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LDCE MGMT > CPGRMS > Flashcards

CPGRMS Flashcards

1
Q

Centralized Public Grievance Redress And Monitoring System (CPGRAMS) is an online web-enabled system
developed by NIC, in association with ______.
1) DPG
2) DARPG
3) 1 and 2

A

1 and 2
Directorate of Public Grievances (DPG) and Department of Administrative Reforms and Public Grievances (DARPG)

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2
Q

CPGRAMS is to lodge their grievances to the public authorities on any subject related to
________.
1) product delivery
2) service delivery
3) any of the above
4) none

A

service delivery

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3
Q

Every Ministry and state have _______-based access to CPGRAMS
1) designation-based
2) role-based

A

role-based access

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4
Q

CPGRAMS is also accessible to the citizens through a standalone mobile application and also mobile application integrated with _____
1) myGov
2) UMANG

A

UMANG

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5
Q

Once a grievance is raised on the web portal, a _____________ is generated and any citizen who raises a grievance can follow up the progress
1) specific registration number
2) specific grievance number
3) specific docket number

A

specific registration number

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6
Q

The CPGRAMS will enable the online lodging of grievances by citizens to the concerned Organizations which can be linked to _______
1) their official mobile app
2) their official Web site

A

their official Web site

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7
Q

CPGRAMS also provides an _______ facility to the citizens if they are not satisfied with the resolution by the Grievance Officer
1) reject facility
2) appeal facility

A

appeal facility

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8
Q

After the closure of grievance, if the complainant is not satisfied with the resolution, he/she can provide _______
1) rating
2) feedback

A

feedback
If feedback rating is “Poor” the option to file an appeal is enabled

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9
Q

If feedback rating is “Poor” the option _______ is enabled
1) resubmit
2) to file an appeal

A

to file an appeal

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10
Q

The status of the Appeal can also be tracked by the petitioner with the _______
1) mobile number
2) grievance registration number

A

grievance registration number

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11
Q

____ are not taken up for redress.
1) Suggestions
2) RTI matters
3) Grievances due to Corruption
4) all the above

A

1 and 2
Suggestions and RTI matters

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12
Q

Once a grievance is lodged online by any citizen, it is received by the ____ and then further forwarded to the _________ for redress and quick actions to be taken against the grievance. Then the received grievance is addressed at the _____.
1) Concerned Officer, Nodal Officer, Board level
2) Nodal Officer, Concerned Officer, Board level
3) Board level, Nodal Officer, Concerned Officer

A

Nodal Officer, concerned Officer, Board level

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13
Q

Final Outcome of a Complaint, (four)

A
  1. Examined at our Level
  2. No Action is Required
  3. Taken up with Sub-Ordinate Organization
  4. Not pertaining to this organization
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14
Q

Final Outcome of a Complaint: ‘Examined at our Level’ implies
1) the assessment has been done on the Local Office.
2) The grievance will be forwarded to a single or multiple Subordinate Officials
3) the Officials send an acknowledgement letter to the complainant

A

1 and 3
the assessment has been done on the Local Office.
In this case, the Officials send an acknowledgement letter to the complainant

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15
Q

Final Outcome of a Complaint: ‘No Action is Required’ implies
1) the grievance raised has been rejected
2) The grievance will be forwarded to a single or multiple Subordinate Officials
3) the Officials send an acknowledgement letter to the complainant

A

1 and 3
This specifies that the grievance raised has been rejected and the complainant is notified for the same in the acknowledgement letter along with a reason to reject it

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16
Q

Final Outcome of a Complaint: ‘Taken up with Sub-Ordinate Organization’ implies
1) the grievance raised has been rejected
2) The grievance will be forwarded to a single or multiple Subordinate Officials
3) the Officials send an acknowledgement letter to the complainant

A

The grievance will be forwarded to a single or multiple Subordinate Officials, based on the level of grievance raised

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17
Q

How do I complain to PMO?

A

using the interactive page link “Write to the Prime Minister” available on the PMO‟s website: https://www.pmindia.gov.in/

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18
Q

How do I write a grievance letter?

A

never use abusive or offensive language. don’t use emotive language.

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19
Q

Without efficient grievance redressal mechanisms, the Government and its administration can never be _____.
1) accountable
2) efficient
3) effective
4) punctual

A

1 and 3
accountable and effective

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20
Q

In Democracy, citizens make the __________ and hold them ____________
1) make the laws and hold them effective
2) make the Government and hold them accountable
3) both 1 and 2

A

make the Government and hold them accountable

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21
Q

_______ can be some of the public grievances against the Government.
1) shortage of food
2) overcrowded public transport
3) late running of trains
4) any of the above

A

any of the above

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22
Q

______________ is an important cog in the wheel of any Government
1) Grievance Redressal Mechanism
2) Monitoring Desk

A

Grievance Redressal Mechanism

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23
Q

Grievances of Citizens in India – Four categories of grievances

A

Grievances against Policies
Grievances due to Maladministration
Grievances due to Corruption
Grievances in Rural Areas

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24
Q

Grievances against Policies are raised in _________
1) media
2) legislatures
3) both

A

media and legislatures

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25
Q

This grievance arises due to various issues like lack of coordination between different departments or agencies or may be due to inefficiency of officials stemming from the heavy workload
1) Grievances against Policies
2) Grievances due to Maladministration
3) Grievances due to Corruption
4) Grievances in Rural Areas

A

Grievances due to Maladministration

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26
Q

This grievance arises due to a lack of integrity among officials working in the administration.
1) Grievances against Policies
2) Grievances due to Maladministration
3) Grievances due to Corruption
4) Grievances in Rural Areas

A

Grievances due to Corruption

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27
Q

Grievances in Rural Areas

A

Non-availability of supplies
Delay in Supplies or Services
Harassment

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28
Q

The 2 most important nodal agencies

A
  1. Department of Administrative Reforms and Public Grievances (DARPG)
  2. Directorate of Public Grievances (DPG) - part of Cabinet Secretariat
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29
Q

DARPG functions under the
Ministry of ________

A

Ministry of Personnel, Public Grievances and Pensions

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30
Q

DARPG stands for ___

A

Department of Administrative Reforms and Public Grievances (DARPG)

31
Q

Grievance Redressal Nodal Agency that is part of Cabinet Secretariat is ________

A

Directorate of Public Grievances (DPG)

32
Q

The primary role of this department is to plan and implement citizen-centric measures in the domain of public grievances and carry out administrative reforms

A

Department of Administrative Reforms and Public Grievances (DARPG)

33
Q

The grievances received by DARPG will be forwarded to the _________

A

respective ministries, departments, and state
governments

34
Q

______ handle complaints pertaining to 16 Central
Government Organizations
1) DPG
2) DARPG

A

Directorate of Public Grievances (DPG)

35
Q

This is a Parliamentary Committee which works on redressing grievances of the public

A

Committee on Petitions – Parliamentary Committee

36
Q

E-Governance – To Address Public Grievances

A

CPGRAMS
PRAGATI
E-Nivaran
UMANG
MyGov
Nivaran
INGRAM
Mera Aspataal (My Hospital)

37
Q

online redressal of grievances related to taxpayers launched by the Central Board of Direct Taxes
1) PRAGATI
2) E-Nivaran
3) Nivaran
4) INGRAM

A

E-Nivaran

38
Q

It is a multi-modal and multipurpose grievance redressal system designed by the Prime Minister‟s Office (PMO) and NIC
1) PRAGATI
2) E-Nivaran
3) Nivaran
4) INGRAM

A

Pro-Active Governance and Timely Implementation (PRAGATI)

39
Q

PRAGATI stands for _______

A

Pro-Active Governance and Timely Implementation (PRAGATI)

40
Q

UMANG stands for ________

A

Unified Mobile Application for New-Age Governance (UMANG)

41
Q

It is a single platform through which citizens across India can access e-governance services, starting from Central Government to local
government bodies.
1) CPGRAMS
2) UMANG
3) MyGov
4) Nivaran

A

Unified Mobile Application for New-Age Governance (UMANG)

42
Q

It is a platform launched in 2014 to disseminate information by the Government and Government can seek public opinion
1) CPGRAMS
2) UMANG
3) MyGov
4) Nivaran

A

MyGov

43
Q

It is an online portal launched by the Indian Railways in 2016, to address the grievances of
lakhs of Railway Employees
1) PRAGATI
2) E-Nivaran
3) Nivaran
4) INGRAM

A

Nivaran

44
Q

It is a portal launched by the Ministry of
Consumer Affairs to address grievances of the public when they purchase any goods or services
1) PRAGATI
2) E-Nivaran
3) Nivaran
4) INGRAM

A

Integrated Grievance Redressal Mechanism (INGRAM)

45
Q

an app and portal launched by the Ministry of Health in 2017 under the National Health Mission
1) E-Nivaran
2) Nivaran
3) INGRAM
4) Mera Aspataal (My Hospital)

A

Mera Aspataal (My Hospital)

45
Q

INGRAM stands for _____

A

Integrated Grievance Redressal Mechanism (INGRAM)

46
Q

It empowers the citizens to ask any questions to the Government, seeks information, obtains Government documents, inspects Government works.

A

Right to Information Act (RTI) passed in 2005.

47
Q

This act is to not only empower citizens but also promote transparency and accountability in the
functioning of Government

A

Right to Information Act (RTI) passed in 2005.

48
Q

The task of formulating and operationalising Citizens Charter was undertaken by
_________.
1) DPG
2) DARPG

A

DARPG

49
Q

The idea of Citizen Charter was first pioneered in the ________ in 1991, with a focus on public services
1) India
2) UK
3) USA
4) China

A

United Kingdom

50
Q

Conducted at village levels to address the grievances of village community members
1) Panchayath
2) Gram Sabha
3) Village committee

A

Gram Sabha

51
Q

It has been passed to address the grievances of senior citizens

A

Senior Citizen Act

52
Q

This has been passed to address the grievances of working women
1) Working women act
2) Hostels act
3) Working women Hostels act

A

Hostels Act

53
Q

The Intelligent Grievance Monitoring System (IGMS) 2.0 Dashboard has been implemented by _________following an MoU with _______ for upgrading CPGRAMS with ______ capabilities
1) IIT Madras, DARPG, Artificial Intelligence
2) IIT Kanpur, DPG, Artificial Intelligence
3) IIT Kanpur, DARPG, Artificial Intelligence
4) IIT Kanpur, DARPG, Auto resolution

A

IIT Kanpur
MoU with DARPG
Artificial Intelligence

54
Q

This portal aims to establish a vibrant platform for sharing and dissemination of best practices.
1) CPGRAMS
2) Abhinav pahal
3) e-Kranti

A

Abhinav Pahal

55
Q

CPGRAMS site address

A

https://pgportal.gov.in/

56
Q

Pension grievance can be lodged in ____
1) CPGRMS
2) CPENGRAMS

A

CPENGRAMS site

57
Q

CPENGRAMS stands for

A

Centralized Pension Grievances Redress and Monitoring System

58
Q

CPGRAMS stands for

A

Centralized Public Grievances Redress and Monitoring System

59
Q

New grievance will be shown from various sources like

A

Direct Receipt
DPG
DARPG
Pension
PM Office
President Secretariat

60
Q

Final Outcome of a Complaint: Examined at our Level cannot be forwarded to _______
1) its subordinate unit
2) any subordinate unit

A

any subordinate unit

61
Q

Final Outcome of a Complaint: Examined at our Level after submitting with remarks move to _______
1) forwarded grievances
2) responded grievances
3) pending grievances
4) resolved grievances

A

pending grievances

62
Q

Final Outcome of a Complaint: Taken up with Sub-Ordinate Organization - can be forwarded upto _____ Sub-Ordinate Organizations
1) maximum 2
2) maximum 3
3) maximum 5
4) maximum 10

A

maximum 5

63
Q

If case is received manually/electronically directly by the department and if there is no action to be done, choose this option with a reasoned reply

A

No Action Required

64
Q

Final Outcome of a Complaint: No Action Required - option is available only if you are __________
1) owner of the grievance
2) DPG official

A

the owner of the grievance (Direct recipient of the case)

65
Q

Final Outcome of a Complaint: Not pertaining to this organization - after submitting _______
1) get return back to higher authority who has forwarded it.
2) get return back to person who made the complaint
3) forwarded to DPG for further processing

A

get return back to higher authority who has forwarded it.

66
Q

After PG officer successful login page will be redirected to __________
1) Operational Desk
2) Monitoring Desk

A

Operational Desk

67
Q

DARPG stands for ___

A

Directorate of Public Grievances (DPG)

68
Q

Using this option officer can dispose multiple grievances.
1) Multiple disposal
2) Bulk disposal
3) Multiple Closer
4) Bulk Closer

A

Bulk Closer

69
Q

________ can add additional users to operate organization account using ________ option

A

Nodal PG officer,
Manage PG Officer->Add New

70
Q

Manage Subordinate Organization, Manage Grievance Category are in ________Desk
1) Operational Desk
2) Monitoring Desk

A

Monitoring Desk->Manage Subordinate Organization

71
Q

If ATR pending at higher authority, the office can still forward additional reports for the same grievance.

A

T

72
Q

Without assigning a category the grievance could not be acted upon.

A

T
Subordinate offices are not required to assign a grievance category to the grievances received
from their parents.

LDCE MGMT (16 decks)

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