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Grievance Redressal Assessment and Index (GRAI) 2023
- 30 Nov 2024
- 2 min read
Recently, the Ministry of Personnel, Public Grievances and Pensions (MoPP&P), launched the GRAI 2023. This initiative aims to evaluate and improve the grievance redressal mechanisms of various central ministries and departments in India.
- The GRAI was conceptualised by the Department of Administrative Reforms and Public Grievances (DARPG) based on recommendations from the Parliamentary Standing Committee of the MoPP&P.
- The GRAI index, based on four dimensions (Efficiency, Feedback, Domain, Organizational Commitment) and 11 indicators, assesses 89 central ministries and departments, enabling comparative analysis of grievance handling.
- The data used for this assessment was collected from the Centralized Public Grievance Redressal and Management System (CPGRAMS), ensuring a standardised evaluation process.
- CPGRAMS is an online platform available to citizens 24/7 to lodge their grievances to the public authorities on any subject related to service delivery.
- Recognised as a best practice by the Commonwealth Secretariat, CPGRAMS serves as a vital tool for citizens to file and track grievances, enhancing transparency in public service.
- The report indicates that 85 out of 89 ministries showed an improvement in their GRAI scores compared to the previous year.
- Approximately 10% of the ministries/departments achieved over 50% growth, while 28% recorded growth between 25-50%.
