywords.
How many of the statements given above are correct?
- Only one
- Only two
- All three
- None
Explanation: Statement 2 is correct. Statement 3 is correct. Statement 1 is incorrect.
Statement 2 is correct as CPGRAMS 7.0 was launched in 2023 to integrate AI-driven analytical tools, including Natural Language Processing (NLP), to enhance grievance processing. Statement 3 is correct because the portal utilizes an AI-based auto-routing mechanism that maps grievances to the appropriate nodal officer using a vast database of keywords to reduce manual intervention. Statement 1 is incorrect because the Grievance Redressal Index is based on grievances received specifically through the CPGRAMS portal, not the MyGov platform, and it evaluates performance based on parameters like resolution quality and feedback, not just speed and volume.
Consider the following statements regarding Feedback Call Centre (FCC) mechanism for grievance verification:
1. The Feedback Call Centre (FCC) was launched by the Department of Administrative Reforms and Public Grievances in 2017 to assess citizen satisfaction regarding grievance disposal.
2. The FCC verification process includes a mandatory physical site visit by a district-level nodal officer if the citizen provides a negative rating during the telephonic survey.
3. The National Informatics Centre manages the FCC database, which stores citizen feedback for a period of ten years to comply with the Data Protection Act of 2023.
How many of the statements given above are correct?
- Only one
- Only two
- All three
- None
Explanation: Statement 1 is correct. Statement 2 is incorrect. Statement 3 is incorrect.
Statement 1 is correct as the Feedback Call Centre (FCC) was indeed launched by the DARPG in 2017 to collect citizen feedback on the quality of grievance disposal. Statement 2 is incorrect because the FCC mechanism relies on telephonic surveys and automated feedback loops, not mandatory physical site visits by district officers. Statement 3 is incorrect because the FCC database is managed by the DARPG, and there is no such provision for a ten-year storage mandate linked to the 2023 Act for this specific grievance mechanism.
Consider the following statements regarding Service Level Agreement (SLA) timelines for grievance disposal:
1. The Public Grievance Redressal Index, introduced by NITI Aayog in 2018, evaluates ministry performance based on a 21-day average resolution speed for portal-based complaints.
2. The CPGRAMS portal, managed by the Department of Administrative Reforms and Public Grievances, currently maintains a maximum grievance disposal timeline of 30 days for central ministries.
3. The 2023 guidelines for CPGRAMS specify that grievances involving senior citizens or pensioners are prioritized for resolution within a reduced timeframe of 20 days.
How many of the statements given above are correct?
- Only one
- Only two
- All three
- None
Explanation: Statement 2 is correct. Statement 3 is correct. Statement 1 is incorrect.
Statement 1 is incorrect because the Public Grievance Redressal Index is published by the Department of Administrative Reforms and Public Grievances (DARPG), not NITI Aayog, and the standard grievance disposal timeline is 30 days. Statement 2 is correct as CPGRAMS mandates a maximum 30-day disposal limit for all central ministries to ensure administrative accountability. Statement 3 is correct because the 2023 guidelines specifically prioritize grievances from senior citizens and pensioners, mandating a reduced resolution timeframe of 20 days.
Consider the following statements regarding Data analytics and dashboarding for policy intervention:
1. The DARPG initiated the 'Grievance Redressal Index' in 2015, which utilizes machine learning algorithms to automatically categorize complaints into 15 predefined policy domains.
2. The Sevottam model, introduced in 2006, provides the technical architecture for the CPGRAMS dashboard and serves as the primary mechanism for real-time data migration from state-level portals.
3. The CPGRAMS portal, launched in 2007, functions as a centralized web-based system under the Department of Administrative Reforms and Public Grievances.
How many of the statements given above are correct?
- Only one
- Only two
- All three
- None
Explanation: Statement 3 is correct. Statement 1 is incorrect. Statement 2 is incorrect.
Statement 3 is correct as CPGRAMS was launched in 2007 by the Department of Administrative Reforms and Public Grievances (DARPG) as a single portal for citizens to lodge grievances. Statement 1 is incorrect because the Grievance Redressal Index was launched by DARPG in 2022, not 2015, and it relies on a composite score based on parameters like feedback and disposal time rather than machine learning categorization. Statement 2 is incorrect because the Sevottam model is a quality management framework for public service delivery launched in 2006, whereas the CPGRAMS dashboard operates on a separate technical architecture and does not serve as a primary mechanism for real-time data migration from state-level portals.
Consider the following statements regarding Accountability frameworks for non-redressal of grievances:
1. The Lokpal and Lokayuktas Act of 2013 provides for the automatic transfer of corruption-related grievances from the CPGRAMS portal to the office of the Lokpal for investigation.
2. As per the 2023 CPGRAMS guidelines, the maximum time limit for the disposal of a grievance by a nodal officer is fixed at 30 days.
3. The Sevottam model, introduced in 2006, provides a framework for excellence in public service delivery and includes the assessment of grievance redressal mechanisms.
How many of the statements given above are correct?
- Only one
- Only two
- All three
- None
Explanation: Statement 2 is correct. Statement 3 is correct. Statement 1 is incorrect.
Statement 1 is incorrect because CPGRAMS does not have an automatic transfer mechanism to the Lokpal; grievances related to corruption are handled through specific complaint filing procedures under the Lokpal and Lokayuktas Act, 2013, independent of the automated CPGRAMS workflow. Statement 2 is correct as the 2023 CPGRAMS guidelines mandate a maximum disposal timeline of 30 days for all grievances, with provisions for extensions only under specific recorded circumstances. Statement 3 is correct because the Sevottam model, launched in 2006 by the Department of Administrative Reforms and Public Grievances (DARPG), establishes a comprehensive quality management framework that explicitly includes the evaluation of citizen charters and grievance redressal systems as core pillars of public service excellence.
Consider the following statements regarding Public Grievance Portal (PGP) integration with CPGRAMS:
1. The 2023 CPGRAMS monthly report indicated that the average disposal time for grievances across central ministries was reduced to approximately 18 days.
2. The feedback mechanism within CPGRAMS allows citizens to rate the quality of grievance resolution on a scale of one to five stars after the case is closed.
3. The integration of the State Grievance Portals with CPGRAMS facilitates the seamless transfer of petitions between central and state government departments.
How many of the statements given above are correct?
- Only one
- Only two
- All three
- None
Explanation: Statement 1 is correct. Statement 2 is correct. Statement 3 is correct.
Statement 1 is correct as the Department of Administrative Reforms and Public Grievances (DARPG) reported a significant reduction in average disposal time to 18 days in 2023 due to systemic reforms. Statement 2 is correct because the CPGRAMS feedback module enables citizens to provide a 1-5 star rating upon closure, which is used to monitor the quality of resolution. Statement 3 is correct as the integration of state portals with the CPGRAMS platform ensures a unified grievance redressal ecosystem, allowing for the seamless transfer and tracking of petitions across various levels of government.
Consider the following statements regarding Data analytics and dashboarding for policy intervention:
1. As of 2023, the CPGRAMS platform has integrated the State portals of 37 States and Union Territories to provide a unified grievance redressal interface.
2. The 2019 amendment to the CPGRAMS guidelines introduced the 'Automatic Escalation Protocol', which triggers a mandatory audit by the Comptroller and Auditor General for any grievance pending beyond 60 days.
3. The Feedback Call Centre (FCC) for CPGRAMS was established in 2017 to collect citizen satisfaction ratings on the quality of grievance disposal.
How many of the statements given above are correct?
- Only one
- Only two
- All three
- None
Explanation: Statement 1 is correct. Statement 3 is correct. Statement 2 is incorrect.
Statement 1 is correct as CPGRAMS has successfully integrated all 37 States and UTs to create a seamless, unified grievance redressal ecosystem. Statement 3 is correct because the Feedback Call Centre (FCC) was indeed launched in 2017 to proactively collect citizen feedback on the quality of grievance disposal. Statement 2 is incorrect because while CPGRAMS features an escalation matrix for pending grievances, there is no provision for a mandatory audit by the Comptroller and Auditor General (CAG) for grievances pending beyond 60 days.
Consider the following statements regarding Integration of CPGRAMS with state-level grievance portals:
1. The Sevottam model, introduced in 2006, serves as the primary technical backbone for the backend database architecture of CPGRAMS across all state-level portal interfaces.
2. As of 2024, the CPGRAMS portal has achieved technical integration with the grievance redressal portals of 37 States and Union Territories to facilitate a unified filing experience.
3. The Centralized Public Grievance Redress and Monitoring System (CPGRAMS) is developed by the National Informatics Centre and functions under the Department of Administrative Reforms and Public Grievances.
How many of the statements given above are correct?
- Only one
- Only two
- All three
- None
Explanation: Statement 2 is correct. Statement 3 is correct. Statement 1 is incorrect.
Statement 2 is correct as CPGRAMS has successfully integrated with the portals of all 37 States/UTs to provide a unified grievance filing experience. Statement 3 is correct because CPGRAMS is indeed developed by the National Informatics Centre (NIC) and operates under the administrative control of the Department of Administrative Reforms and Public Grievances (DARPG). Statement 1 is incorrect because the Sevottam model is a quality management framework for public service delivery and is not the technical backend architecture for CPGRAMS; the system utilizes a centralized web-based platform architecture.
Consider the following statements regarding Role of Nodal Officers in grievance disposal:
1. The DARPG publishes the monthly 'Centralized Public Grievance Redress and Monitoring System' report, which ranks ministries based on their grievance disposal efficiency.
2. The 2012 Grievance Redressal Bill proposed the creation of a Central Grievance Redressal Commission, and the existing CPGRAMS framework operates under the administrative oversight of the Cabinet Secretariat.
3. The CPGRAMS portal utilizes the 'Auto-routing' feature to direct grievances to the concerned nodal officer based on the pre-configured subject classification.
How many of the statements given above are correct?
- Only one
- Only two
- All three
- None
Explanation: Statement 1 is correct. Statement 3 is correct. Statement 2 is incorrect.
Statement 1 is correct as DARPG publishes the monthly CPGRAMS report to rank ministries based on disposal efficiency and feedback ratings. Statement 3 is correct because the CPGRAMS portal uses an automated 'Auto-routing' mechanism to map grievances to the appropriate nodal officer based on subject-matter classification. Statement 2 is incorrect because while the 2012 Bill was introduced, CPGRAMS operates under the administrative oversight of the Department of Administrative Reforms and Public Grievances (DARPG), not the Cabinet Secretariat.
Consider the following statements regarding Data analytics and dashboarding for policy intervention:
1. The National Informatics Centre developed the 'e-Samiksha' portal in 2012, which acts as the underlying database management system for CPGRAMS and hosts the citizen-facing mobile application.
2. The 12th edition of the CPGRAMS monthly report indicates that the average disposal time for public grievances in central ministries has been reduced to approximately 17 days.
3. The 'Grievance Redressal Assessment and Index' (GRAI) was launched in 2021, providing a framework where top-performing ministries receive additional budgetary allocations from the Ministry of Finance.
How many of the statements given above are correct?
- Only one
- Only two
- All three
- None
Explanation: Statement 2 is correct. Statement 1 is incorrect. Statement 3 is incorrect.
Statement 2 is correct as recent CPGRAMS reports confirm the average disposal time for central grievances has been significantly reduced to approximately 17 days. Statement 1 is incorrect because CPGRAMS is supported by the CPGRAMS portal, while e-Samiksha is a separate real-time online system for monitoring follow-up action on decisions taken by the government. Statement 3 is incorrect because while the Grievance Redressal Assessment and Index (GRAI) was launched by DARPG to rank ministries, it does not involve the provision of additional budgetary allocations from the Ministry of Finance.
Consider the following statements regarding Centralized Public Grievance Redress and Monitoring System (CPGRAMS) architecture:
1. The CPGRAMS portal was developed by the National Informatics Centre in 2007 to provide a single interface for grievance submission to the Government of India.
2. The Department of Administrative Reforms and Public Grievances functions as the nodal agency for the oversight and technical maintenance of the CPGRAMS architecture.
3. The feedback module in CPGRAMS allows citizens to rate the quality of grievance disposal on a scale of 1 to 5 stars upon the closure of their case.
How many of the statements given above are correct?
- Only one
- Only two
- All three
- None
Explanation: Statement 1 is correct. Statement 2 is correct. Statement 3 is correct.
Statement 1 is correct as CPGRAMS was launched in 2007 by the National Informatics Centre (NIC) to unify grievance handling across the Government of India. Statement 2 is correct because the Department of Administrative Reforms and Public Grievances (DARPG) acts as the nodal agency responsible for the policy framework, monitoring, and technical oversight of the portal. Statement 3 is correct as the system incorporates a feedback mechanism where citizens can rate the quality of grievance disposal on a 5-star scale, which is then used by the DARPG to evaluate the performance of ministries and departments.
Consider the following statements regarding Inter-ministerial grievance transfer protocols:
1. The 2012 Administrative Reforms Commission report recommended the creation of a decentralized grievance mechanism, leading to the integration of the CPGRAMS database with the state-level Jan Sunwai portals.
2. The 'Feedback Call Centre' initiative, launched in 2017, involves citizens providing direct feedback on the quality of grievance resolution after their cases are closed on the CPGRAMS portal.
3. The 'Sevottam' model, introduced in 2006, provides for the automatic escalation of unresolved grievances to the Cabinet Secretariat if a ministry fails to respond within the stipulated 15-day window.
How many of the statements given above are correct?
- Only one
- Only two
- All three
- None
Explanation: Statement 2 is correct. Statement 1 is incorrect. Statement 3 is incorrect.
Statement 2 is correct as the Feedback Call Centre (FCC) was launched in 2017 to obtain direct citizen feedback on the quality of grievance disposal. Statement 1 is incorrect because the 2nd Administrative Reforms Commission (ARC) submitted its reports between 2006-2009, and CPGRAMS integration with state portals is a modern initiative under the 'One Nation, One Portal' vision, not a 2012 ARC recommendation. Statement 3 is incorrect because the Sevottam model is a quality management framework for public service delivery and does not mandate automatic escalation to the Cabinet Secretariat; grievances are typically escalated to higher authorities within the respective ministry or the Department of Administrative Reforms and Public Grievances (DARPG).
Consider the following statements regarding Grievance Redressal Index (GRI) methodology:
1. The 2022 CPGRAMS reforms introduced the provision for mandatory physical hearings for all grievances, and this policy is overseen by the Cabinet Secretariat to ensure inter-ministerial coordination.
2. The National e-Governance Division (NeGD) publishes the monthly GRI rankings, and these rankings are calculated based on the total number of grievances received regardless of the resolution status.
3. The CPGRAMS platform is managed by the Ministry of Electronics and Information Technology, and it functions as a decentralized portal where each state maintains its own independent server infrastructure.
How many of the statements given above are correct?
- Only one
- Only two
- All three
- None
Explanation: Statement 1 is incorrect. Statement 2 is incorrect. Statement 3 is incorrect.
All three statements are incorrect because the CPGRAMS platform is managed by the Department of Administrative Reforms and Public Grievances (DARPG), not the Ministry of Electronics and Information Technology, and it operates as a centralized, unified portal rather than a decentralized one. The Grievance Redressal Index (GRI) rankings are published by DARPG based on the quality and timeliness of grievance disposal, not just the volume of complaints received. Furthermore, CPGRAMS reforms focus on digital resolution and feedback mechanisms rather than mandatory physical hearings overseen by the Cabinet Secretariat.
Consider the following statements regarding Public Grievance Portal (PGP) integration with CPGRAMS:
1. The Sevottam model, adopted by various government departments, provides the framework for the service delivery standards monitored through CPGRAMS.
2. The CPGRAMS version 7.0 upgrade introduced an AI-based tool for the automated classification and routing of grievances to the relevant subordinate offices.
3. The CPGRAMS portal operates under the administrative control of the Ministry of Electronics and Information Technology, and it incorporates the 2012 Public Grievance Redressal Act to ensure the legal enforceability of resolution timelines.
How many of the statements given above are correct?
- Only one
- Only two
- All three
- None
Explanation: Statement 1 is correct. Statement 2 is correct. Statement 3 is incorrect.
Statement 1 is correct as the Sevottam model provides the quality management framework for service delivery standards monitored via CPGRAMS. Statement 2 is correct because CPGRAMS 7.0 integrated AI-based analytical tools for intelligent classification and automated routing of grievances to appropriate subordinate offices. Statement 3 is incorrect because CPGRAMS is under the Department of Administrative Reforms and Public Grievances (DARPG), Ministry of Personnel, Public Grievances and Pensions, and there is no 'Public Grievance Redressal Act of 2012' as grievance redressal remains an executive policy framework rather than a statutory mandate.
Consider the following statements regarding DARPG role in grievance monitoring:
1. The Department of Administrative Reforms and Public Grievances (DARPG) functions under the Ministry of Personnel, Public Grievances and Pensions, which is currently headed by the Union Minister of State (Independent Charge).
2. The Centralized Public Grievance Redressal and Monitoring System (CPGRAMS) is a web-based portal developed by the National Informatics Centre in collaboration with the Department of Administrative Reforms and Public Grievances.
3. As of the 2023 guidelines, the standard turnaround time for the disposal of public grievances on the CPGRAMS portal is fixed at 30 days for all central ministries and departments.
How many of the statements given above are correct?
- Only one
- Only two
- All three
- None
Explanation: Statement 1 is correct. Statement 2 is correct. Statement 3 is correct.
Statement 1 is correct as DARPG functions under the Ministry of Personnel, Public Grievances and Pensions, which is currently held by a Minister of State (Independent Charge). Statement 2 is correct because CPGRAMS is a government-to-citizen portal developed by the National Informatics Centre (NIC) in collaboration with DARPG to streamline grievance redressal. Statement 3 is correct as the 2023 guidelines mandated a maximum turnaround time of 30 days for the disposal of grievances, with provisions for extension only under specific documented circumstances.
Consider the following statements regarding Accountability frameworks for non-redressal of grievances:
1. The Centralized Public Grievance Redress and Monitoring System (CPGRAMS) was launched in 2007 by the Department of Administrative Reforms and Public Grievances.
2. The Right to Information Act of 2005 established the CPGRAMS portal as a statutory mechanism for citizens to track the status of their appeals filed with the Central Information Commission.
3. The 2014 Good Governance Day initiative integrated the CPGRAMS platform with the MyGov portal to facilitate real-time feedback on the performance of District Magistrates.
How many of the statements given above are correct?
- Only one
- Only two
- All three
- None
Explanation: Statement 1 is correct. Statement 2 is incorrect. Statement 3 is incorrect.
Statement 1 is correct as CPGRAMS was indeed launched in 2007 by the Department of Administrative Reforms and Public Grievances (DARPG) as a unified portal for grievance redressal. Statement 2 is incorrect because CPGRAMS is an administrative initiative for public grievances, not a statutory mechanism under the RTI Act, which operates through a separate appellate framework. Statement 3 is incorrect because, while CPGRAMS has been integrated with various platforms like the Integrated Grievance Redressal Mechanism (INGRAM), it was not specifically launched as a 2014 Good Governance Day initiative to track District Magistrate performance via MyGov.
Consider the following statements regarding Classification of grievances under CPGRAMS (Policy vs. Service):
1. CPGRAMS allows for the direct escalation of policy-related grievances to the Cabinet Secretariat if the concerned ministry fails to respond within the initial 15-day window.
2. The 2012 Grievance Redressal Bill introduced the distinction between policy and service complaints, which remains the primary legal framework for CPGRAMS operations.
3. The Sevottam model, adopted by the DARPG in 2005, serves as the technical backend for CPGRAMS to differentiate between systemic policy flaws and individual service failures.
How many of the statements given above are correct?
- Only one
- Only two
- All three
- None
Explanation: Statement 1 is incorrect. Statement 2 is incorrect. Statement 3 is incorrect.
All three statements are incorrect because CPGRAMS does not provide for direct escalation to the Cabinet Secretariat, and the 2012 Grievance Redressal Bill was never enacted into law, meaning no statutory framework governs these operations. Furthermore, while the Sevottam model provides a framework for public service delivery excellence, it is not the technical backend for CPGRAMS, which operates as an integrated web-based platform under the DARPG to facilitate grievance tracking rather than differentiating between policy and service through that specific model.
Consider the following statements regarding Centralized Public Grievance Redress and Monitoring System (CPGRAMS) architecture:
1. The Intelligent Grievance Monitoring System (IGMS) utilizes AI-based sentiment analysis to categorize incoming complaints based on their linguistic content.
2. The 2023 CPGRAMS monthly report indicates that the average disposal time for grievances across central ministries has been reduced to approximately 17 days.
3. The CPGRAMS platform is accessible to citizens through the UMANG mobile application, which integrates various e-governance services under a unified mobile framework.
How many of the statements given above are correct?
- Only one
- Only two
- All three
- None
Explanation: Statement 1 is correct. Statement 2 is correct. Statement 3 is correct.
Statement 1 is correct as IGMS uses AI-driven sentiment analysis to classify grievances and identify patterns for proactive redressal. Statement 2 is correct because the Department of Administrative Reforms and Public Grievances (DARPG) reported that the average disposal time for central grievances dropped to approximately 17 days in 2023 due to improved monitoring. Statement 3 is correct as CPGRAMS is integrated into the UMANG app, allowing citizens to file and track grievances alongside other government services.
Consider the following statements regarding Grievance redressal in the context of Right to Information (RTI):
1. The Centralized Public Grievance Redress and Monitoring System (CPGRAMS) was launched by the Department of Administrative Reforms and Public Grievances in 2007 to facilitate the online tracking of citizen complaints.
2. Under the Right to Information Act, 2005, the First Appellate Authority is designated to dispose of appeals within a period of 30 days, which can be extended to 45 days in exceptional circumstances.
3. The RTI portal allows users to file grievances directly through the CPGRAMS dashboard, which automatically converts every rejected RTI application into a formal administrative complaint.
How many of the statements given above are correct?
- Only one
- Only two
- All three
- None
Explanation: Statement 1 is correct. Statement 2 is correct. Statement 3 is incorrect.
Statement 1 is correct as CPGRAMS was indeed launched in 2007 by the DARPG to provide a unified platform for online grievance tracking. Statement 2 is correct because Section 19(6) of the RTI Act mandates that the First Appellate Authority must dispose of appeals within 30 days, extendable to 45 days for reasons to be recorded in writing. Statement 3 is incorrect because, while RTI and CPGRAMS are both government initiatives, there is no automated mechanism that converts rejected RTI applications into formal administrative grievances; these remain distinct processes requiring separate filings.
Consider the following statements regarding Role of Ombudsman in parallel grievance redressal systems:
1. The CPGRAMS portal integrates the grievance mechanisms of the Supreme Court of India, allowing citizens to track the status of judicial petitions alongside executive department complaints.
2. The Electricity Act of 2003 provides for the appointment of an Ombudsman by the State Electricity Regulatory Commission, and this official holds the power to initiate criminal proceedings against distribution licensees.
3. The Telecom Regulatory Authority of India Act of 1997 provides for the creation of a Consumer Grievance Redressal Forum, which is empowered to issue binding directives to service providers for tariff-related disputes.
How many of the statements given above are correct?
- Only one
- Only two
- All three
- None
Explanation: Statement 1 is incorrect. Statement 2 is incorrect. Statement 3 is incorrect.
Statement 1 is incorrect because CPGRAMS is an executive-level portal for government departments and does not integrate the Supreme Court's judicial grievance mechanisms. Statement 2 is incorrect as the Ombudsman under the Electricity Act, 2003, is a quasi-judicial authority for consumer disputes and lacks the power to initiate criminal proceedings, which remains under the jurisdiction of special courts. Statement 3 is incorrect because the TRAI Act does not establish a Consumer Grievance Redressal Forum; instead, the Telecom Regulatory Authority of India (Redressal of Consumer Grievances) Regulations mandate service providers to establish their own internal grievance redressal mechanisms.
Consider the following statements regarding Role of Nodal Officers in grievance disposal:
1. Nodal officers have the authority to transfer grievances to subordinate offices or attached offices if the subject matter pertains to their specific functional domain.
2. Under the CPGRAMS guidelines, the maximum time limit for the disposal of a grievance is 30 days from the date of its receipt in the system.
3. The Sevottam model, introduced in 2006, provides the framework for assessing the effectiveness of public service delivery and grievance redressal mechanisms.
How many of the statements given above are correct?
- Only one
- Only two
- All three
- None
Explanation: Statement 1 is correct. Statement 2 is correct. Statement 3 is correct.
Statement 1 is correct as Nodal Officers are empowered to forward grievances to relevant subordinate or attached offices for functional resolution. Statement 2 is correct because the CPGRAMS guidelines mandate a maximum disposal timeline of 30 days, with provisions for escalation if unresolved. Statement 3 is correct as the Sevottam model, launched in 2006 by the Department of Administrative Reforms and Public Grievances (DARPG), establishes a standardized framework to evaluate and improve public service delivery and grievance redressal efficiency.
Consider the following statements regarding Integration of CPGRAMS with state-level grievance portals:
1. The 2017 amendment to the Right to Information Act provides the legal framework for the mandatory linking of CPGRAMS IDs with Aadhaar numbers for all registered users.
2. The Grievance Redressal Index, published annually by the NITI Aayog, ranks states based on their successful implementation of the CPGRAMS integration protocol and local language support.
3. The CPGRAMS 7.0 version, launched in 2023, incorporates Artificial Intelligence and Machine Learning tools to perform automated sentiment analysis and categorization of incoming public petitions.
How many of the statements given above are correct?
- Only one
- Only two
- All three
- None
Explanation: Statement 3 is correct. Statement 1 is incorrect. Statement 2 is incorrect.
Statement 3 is correct as CPGRAMS 7.0, launched by DARPG in 2023, utilizes AI/ML for sentiment analysis and auto-categorization of grievances to improve efficiency. Statement 1 is incorrect because there is no such 2017 amendment to the RTI Act; CPGRAMS is an administrative portal managed by DARPG, not governed by the RTI Act. Statement 2 is incorrect because the Grievance Redressal Index is published by the Department of Administrative Reforms and Public Grievances (DARPG), not NITI Aayog.
Consider the following statements regarding Impact of CPGRAMS on administrative transparency and corruption reduction:
1. The CPGRAMS version 7.0, introduced in 2022, incorporates artificial intelligence and machine learning tools to classify grievances into distinct subject categories.
2. The RTI Act of 2005 is functionally linked to the CPGRAMS interface, allowing citizens to track the status of appeals filed against public authorities.
3. The Department of Administrative Reforms and Public Grievances (DARPG) publishes a monthly report ranking central ministries based on the number of pending grievances exceeding 30 days.
How many of the statements given above are correct?
- Only one
- Only two
- All three
- None
Explanation: Statement 1 is correct. Statement 2 is correct. Statement 3 is correct.
Statement 1 is correct as CPGRAMS 7.0, launched in 2022, utilizes AI-based grievance classification and sentiment analysis to streamline redressal. Statement 2 is correct because the CPGRAMS portal includes an integrated RTI module that allows citizens to file and track RTI applications and appeals online. Statement 3 is correct as DARPG publishes the 'Monthly Report on Grievance Redressal in Ministries/Departments,' which ranks entities based on the disposal of grievances, specifically highlighting those pending beyond the standard 30-day timeline.