More than 20 lakh public grievances were resolved, 1.45 crore government employees were trained, and 1.68 crore pensioners were covered under digital services in 2025, as the Centre pushed governance reforms aimed at improving daily interactions between citizens and the government.
Presenting the Ministry’s year-end review, Union Minister of State for Personnel, Public Grievances, and Pensions Jitendra Singh said the focus during the year was on simplifying procedures, reducing delays, and using technology to make government services more accessible. "The reforms also sought to improve working conditions and training opportunities for government employees."
A major thrust area was capacity building. Singh said the Mission Karmayogi programme expanded significantly, with the iGOT-Karmayogi digital platform crossing 1.45 crore registered government employees. The platform now offers thousands of online courses in multiple Indian languages and is being used by most states and Union territories.
Training under the Rashtriya Karmayogi Jan Seva Programme covered over eight lakh employees during the year, with an emphasis on improving service delivery and public interaction. In addition, new digital learning labs were set up in state training institutes to support continuous skill development, the minister said.
Grievance redressal remained another key focus. According to the minister, more than 20 lakh public grievances were disposed of through the Centralised Public Grievance Redress and Monitoring System in 2025. The average time taken to resolve complaints in central ministries was brought down to around 15 days. Officials said citizen feedback was increasingly being used to assess the quality of grievance resolution.
Efforts to reduce administrative backlog were also stepped up. Under Special Campaign 5.0, government offices across ministries carried out large-scale cleanliness drives and file disposal exercises. Over 29 lakh files were closed or weeded out, freeing office space and generating revenue through scrap disposal.
For pensioners, digital outreach expanded during the year. The Digital Life Certificate Campaign held in November covered more than 1.68 crore pensioners across the country. A majority of certificates were submitted using face authentication technology, reducing the need for physical verification. Pension-related grievances also reached their highest disposal level in a single year.
The ministry said the Central Administrative Tribunal improved its disposal rate with the help of digital case management systems and expanded regional sittings, allowing cases to be heard closer to where applicants live.
Senior officials said the reforms introduced in 2025 were aimed at building a more responsive and technology-driven administrative system and would continue to shape governance practices in the coming years.
