ATI : Assam Administrative Staff College (AASC), Guwahati
Course : 2-day Capacity Building Programme on CPGRAMS, ARTPS & Public Service Delivery (Sewa Setu) (Phase-2)
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:
- To develop a clear understanding of Sevottam Quality Management System and its role in improving public service delivery and grievance redressal.
- To enhance the capacity of officials in handling, monitoring and disposing of grievances through CPGRAMS.
- To familiarize participants with SOP development, report generation and analytics for effective grievance management.
- To provide practical, hands-on exposure to the CPGRAMS and Sewa Setu portals, including grievance handling, disposal, escalation and service delivery.
- To strengthen understanding of the Assam Right to Public Services (ARTPS) Act, 2024 and Rules, 2026, including grievance and appeal mechanisms.
- To familiarize officials with e-SAMIKSHA, CM’s Dashboard and other governance monitoring tools for tracking departmental performance
Expected Outcomes:
By the end of the programme, participants will be able to:
- Apply citizen-centric approaches for improving public service delivery and grievance redressal.
- Handle, monitor, dispose and escalate grievances more effectively through CPGRAMS.
- Develop and use appropriate SOPs, reports and analytics for grievance management.
- Navigate and use CPGRAMS and Sewa Setu through practical hands-on exercises.
- Understand and implement the provisions and mechanisms of ARTPS, including grievance and appeal processes.
- Use e-SAMIKSHA and the CM’s Dashboard for departmental monitoring and performance tracking.
- Improve the timeliness, transparency, accountability and responsiveness of public service delivery.
DAY 1 (08/10/2026) : CPGRAMS & Online Grievance Redressal
|
Time & Duration |
Subject / Topic |
Resource Person / Organization |
|
09.30 AM – 10.00 AM |
Registration |
Course Team |
|
10.00 AM – 11.30 AM (Session I) |
Effective Public Grievance Redressal through CPGRAMS: Workflow, Grievance Handling and Monitoring |
Shri Manabendra Goswami (Retd) Former Senior Director, NIC |
|
11.30 AM – 11.45 AM |
Tea Break |
|
|
11.45 AM – 01.15 PM (Session II) |
SOPs, Report Generation & Analytics Drafting SOPs, report generation, analytics, and interactive session. |
Shri Rahul Deka Joint Director (IT), NIC |
|
01.15 PM – 01.45 PM |
Lunch Break |
|
|
01.45 PM – 2.45 PM (Session III) |
Hands-On Lab Session: CPGRAMS Portal Practical exercise on handling grievances, disposal, and escalation |
Shri Gitartha Kalita Senior Developer, ARTPPG Dept. |
|
02.45 PM – 03.00 PM |
Tea Break |
|
|
03.00 PM – 04.30 PM (Session IV) |
Sevottam Quality Management System Need for quality public service delivery and robust grievance redressal mechanisms |
Shri Debajyoti Dutta, IAS (Retd) |
|
04.30 PM – 05.15 PM |
i-GOT Karmayogi |
Course Director |
DAY 2 (09/10/2026): Sevottam, ARTPS, Sewa Setu & Governance Tools
|
Time & Duration |
Subject / Topic |
Resource Person / Organization |
|
09.30 AM – 11.00 AM (Session V) |
Assam Right to Public Services (ARTPS) Act(A),2024 & Rules, 2026 Ensuring timely service delivery and compliance with the updated rules and mechanisms. |
Dr. Hemanta Rabha, TCBS |
|
11.00 AM – 11.15 AM |
Tea Break |
|
|
11.15 AM – 12.15 PM (Session VI) |
ARTPS- Grievance and Appeal |
Chayanika Borrdoloi, Consultant, AMS & Karavi Deka Das, GRO & APIO. |
|
12.15 PM – 01.15 PM |
Lunch Break |
|
|
01.15 PM – 02.45 PM (Session VII) |
Sewa Setu Portal & Hands-on Exercise Delivering public services, appeals, and grievance redressal to citizens at their doorstep, along with practical portal navigation |
Shri Lakshi Nandan Goswami, TCBS |
|
02.45 PM – 03.00 PM |
Tea Break |
|
|
03.00 PM – 04.00 PM (Session VIII) |
Governance Dashboards & Monitoring e-SAMIKSHA & CM’s Dashboard for monitoring departmental performance |
Shri Rubaiyat Ali, Senior Director, NIC (Retd) |
|
04.00 PM – 05.00 PM |
i-GOTKarmayogi, Feedback & Valedictory |
Course Director |
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