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19/11/24 10:48 AM IST

Grievance Redressal Assessment And Index (GRAI) 2023 Launched

In News
  • Union Minister of State (Independent Charge) Science & Technology Dr Jitendra Singh has launched Grievance Redressal Assessment and Index (GRAI) 2023.
About GRAI
  • Grievance Redressal Assessment and Index (GRAI) was conceptualized and designed by the DARPG, Govt. of India based on the recommendation of Parliamentary Standing Committee of Ministry of Personnel, Public Grievances and Pensions with an objective to present organigation-wise comparative picture and provide valuable insights about strengths and areas of improvement regarding grievance redressal mechanism.
  • The first edition of GRAI 2022 was released on 21 June 2023.
  • 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 11 indicators.
  • To compute the index, data between January and December 2023was used from the Centralised Public Grievance Redressal and Management System (CPGRAMS).
Significance
  • CPGRAMS has become a key tool for enhancing government accountability and transparency by enabling citizens to file and track grievances online.
  • The Commonwealth Secretariat has recognised CPGRAMSas a best practice in Commonwealth Secretaries of Public Service / Secretaries to Cabinet meeting in April 2024.
  • The GRAI 2023 report presents a clear roadmap with an advisory for the Ministries and Departments to leverage CPGRAMS and its features like IGMS 2.0, TreeDashboard, etc., to enhance grievance redressal.
  • The roadmap for improvement emphasizes integrating advanced technologies like AI and ML for data analysis, predictive analytics and preventive measures while revising ATR formats for better reporting.
  • Capacity building for GROs, enhancing accountability through audits and extending CPGRAMS integration to the third-tier of government are key recommendations. 
Source- PIB

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