GRAI

• Grievance Redressal Assessment and Index (GRAI) 2022 was launched recently.
• GRAI 2022 was conceptualised and designed by the Department of Administrative Reforms and Public Grievances (DARPG), Govt. of India based on the recommendation of Parliamentary Standing Committee of Ministry of Personnel, Public Grievances and Pensions.
• Objective– to present organisation-wise comparative picture and provide valuable insights about strengths and areas of improvement regarding grievance redressal mechanism.
• 89 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.
• GRAI has highlighted that time taken in disposing of grievances declined from 32 days in 2021 to 18 days in 2023.
• Data between January and December 2022, was used from the Centralised Public Grievance Redressal and Management System (CPGRAMS).

ABOUT CENTRALISED PUBLIC GRIEVANCE REDRESSAL AND MANAGEMENT SYSTEM (CPGRAMS)

• It is an online web-enabled system developed by National Informatics Centre (Ministry of Electronics & IT [MeitY]), in association with Directorate of Public Grievances (DPG) and Department of Administrative Reforms and Public Grievances (DARPG).
• It aims to enable submission of grievances by the aggrieved citizens from anywhere and anytime (24×7).
• It is a single portal connected to all the Ministries/Departments of Government of India and States.
• Available in 22 scheduled languages along with English.