Grievance Redressal Assessment Index

About Grievance Redressal Assessment And Index:

• It was conceptualized and designed by the DARPG, Govt. of India based on the recommendation of the Parliamentary Standing Committee of the Ministry of Personnel, Public Grievances and Pensions.
• Objective: It has an objective to present organization-wise comparative pictures and provide valuable insights about strengths and areas of improvement regarding grievance redressal mechanism.
• The first edition of GRAI 2022 was released on 21 June 2023.
• Eighty-nine Central Ministries and Departments were assessed and ranked based on a comprehensive index in the dimensions of (1) Efficiency, (2) Feedback, (3) Domain and (4) Organisational Commitment and corresponding 11 indicators.
• To compute the index, data between January and December 2023 was used from the Centralised Public Grievance Redressal and Management System (CPGRAMS).
• Department of Agriculture and Farmers Welfare, O/o the Comptroller & Auditor General of India and Department of Investment & Public Asset Management have topped the rankings in Group A, B and C respectively. 
• This report presents a two-dimensional (vertical and horizontal) analysis of the root causes of effective redressal of grievances of each Ministries and Departments in an easily discernible colour coded analysis.
• The report also presents a brief description of technical partners DARPG has engaged to facilitate the Ministries and Departments to optimally utilize CPGRAMS as a means of effective grievance redressal media.
• This report presents a clear roadmap with an advisory for the Ministries and Departments to leverage CPGRAMS and its features like IGMS 2.0, TreeDashboard, etc., to enhance grievance redressal.
• The roadmap for improvement emphasizes integrating advanced technologies like AI and ML for data analysis, predictive analytics and preventive measures while revising ATR formats for better reporting.
• Capacity building for GROs, enhancing accountability through audits and extending CPGRAMS integration to the third-tier of government are key recommendations.

Q1: What is a Centralised Public Grievance Redress and Monitoring System (CPGRAMS)?

It is an online platform available to the citizens 24×7 to lodge their grievances to the public authorities on any subject related to service delivery. It is a single portal connected to all the Ministries/Departments of Government of India and States.

News: Grievance Redressal Assessment And Index (GRAI) 2023 Launched On 18 November 2024

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