Grievance Redressal Assessment Index

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The Ministry of Home Affairs has consistently ranked amongst the top 10 ministries in 2023-24 in the grievance redressal assessment index (GRAI), performing well in all 15 specified indicators.

About Grievance Redressal Assessment Index

  • It was conceptualised and designed by the Department of Administrative Reforms and Public Grievances (DARPG), Govt. of India.
  • Objective: To present an organisation-wise comparative picture and provide valuable insights about strengths and areas of improvement regarding the grievance redressal mechanism.
  • It is based on a comprehensive index in the dimensions of Efficiency, Feedback, Domain and Organisational Commitment
  • It uses data from the Centralised Public Grievance Redressal and Management System (CPGRAMS).

Key facts about CPGRAMS

  • It is an online platform available to the citizens 24x7 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.
  • It is also accessible to the citizens through standalone mobile applications downloadable through Google Play store and mobile applications integrated with UMANG.
  • The status of the grievance filed in CPGRAMS can be tracked with the unique registration ID provided at the time of registration of the complainant.
  • CPGRAMS also provides an appeal facility to the citizens if they are not satisfied with the resolution by the Grievance Officer.

Q1) What is a Citizen Charter?

It is a document that outlines the services provided by a government agency, along with the expected standards for service delivery and the rights and responsibilities of citizens.

Source: MHA ranks among 10 top ministries in grievance redressal assessment index