Administrative Training Institute

ATI :

Course Name :

Start Date :

End Date :

Proposed Participants :

Estimated Cost :

Course Content :

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 (30/09/2026) : CPGRAMS & Online Grievance Redressal

<table border="1" cellspacing="0" class="MsoTableGrid" data-darkreader-inline-border-bottom="" data-darkreader-inline-border-left="" data-darkreader-inline-border-right="" data-darkreader-inline-border-top="" style="--darkreader-inline-border-bottom:var(--darkreader-border-000000, #1e1d19); --darkreader-inline-border-left:var(--darkreader-border-000000, #1e1d19); --darkreader-inline-border-right:var(--darkreader-border-000000, #1e1d19); --darkreader-inline-border-top:var(--darkreader-border-000000, #1e1d19); border-collapse:collapse; border:1pt solid black; 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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			<td style="height:.3in; width:108.9pt">
			09.30 AM – 10.00 AM
			</td>
			<td style="height:.3in; width:220.5pt">
			Registration
			</td>
			<td style="height:.3in; width:170.1pt">
			Course Team
			</td>
		</tr>
		<tr>
			<td style="height:.3in; width:108.9pt">
			10.00 AM – 11.30 AM

(Session I)
			</td>
			<td style="height:.3in; width:220.5pt">
			Sevottam Quality Management System

Need for quality public service delivery and robust grievance redressal mechanisms.
			</td>
			<td style="height:.3in; width:170.1pt">
			Shri Debajyoti Dutta IAS (Retd)
			</td>
		</tr>
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			<td data-darkreader-inline-bgcolor="" style="--darkreader-inline-bgcolor:var(--darkreader-background-92cddc, #b4c8b7); background-color:#92cddc; height:8.95pt; width:108.9pt">
			11.30 AM – 11.45 AM
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			<td colspan="2" data-darkreader-inline-bgcolor="" style="--darkreader-inline-bgcolor:var(--darkreader-background-92cddc, #b4c8b7); background-color:#92cddc; height:8.95pt; width:390.6pt">
			Tea Break
			</td>
		</tr>
		<tr>
			<td style="height:.3in; width:108.9pt">
			11.45 AM – 01.15 PM

(Session II)
			</td>
			<td style="height:.3in; vertical-align:top; width:220.5pt">
			Effective Public Grievance Redressal through CPGRAMS: Workflow, Grievance Handling and Monitoring
			</td>
			<td style="height:.3in; width:170.1pt">
			Shri Manabendra Goswami (Retd)

Former Director, NIC

Shri Gitartha Kalita

Senior Developer, ARTPPG Dept.
			</td>
		</tr>
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			01.15 PM – 01.45 PM
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			Lunch Break
			</td>
		</tr>
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			<td style="height:.3in; width:108.9pt">
			01.45 PM – 2.45 PM (Session III)
			</td>
			<td style="height:.3in; vertical-align:top; width:220.5pt">
			SOPs, Report Generation & Analytics

Drafting SOPs, report generation, analytics, and interactive session.
			</td>
			<td style="height:.3in; width:170.1pt">
			Shri Manabendra Goswami (Retd)

Former Director, NIC

Shri Gitartha Kalita

Senior Developer, ARTPPG Dept.
			</td>
		</tr>
		<tr>
			<td data-darkreader-inline-bgcolor="" style="--darkreader-inline-bgcolor:var(--darkreader-background-92cddc, #b4c8b7); background-color:#92cddc; height:10.3pt; width:108.9pt">
			02.45 PM – 03.00 PM
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			<td colspan="2" data-darkreader-inline-bgcolor="" style="--darkreader-inline-bgcolor:var(--darkreader-background-92cddc, #b4c8b7); background-color:#92cddc; height:10.3pt; width:390.6pt">
			Tea Break
			</td>
		</tr>
		<tr>
			<td style="height:.3in; width:108.9pt">
			03.00 PM – 04.30 PM (Session IV)
			</td>
			<td style="height:.3in; vertical-align:top; width:220.5pt">
			Hands-On Lab Session: CPGRAMS Portal

Practical exercise on handling grievances, disposal, and escalation.
			</td>
			<td style="height:.3in; width:170.1pt">
			Shri Manabendra Goswami (Retd)

Former Director, NIC

Shri Gitartha Kalita

Senior Developer, ARTPPG Dept.
			</td>
		</tr>
		<tr>
			<td style="height:.3in; width:108.9pt">
			04.30 PM – 05.15 PM
			</td>
			<td style="height:.3in; width:220.5pt">
			i-GOT Karmayogi
			</td>
			<td style="height:.3in; width:170.1pt">
			Course Director
			</td>
		</tr>
	</tbody>
</table>

DAY 2 (01/10/2026): Sevottam, ARTPS, Sewa Setu & Governance Tools

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			Time & Duration
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			Subject / Topic
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			Resource Person / Organization
			</td>
		</tr>
		<tr>
			<td style="width:108.9pt">
			09.30 AM – 11.00 AM (Session V)
			</td>
			<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.
			</td>
			<td style="width:170.1pt">
			Dr. Hemanta Rabha, TCBS
			</td>
		</tr>
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			<td data-darkreader-inline-bgcolor="" style="--darkreader-inline-bgcolor:var(--darkreader-background-92cddc, #b4c8b7); background-color:#92cddc; width:108.9pt">
			11.00 AM – 11.15 AM
			</td>
			<td colspan="2" data-darkreader-inline-bgcolor="" style="--darkreader-inline-bgcolor:var(--darkreader-background-92cddc, #b4c8b7); background-color:#92cddc; width:390.6pt">
			Tea Break
			</td>
		</tr>
		<tr>
			<td style="width:108.9pt">
			11.15 AM – 12.15 PM (Session VI)
			</td>
			<td style="width:220.5pt">
			ARTPS- Grievance and Appeal
			</td>
			<td style="width:170.1pt">
			Shri Lakshi Nandan Goswami, TCBS
			</td>
		</tr>
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			12.15 PM – 01.15 PM
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			<td colspan="2" data-darkreader-inline-bgcolor="" style="--darkreader-inline-bgcolor:var(--darkreader-background-92cddc, #b4c8b7); background-color:#92cddc; width:390.6pt">
			Lunch Break
			</td>
		</tr>
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			<td style="width:108.9pt">
			01.15 PM – 02.45 PM (Session VII)
			</td>
			<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
			</td>
			<td style="width:170.1pt">
			Shri Lakshi Nandan Goswami, TCBS
			</td>
		</tr>
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			<td data-darkreader-inline-bgcolor="" style="--darkreader-inline-bgcolor:var(--darkreader-background-92cddc, #b4c8b7); background-color:#92cddc; height:2.8pt; width:108.9pt">
			02.45 PM – 03.00 PM
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			<td colspan="2" data-darkreader-inline-bgcolor="" style="--darkreader-inline-bgcolor:var(--darkreader-background-92cddc, #b4c8b7); background-color:#92cddc; height:2.8pt; width:390.6pt">
			Tea Break
			</td>
		</tr>
		<tr>
			<td style="width:108.9pt">
			03.00 PM – 04.00 PM (Session VIII)
			</td>
			<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:170.1pt">
			Shri Rubaiyat Ali, Senior Director, NIC (Retd)
			</td>
		</tr>
		<tr>
			<td style="height:18.4pt; width:108.9pt">
			04.00 PM – 05.00 PM
			</td>
			<td style="height:18.4pt; vertical-align:top; width:220.5pt">
			i-GOTKarmayogi, Course Evaluation & Valedictory
			</td>
			<td style="height:18.4pt; width:170.1pt">
			Course Director
			</td>
		</tr>
	</tbody>
</table>

Study Material-1 (pdf) :

Click to open : 226955_152307964.pdf

Study Material-2 (pdf) :

Click to open : 155704_518363934.pdf

Study Material-3 (pdf) :

Click to open : 813564_1300911256.pdf

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