Grievance Redressal Assessment and Index (GRAI) 2022

Context:

The Union Minister of Public Grievances, and Pensions has launched the Grievance Redressal Assessment and Index (GRAI) 2022.

About Grievance Redressal Assessment and Index (GRAI):

GRAI 2022 was conceptualised and designed by the Department of Administrative Reforms and Public Grievances (DARPG), Govt. of India.
Objective: To present organisation-wise comparative picture and provide valuable insights about strengths and areas of improvement regarding grievance redressal mechanism.
As part of GRAI, Ministries and Departments are grouped in three groups based on the number of grievances registered in calendar year 2022 at CPGRAMS.
- Group A for those registering more than 10,000 grievances
- Group B for those receiving grievances from 2,000 to 9,999 and
- Group C for those getting less than 2,000 plaints.
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 12 indicators.

Additional Information

About Centralised Public Grievance Redressal and Management 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 the Government of India and States.
It is also accessible to the citizens through a standalone mobile application.

News Source: PIB