GRIEVANCE REDRESSAL ASSESSMENT AND INDEX (GRAI) 2022

Latest Context

The Grievance Redressal Assessment and Index (GRAI) 2022 has been introduced by the Union Minister of Personnel and Public Grievances.

Facts about Grievance Redressal Assessment and Index (GRAI) 2022

• The Department of Administrative Reforms and Public Grievances (DARPG), Government of India, conceptualised and constructed GRAI 2022.
• Based on a thorough index in the areas of Efficiency, Feedback, Domain, and Organisational Commitment and the accompanying 12 indicators, it evaluated and graded several departments.
• On the basis of a thorough index, 89 Central Ministries and Departments were evaluated and graded.
• The time required to resolve complaints decreased from 32 days in 2021 to 18 days in 2023, according to GRAI.
• Data from the Centralised Public Grievance Redressal and Management System (CPGRAMS) for the period of January through December 2022 was utilised.

Facts about CPGRAMS

• CPGRAMS is an internet platform that intends to make it possible for individuals who have been wronged to submit complaints at anytime, anywhere (24/7).
• With the help of the system-generated unique registration number, tracking complaints is made easier.
• available in addition to English in 22 planned languages.
• The 10-step CPGRAMS reforms were undertaken by the government in 2022.
• It comprised CPGRAMS 7.0 universalization, technological advancements utilising AI/ML, etc.

Benefits of CPGRAMS

• Centralized System: CPGRAMS provides a centralized system for registering and tracking public grievances. It allows citizens to lodge complaints online from anywhere in India, eliminating the need for physical visits to government offices.
• Accessibility and Convenience: CPGRAMS enables citizens to register grievances 24/7, offering accessibility and convenience. People can access the platform through the internet, making it easier to submit complaints at their own convenience.
• Time Efficiency: By streamlining the grievance redressal process, CPGRAMS reduces the time taken to resolve complaints. The system automates the routing and escalation of grievances to the respective departments, ensuring prompt action and minimizing delays.
• Transparency: CPGRAMS enhances transparency in grievance redressal by providing a unique grievance ID to each complaint. This ID allows citizens to track the progress of their complaints online and stay informed about the actions taken by the concerned authorities.
• Accountability: The system helps in establishing accountability as it tracks the performance of various departments in resolving grievances. It generates reports and analytics, enabling the government to monitor the efficiency of the redressal process and take necessary measures for improvement.
• Feedback Mechanism: CPGRAMS allows citizens to provide feedback on the resolution of their grievances. This feedback helps in assessing the effectiveness of the redressal process and enables continuous improvement.
• Standardization: The platform ensures a standardized process for grievance redressal across different government departments. It provides guidelines and formats for registering complaints, making it easier for citizens to navigate the system.
• Wide Coverage: CPGRAMS covers a wide range of sectors and departments, including central ministries, state governments, and union territories. This comprehensive coverage ensures that citizens can address their grievances to the appropriate authorities.
• Reduction in Corruption: The transparency and accountability provided by CPGRAMS contribute to the reduction of corruption. The system discourages malpractices by establishing a digital trail of grievances and their resolutions.
• Citizen Empowerment: CPGRAMS empowers citizens by giving them a platform to voice their grievances and seek redressal. It strengthens the relationship between the government and the public by actively involving citizens in the governance process.

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