Government Highlights CPGRAMS Reforms, AI-Powered Grievance System and Digital Pension Initiatives in Parliament

The Government has informed Parliament that a series of reforms undertaken in the Centralised Public Grievance Redress and Monitoring System (CPGRAMS) have significantly improved grievance disposal timelines, while digital pension platforms such as Bhavishya, Jeevan Pramaan (Digital Life Certificate) and CPENGRAMS have strengthened transparency and service delivery for Central Government employees and pensioners.

The information was provided by Minister of State Dr. Jitendra Singh in a written reply to an Unstarred Question in the Lok Sabha.

CPGRAMS Disposal Time Reduced to 13 Days

According to the Government, several initiatives have been implemented to enhance the efficiency, quality and accountability of CPGRAMS.

Key reforms include:

• Implementation of the 10-Step CPGRAMS Reforms
• Issuance of Comprehensive Guidelines for Effective Redressal of Public Grievances in August 2024, reducing the grievance redressal timeline from 30 days to 21 days
• Operationalisation of a Review Meeting Module to facilitate periodic review of grievance redressal by senior officers

The Government stated that between 1 January and 15 July 2026, CPGRAMS received 15,20,576 public grievances. During this period, the average disposal time for grievances by Central Ministries and Departments was 13 days.

Digital Pension Platforms Improve Transparency

The Government also outlined the role of various digital pension platforms in improving pension processing and grievance redressal.

Bhavishya

Bhavishya functions as an integrated online pension sanction and payment tracking system for Central Government civilian employees. It enables end-to-end online processing of pension cases—from pension application to the issue of an electronic Pension Payment Order (PPO).

The platform supports digital submission and verification of pension papers through a single electronic signature and provides real-time tracking of pension cases for retiring employees and other stakeholders, improving transparency and timely processing.

Jeevan Pramaan (Digital Life Certificate)

The Digital Life Certificate system has simplified the annual submission of life certificates through Aadhaar-based biometric authentication. It also facilitates automatic updating of records with Pension Disbursing Authorities and provides SMS acknowledgements to pensioners, ensuring uninterrupted pension payments.

CPENGRAMS

The Centralized Pension Grievances Redress and Monitoring System (CPENGRAMS) provides an online platform for registration, tracking and resolution of pension-related grievances.

According to the Government, the system enables real-time monitoring, time-bound grievance redressal and continuous oversight by Ministries and Departments, resulting in reduced delays and improved responsiveness.

AI-Powered ‘Samadhan Didi’ Chatbot Introduced

The Government informed Parliament that an AI-enabled CPGRAMS chatbot named ‘Samadhan Didi’ was launched on 30 May 2026.

The chatbot offers:

• Multilingual voice-based grievance registration in all 22 official languages
• Assistance in capturing complete grievance details
• AI-based identification of the appropriate Ministry or Department and grievance category for accurate routing to the concerned Grievance Redressal Officer (GRO)

The Government stated that the chatbot is expected to improve the efficiency and quality of grievance redressal while helping reduce delays.

Unified Pensioner-Centric Portal Planned

The Department of Pension and Pensioners’ Welfare has also initiated a new scheme titled “Improving Pensioners’ Welfare”.

Under this initiative, the Government plans to develop a unified pensioner portal aimed at providing user-friendly, centrally accessible pension-related services for pensioners.

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