Grievance Redressal Assessment Index

Table of Contents☰

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