Digital India, ICT, eGovernance

1. Grievance Redressal
Mechanism
GRM

2. Technology used

3. Chat bots
• Chat bots: interactive artificial conversational entity - a computer program
for chatting purpose.

4. Frequently Asked Questions
• a list of questions and answers relating to a particular subject, especially one
giving basic information for users of a website.

5. USSD (Unstructured Supplementary Supply
Data)
• communications protocol used by GSM cellular telephones

6. IVRS
• Interactive voice response (IVR) is a technology that allows a computer to
interact with humans through the use of voice

7. Social Media

8. Application Development
• Specific applications

9. Initiatives

10. Centralized Public Grievance
Redress and Monitoring System
(CPGRAMS)

13. Monitoring of CPGRAMS
• Analysis :

14. Reforms through
CPGRAMS
• Issues in Railways
• link:
https://pgportal.gov.in/Home/Preview/UU
NJUmVwb3J0LnBkZg%3d%3d accessed on
23.09.2018

15. Reforms through
CPGRAMS
• Reforms/ Re-engineering in
Railways
• link:
https://pgportal.gov.in/Home/Preview/UU
NJUmVwb3J0LnBkZg%3d%3d accessed on
23.09.2018

16. Reforms through CPGRAMS
• Impact in
Railways
• link:
https://pgportal
.gov.in/Home/P
review/UUNJU
mVwb3J0LnBk
Zg%3d%3d
accessed on
23.09.2018

18. PRESIDENT'S SECRETARIAT HELPLINE
PRESIDENT'S SECRETARIAT HELPLINEPRESIDENT'S SECRETARIAT HELPLINE

21. E-Samadhan
• Application submission

22. RTI online

23. #icttrghipa

24. ePDS Himachal Pradesh
Transparency Portal

25. E-Grievance

26. Grievance tracking

27. Grievance at Call Centre

28. Call Nature

29. Feedback