Administrative Training Institute

ATI :

Course Name :

Start Date :

End Date :

Proposed Participants :

Estimated Cost :

Course Content :

<div class="WordSection1">
<h1 style="margin-left:8.25pt; margin-right:0cm; text-align:center">PROGRAMME SCHEDULE</h1>

Aim of the Training:

To strengthen the capacity of government officials in effective grievance redressal, timely public service delivery and citizen-centric governance through effective use of CPGRAMS, ARTPS, Sewa Setu and governance monitoring tools.

<h1 style="margin-left:8.25pt; margin-right:0cm">Objectives:</h1>

<ul>
	<li>To develop a clear understanding of Sevottam Quality Management System and its role in improving public service delivery and grievance redressal.</li>
	<li>To enhance the capacity of officials in handling, monitoring and disposing of grievances through CPGRAMS.</li>
	<li>To familiarize participants with SOP development, report generation and analytics for effective grievance management.</li>
	<li>To provide practical, hands-on exposure to the CPGRAMS and Sewa Setu portals, including grievance handling, disposal, escalation and service delivery.</li>
	<li>To strengthen understanding of the Assam Right to Public Services (ARTPS) Act, 2024 and Rules, 2026, including grievance and appeal mechanisms.</li>
	<li>To familiarize officials with e-SAMIKSHA, CM’s Dashboard and other governance monitoring tools for tracking departmental performance</li>
</ul>

<h1 style="margin-left:8.25pt; margin-right:0cm">Expected Outcomes:</h1>

By the end of the programme, participants will be able to:

<ul>
	<li>Apply citizen-centric approaches for improving public service delivery and grievance redressal.</li>
	<li>Handle,   monitor,    dispose   and   escalate    grievances    more    effectively through CPGRAMS.</li>
	<li>Develop and use appropriate SOPs, reports and analytics for grievance management.</li>
	<li>Navigate and use CPGRAMS and Sewa Setu through practical hands-on exercises.</li>
	<li>Understand and implement the provisions and mechanisms of ARTPS, including grievance and appeal processes.</li>
	<li>Use e-SAMIKSHA and the CM’s Dashboard for departmental monitoring and performance tracking.</li>
	<li>Improve the timeliness, transparency, accountability and responsiveness of public service delivery.</li>
</ul>
</div>

DAY 1 (08/10/2026) : CPGRAMS & Online Grievance Redressal

<table border="1" cellspacing="0" class="Table" style="border-collapse:collapse; border:solid black 1.0pt; margin-left:.7pt">
	<tbody>
		<tr>
			<td style="background-color:#c2d59b; height:18.45pt; width:108.85pt">
			Time & Duration
			</td>
			<td style="background-color:#c2d59b; height:18.45pt; width:220.6pt">
			Subject / Topic
			</td>
			<td style="background-color:#c2d59b; height:18.45pt; width:6.0cm">
			Resource Person / Organization
			</td>
		</tr>
		<tr>
			<td style="height:21.6pt; vertical-align:top; width:108.85pt">
			09.30 AM – 10.00 AM
			</td>
			<td style="height:21.6pt; vertical-align:top; width:220.6pt">
			Registration
			</td>
			<td style="height:21.6pt; vertical-align:top; width:6.0cm">
			Course Team
			</td>
		</tr>
		<tr>
			<td style="height:38.0pt; vertical-align:top; width:108.85pt">
			10.00 AM – 11.30 AM

(Session I)
			</td>
			<td style="height:38.0pt; vertical-align:top; width:220.6pt">
			Effective Public Grievance Redressal through CPGRAMS: Workflow, Grievance

Handling and Monitoring
			</td>
			<td style="height:38.0pt; vertical-align:top; width:6.0cm">
			Shri Manabendra Goswami (Retd) Former Senior Director, NIC
			</td>
		</tr>
		<tr>
			<td style="background-color:#92cddc; height:12.55pt; width:108.85pt">
			11.30 AM – 11.45 AM
			</td>
			<td colspan="2" style="background-color:#92cddc; height:12.55pt; width:390.7pt">
			Tea Break
			</td>
		</tr>
		<tr>
			<td style="height:38.0pt; vertical-align:top; width:108.85pt">
			11.45 AM – 01.15 PM

(Session II)
			</td>
			<td style="height:38.0pt; vertical-align:top; width:220.6pt">
			SOPs, Report Generation & Analytics

Drafting SOPs, report generation, analytics, and interactive session.
			</td>
			<td style="height:38.0pt; vertical-align:top; width:6.0cm">
			Shri Rahul Deka Joint Director (IT), NIC
			</td>
		</tr>
		<tr>
			<td style="background-color:#92cddc; height:12.55pt; width:108.85pt">
			01.15 PM – 01.45 PM
			</td>
			<td colspan="2" style="background-color:#92cddc; height:12.55pt; width:390.7pt">
			Lunch Break
			</td>
		</tr>
		<tr>
			<td style="height:37.85pt; vertical-align:top; width:108.85pt">
			01.45 PM – 2.45 PM

(Session III)
			</td>
			<td style="height:37.85pt; vertical-align:top; width:220.6pt">
			Hands-On Lab Session: CPGRAMS Portal

Practical exercise on handling grievances, disposal, and escalation
			</td>
			<td style="height:37.85pt; vertical-align:top; width:6.0cm">
			Shri Gitartha Kalita

Senior Developer, ARTPPG Dept.
			</td>
		</tr>
		<tr>
			<td style="background-color:#92cddc; height:12.7pt; width:108.85pt">
			02.45 PM – 03.00 PM
			</td>
			<td colspan="2" style="background-color:#92cddc; height:12.7pt; width:390.7pt">
			Tea Break
			</td>
		</tr>
		<tr>
			<td style="height:37.9pt; vertical-align:top; width:108.85pt">
			03.00 PM – 04.30 PM

(Session IV)
			</td>
			<td style="height:37.9pt; vertical-align:top; width:220.6pt">
			Sevottam Quality Management System

Need for quality public service delivery and robust grievance redressal mechanisms
			</td>
			<td style="height:37.9pt; vertical-align:top; width:6.0cm">
			Shri Debajyoti Dutta, IAS (Retd)
			</td>
		</tr>
		<tr>
			<td style="height:21.7pt; vertical-align:top; width:108.85pt">
			04.30 PM – 05.15 PM
			</td>
			<td style="height:21.7pt; vertical-align:top; width:220.6pt">
			i-GOT Karmayogi
			</td>
			<td style="height:21.7pt; vertical-align:top; width:6.0cm">
			Course Director
			</td>
		</tr>
	</tbody>
</table>

DAY 2 (09/10/2026): Sevottam, ARTPS, Sewa Setu & Governance Tools

<table border="1" cellspacing="0" class="Table" style="border-collapse:collapse; border:solid black 1.0pt; margin-left:.7pt">
	<tbody>
		<tr>
			<td style="background-color:#c2d59b; height:17.85pt; width:108.85pt">
			Time & Duration
			</td>
			<td style="background-color:#c2d59b; height:17.85pt; width:220.6pt">
			Subject / Topic
			</td>
			<td style="background-color:#c2d59b; height:17.85pt; width:6.0cm">
			Resource Person / Organization
			</td>
		</tr>
		<tr>
			<td style="height:63.35pt; vertical-align:top; width:108.85pt">

09.30 AM – 11.00 AM

(Session V)
			</td>
			<td style="height:63.35pt; vertical-align:top; width:220.6pt">
			Assam Right to Public Services (ARTPS) Act(A),2024 & Rules, 2026

Ensuring timely service delivery and

compliance with the updated rules and mechanisms.
			</td>
			<td style="height:63.35pt; vertical-align:top; width:6.0cm">

Dr. Hemanta Rabha, TCBS
			</td>
		</tr>
		<tr>
			<td style="background-color:#92cddc; height:12.55pt; width:108.85pt">
			11.00 AM – 11.15 AM
			</td>
			<td colspan="2" style="background-color:#92cddc; height:12.55pt; width:390.7pt">
			Tea Break
			</td>
		</tr>
		<tr>
			<td style="height:38.0pt; vertical-align:top; width:108.85pt">
			11.15 AM – 12.15 PM

(Session VI)
			</td>
			<td style="height:38.0pt; vertical-align:top; width:220.6pt">
			ARTPS- Grievance and Appeal
			</td>
			<td style="height:38.0pt; vertical-align:top; width:6.0cm">
			Chayanika Borrdoloi, Consultant, AMS &

Karavi Deka Das, GRO & APIO.
			</td>
		</tr>
		<tr>
			<td style="background-color:#92cddc; height:12.55pt; width:108.85pt">
			12.15 PM – 01.15 PM
			</td>
			<td colspan="2" style="background-color:#92cddc; height:12.55pt; width:390.7pt">
			Lunch Break
			</td>
		</tr>
		<tr>
			<td style="height:50.6pt; vertical-align:top; width:108.85pt">

01.15 PM – 02.45 PM

(Session VII)
			</td>
			<td style="height:50.6pt; vertical-align:top; width:220.6pt">
			Sewa Setu Portal & Hands-on Exercise Delivering public services, appeals, and grievance redressal to citizens at their doorstep,

along with practical portal navigation
			</td>
			<td style="height:50.6pt; vertical-align:top; width:6.0cm">
			Shri Lakshi Nandan Goswami, TCBS
			</td>
		</tr>
		<tr>
			<td style="background-color:#92cddc; height:12.65pt; width:108.85pt">
			02.45 PM – 03.00 PM
			</td>
			<td colspan="2" style="background-color:#92cddc; height:12.65pt; width:390.7pt">
			Tea Break
			</td>
		</tr>
		<tr>
			<td style="height:37.85pt; vertical-align:top; width:108.85pt">
			03.00 PM – 04.00 PM

(Session VIII)
			</td>
			<td style="height:37.85pt; vertical-align:top; width:220.6pt">
			Governance Dashboards & Monitoring

e-SAMIKSHA    &    CM’s    Dashboard    for

monitoring departmental performance
			</td>
			<td style="height:37.85pt; vertical-align:top; width:6.0cm">
			Shri Rubaiyat Ali, Senior Director, NIC (Retd)
			</td>
		</tr>
		<tr>
			<td style="height:18.45pt; vertical-align:top; width:108.85pt">
			04.00 PM – 05.00 PM
			</td>
			<td style="height:18.45pt; vertical-align:top; width:220.6pt">
			i-GOTKarmayogi, Feedback & Valedictory
			</td>
			<td style="height:18.45pt; vertical-align:top; width:6.0cm">
			Course Director
			</td>
		</tr>
	</tbody>
</table>

Study Material-1 (pdf) :

Study Material-2 (pdf) :

Study Material-3 (pdf) :

Status :

Edit Course Edit

Edit Course