Union Minister launches Grievance Redressal Assessment and Index (GRAI) 2022

Source: The post is based on the article “Union Minister launches Grievance Redressal Assessment and Index (GRAI) 2022” published in PIB on 23rd June 2023

What is the News?

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

What is Grievance Redressal Assessment and Index (GRAI)?

GRAI was conceptualized and designed by the Department of Administrative Reforms and Public Grievances (DARPG).

Objective: To present an organisation-wise comparative picture and provide valuable insights about strengths and areas of improvement regarding the grievance redressal mechanism.

Parameters: 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) Organizational Commitment and corresponding 12 indicators.

Source of data: To compute the index, data between January and December 2022 was used from the Centralised Public Grievance Redressal and Management System (CPGRAMS).

Groupings: Ministries and Departments were grouped into three groups based on the number of grievances registered in the calendar year 2022 at CPGRAMS

What are the key findings of the GRAI 2022?

Rankings: The Department of Posts, Department of Financial Services (Pension Reforms) and Department of Land Resources have topped the rankings in Group A, B and C respectively.

For the first time, the average disposal time of public grievances by central ministries and departments has come down to 16 days, a reduction of about 50%.

What is the Centralised Public Grievance Redressal and Management System (CPGRAMS)?

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