Development of NextGen CPGRAMS
Council of Scientific & Industrial Research (CSIR)
In a significant step toward modernizing public grievance redressal, CSIR has initiated the development of NextGen CPGRAMS. This future-ready platform incorporates advanced AI-ML technologies to ensure timely and effective resolution of citizen concerns.
Key Features of NextGen CPGRAMS
- AI-Based Routing: Automated identification of grievance categories and auto-routing to the correct Grievance Redressal Officer (GRO).
- Multichannel Access: Support for voice-enabled lodging, mobile apps, social media integration, and interactive AI chatbots.
- Automated Escalation: Faster processing with first-level disposal within 7 days and automated escalation upon non-processing.
- Multilingual Support: Accessibility features including support for 22 Indian languages.
Escalation Matrix Structure
To ensure accountability, CSIR has proposed the following multi-level escalation framework for its Labs and Institutes:
| Level | Designated Officer | Role |
|---|---|---|
| EL-0 | Section Officer (SO) | Grievance Redressal Officer (GRO) |
| EL-1 | Administrative Officer (AO) | 1st Review/Escalation |
| EL-2 | Controller of Administration (COA) | 2nd Review/Escalation |
| EL-3 | Director of the Lab/Instt. | Direct Supervision & Closure |
Grievance Categories
An illustrative list of categories has been prepared, covering diverse domains such as scientific ethics (plagiarism), research fellowships, technology transfer, and pending payments for goods/services.
Official Documentation
For more details on the annexures and mapping formats, download the full Office Memorandum below:
Download Full PDF NoticeEducational Purpose Only: The information provided in this article is for general informational and educational purposes only.
Accuracy & Mistakes: While every effort has been made to ensure accuracy, human errors or omissions may occur.
No Liability: Under no circumstances shall the author or this website be held liable for any loss arising from the use of this information.
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