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

DAY 2 (16/10/2026): Sevottam, ARTPS, Sewa Setu & Governance Tools