About Grievance Redressal Assessment and Index (GRAI) 2022:
- It was conceptualised and designed by the Department of Administrative Reforms and Public Grievances (DARPG), Govt. of India.
- Objective: To present an organisation-wise comparative picture and provide valuable insights about strengths and areas of improvement regarding the grievance redressal mechanism.
- 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.
- To compute the index, data between January and December 2022 was used from the Centralised Public Grievance Redressal and Management System (CPGRAMS).
Key facts about CPGRAMS
- It is an online platform available to the citizens 24x7 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.
- Every Ministry and State have role-based access to this system.
- It is also accessible to the citizens through a standalone mobile application.
