Grievance Redressal Assessment and Index (GRAI) 2022
Context
In 2022, the Grievance Redressal Assessment and Index (GRAI) was launched in India to evaluate and compare the grievance redressal mechanisms across various ministries and departments. The initiative was undertaken by the Department of Administrative Reforms and Public Grievances (DARPG), under the Government of India.
About GRAI
The GRAI was designed with the objective of providing an organization-wise comparison of the grievance redressal mechanisms in place. It aimed to offer insights into the strengths and areas of improvement within these mechanisms. A total of 89 central ministries and departments were assessed as part of the index.
The comprehensive index used by GRAI considered various dimensions and indicators to evaluate the effectiveness of grievance redressal. The dimensions included efficiency, feedback, domain, and organizational commitment. These dimensions were further assessed through 12 indicators, providing a detailed analysis of the grievance redressal process.
The Centralized Public Grievance Redressal and Management System (CPGRAMS) was the utilized system for the assessment. CPGRAMS is an online platform that allows citizens to lodge grievances related to service delivery by public authorities.
Key Findings
The GRAI 2022 report highlighted several key findings regarding the grievance redressal mechanisms in India. One significant improvement was observed in the average disposal time of grievances, which decreased from 32 days in 2021 to 18 days in 2023. This reduction in disposal time indicates enhanced efficiency in addressing public grievances.
In terms of numbers, the report revealed that a total of 1,16,734 grievances were redressed by central ministries and departments in May 2023 alone. Furthermore, the average disposal time per grievance was reported to be 16 days, showcasing the promptness with which grievances were addressed.
The report also highlighted the consistent increase in the number of disposed public grievance cases. The monthly count crossed one lakh cases multiple times, demonstrating the effectiveness of the grievance redressal process.
The adoption of the 10-step CPGRAMS reforms played a crucial role in improving the grievance redressal system. These reforms led to a decrease in grievance disposal time and enhanced efficiency, accountability, and accessibility throughout the redressal process.
Centralized Public Grievances Redress and Monitoring System (CPGRAMS)
CPGRAMS is an online platform developed by the National Informatics Centre (Ministry of Electronics & IT) in collaboration with the Directorate of Public Grievances (DPG) and the Department of Administrative Reforms and Public Grievances (DARPG). It was launched by DARPG under the Ministry of Personnel, Public Grievances & Pensions.
The platform provides citizens with a convenient way to lodge grievances related to service delivery by public authorities. It operates as a single portal connected to all ministries and departments of the Government of India as well as state governments. This seamless integration enables efficient communication and grievance redressal.
CPGRAMS ensures role-based access, allowing each ministry and state to effectively address and resolve grievances within their jurisdiction. Citizens can access the platform 24×7 through the website or a dedicated mobile application. They can also track the status of their grievances using the unique registration ID provided at the time of registration.
For citizens who remain unsatisfied with the resolution provided by the Grievance Officer, CPGRAMS offers an appeal facility. This enables them to escalate their concerns and seek further redressal. The appeal process includes provision for providing feedback after the closure of a grievance. Citizens can rate their experience as ‘Poor,’ which activates the appeal option. They can then track the status of their appeal using the grievance registration number.
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