Grievance Redressal Assessment Index

GRIEVANCE REDRESSAL ASSESSMENT INDEX

What is GRAI?

• The Grievance Redressal Assessment and Index (GRAI) is a system designed to measure how well different government ministries and departments handle public complaints and grievances.
• The 2023 GRAI was launched by Jitendra Singh, India’s Union Minister of State for various departments.
• This index aims to help the government understand where they are doing well in resolving complaints and where they need to improve.

Purpose of GRAI:

• The main goal of GRAI is to give a comparative picture of how different ministries and departments handle grievances.
• It is meant to highlight strengths and show areas where improvements are needed in the grievance redressal process.

Structure of GRAI:

• The GRAI 2023 measures the grievance handling system based on four main areas (called “dimensions”) and 11 indicators:

1. Efficiency – How quickly and effectively grievances are handled.
2. Feedback – The quality and usefulness of feedback provided to complainants.
3. Domain – The specific areas of grievance handling, such as policy and legal matters.
4. Organizational Commitment – The level of commitment by the ministry or department to resolving grievances.

• The 2023 report used data from January to December 2023, collected through CPGRAMS, which is the Centralized Public Grievance Redress and Management System.

GROUPS BASED ON NO. OF GRIEVANCES

• Ministries and departments were divided into three groups based on the number of complaints they received:

SPECIAL FEATURES OF GRAI REPORT

• The report includes a Root-Cause Analysis, which looks at why certain departments are better or worse at resolving grievances.
• It also gives advice for improvement, including using technology like Artificial Intelligence (AI) and Machine Learning (ML) to predict and solve problems before they happen.
• The report suggests better training for grievance officers and more audits to make sure things improve.

CPGRAMS & ITS IMPORTANCE

• CPGRAMS is a key tool that allows people to file complaints online and track their progress.
• It has become an important part of the government’s effort to be more transparent and accountable.
• The Commonwealth Secretariat has even recognized CPGRAMS as a best practice for other countries to follow.

FUTURE RECOMMENDATIONS

The GRAI 2023 report also provides a roadmap for future improvements, including:

• Using advanced technologies (like AI and ML) to improve grievance management.
• Integrating CPGRAMS into more levels of government to improve grievance redressal nationwide.
• Ensuring better reporting of the status of grievances and giving regular updates.

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