Why in News:
The Grievance Redressal Assessment and Index (GRAI) 2022 has been launched.
Important Points:
The GRAI 2022 is an initiative by the Department of Administrative Reforms and Public Grievances (DARPG), Government of India.
About the GRAI 2022:
- The GRAI was conceptualized and designed by the Department of Administrative Reforms and Public Grievances (DARPG) to provide a comparative analysis of grievance redressal mechanisms in different organizations.
- A total of 89 Central Ministries and Departments underwent assessment and were ranked based on a comprehensive index.
- The assessment focused on four dimensions: Efficiency, Feedback, Domain, and Organizational Commitment, which were evaluated using 12 corresponding indicators.
- GRAI’s findings revealed a decline in the time taken to dispose of grievances from 32 days in 2021 to 18 days in 2023.
- Data for computing the index was collected from the Centralised Public Grievance Redressal and Management System (CPGRAMS) between January and December 2022.
About CPGRAMS:
- CPGRAMS is an online platform that enables citizens to submit grievances from anywhere and anytime, 24×7.
- The system generates a unique registration number for tracking grievances.
- It is available in 22 scheduled languages along with English.
- In 2022, the government implemented the 10-step reforms of CPGRAMS, which included Universalization of CPGRAMS 7.0, Technological Enhancements using AI/ML, etc.
- Citizens can access CPGRAMS through a standalone mobile application, making it convenient to submit grievances and track complaint progress.