Administrative Training Institute

ATI :

Course Name :

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End Date :

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Estimated Cost :

Course Content :

PROGRAMME SCHEDULE

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.

Objectives:

<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>

Expected Outcomes:

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>

DAY 1 (15/10/2026) : CPGRAMS & Online Grievance Redressal

<table border="1" cellspacing="0" class="MsoTableGrid" style="border-collapse:collapse; border:solid black 1.0pt; margin-left:-8.1pt; width:499.5pt">
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			Time & Duration
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			Subject / Topic
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			Resource Person / Organization
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			09.30 AM – 10.00 AM
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			Registration
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			<td style="height:21.6pt; width:6.0cm">
			Course Team
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			10.00 AM – 11.30 AM

(Session I)
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			<td style="height:21.6pt; width:220.5pt">
			Effective Public Grievance Redressal through CPGRAMS: Workflow, Grievance Handling and Monitoring 
			</td>
			<td style="height:21.6pt; width:6.0cm">
			Shri Manabendra Goswami (Retd)

Former Senior Director, NIC 
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			11.30 AM – 11.45 AM
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			Tea Break
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			11.45 AM – 01.15 PM

(Session II)
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			<td style="height:21.6pt; vertical-align:top; width:220.5pt">
			Kritagyata Portal
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			<td style="height:21.6pt; width:6.0cm">
			Shri Manabendra Goswami (Retd)

Former Senior Director, NIC 
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			<td style="background-color:#92cddc; height:11.65pt; width:108.9pt">
			01.15 PM – 01.45 PM
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			Lunch Break
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			01.45 PM – 2.45 PM (Session III)
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			SOPs, Report Generation & Analytics

Drafting SOPs, report generation, analytics, and interactive session
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			<td style="height:21.6pt; width:6.0cm">
			Shri Rahul Deka

Joint Director (IT), NIC
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			<td style="background-color:#92cddc; height:10.3pt; width:108.9pt">
			02.45 PM – 03.00 PM
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			<td colspan="2" style="background-color:#92cddc; height:10.3pt; width:390.6pt">
			Tea Break
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			03.00 PM – 04.30 PM (Session IV)
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			<td style="height:21.6pt; vertical-align:top; width:220.5pt">
			 Hands-On Lab Session: CPGRAMS Portal

Practical exercise on handling grievances, disposal, and escalation
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			<td style="height:21.6pt; width:6.0cm">
			Shri Gitartha Kalita

Senior Developer, ARTPPG Dept
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			<td style="height:21.6pt; width:108.9pt">
			04.30 PM – 05.15 PM
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			<td style="height:21.6pt; width:220.5pt">
			i-GOT Karmayogi
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			<td style="height:21.6pt; width:6.0cm">
			Course Director
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DAY 2 (16/10/2026): Sevottam, ARTPS, Sewa Setu & Governance Tools

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			Time & Duration
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			Subject / Topic
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			<td style="background-color:#c2d69b; height:17.95pt; width:6.0cm">
			Resource Person / Organization
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			<td style="width:108.9pt">
			09.30 AM – 11.00 AM (Session V)
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			<td style="vertical-align:top; width:220.5pt">
			Assam Right to Public Services (ARTPS) Act(A),2024 & Rules, 2026

Ensuring timely service delivery and compliance with the updated rules and mechanisms.
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			<td style="width:6.0cm">
			Dr. Hemanta Rabha, TCBS
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			<td style="background-color:#92cddc; width:108.9pt">
			11.00 AM – 11.15 AM
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			<td colspan="2" style="background-color:#92cddc; width:390.6pt">
			Tea Break
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			<td style="width:108.9pt">
			11.15 AM – 12.15 PM (Session VI)
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			<td style="width:220.5pt">
			ARTPS- Grievance and Appeal
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			<td style="width:6.0cm">
			Chayanika Borrdoloi, Consultant, AMS &

Karavi Deka Das, GRO & APIO. 
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			<td style="background-color:#92cddc; width:108.9pt">
			12.15 PM – 01.15 PM
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			<td colspan="2" style="background-color:#92cddc; width:390.6pt">
			Lunch Break
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			<td style="width:108.9pt">
			01.15 PM – 02.45 PM (Session VII)
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			<td style="vertical-align:top; width:220.5pt">
			Sewa Setu Portal & Hands-on Exercise

Delivering public services, appeals, and grievance redressal to citizens at their doorstep, along with practical portal navigation
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			<td style="width:6.0cm">
			Shri Lakshi Nandan Goswami, TCBS 
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			<td style="background-color:#92cddc; height:2.8pt; width:108.9pt">
			02.45 PM – 03.00 PM
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			<td colspan="2" style="background-color:#92cddc; height:2.8pt; width:390.6pt">
			Tea Break
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			<td style="width:108.9pt">
			03.00 PM – 04.00 PM (Session VIII)
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			<td style="vertical-align:top; width:220.5pt">
			Governance Dashboards & Monitoring

e-SAMIKSHA & CM’s Dashboard for monitoring departmental performance
			</td>
			<td style="vertical-align:top; width:6.0cm">
			Shri Rubaiyat Ali, Senior Director, NIC (Retd) 
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			<td style="height:18.4pt; width:108.9pt">
			04.00 PM – 05.00 PM
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			<td style="height:18.4pt; vertical-align:top; width:220.5pt">
			i-GOTKarmayogi, Feedback & Valedictory 
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			<td style="height:18.4pt; width:6.0cm">
			Course Director
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		</tr>
	</tbody>
</table>

Study Material-1 (pdf) :

Click to open : 334426_1103525740.pdf

Study Material-2 (pdf) :

Click to open : 155765_628846156.pdf

Study Material-3 (pdf) :

Click to open : 499363_2099887241.pdf

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