Context:
The Ministry of Home Affairs has consistently ranked amongst the top 10 ministries in 2023-24 in the grievance redressal assessment index (GRAI), performing well in all 15 specified indicators.
Relevance:
Facts for Prelims
Grievance Redressal Assessment Index
- Conceptualization and Design:
- The Grievance Redressal Assessment Index was conceptualized and designed by the Department of Administrative Reforms and Public Grievances (DARPG), Government of India.
- Objective:
- The primary objective of this index is to offer an organization-wise comparative overview and insights into the strengths and areas requiring improvement regarding the grievance redressal mechanism.
- Dimensions:
- The index is structured around a comprehensive set of dimensions, including Efficiency, Feedback, Domain, and Organizational Commitment, to evaluate the effectiveness of grievance redressal mechanisms.
- Data Source:
- Data utilized for the index is sourced from the Centralized Public Grievance Redressal and Management System (CPGRAMS), a platform established for efficient handling and management of public grievances.
CPGRAMS:
- Online Grievance Redressal Platform: CPGRAMS is an online platform that allows citizens to lodge their grievances related to service delivery to public authorities. It is available 24×7 for citizens to access.
- Connectivity: CPGRAMS serves as a single portal that is connected to all Ministries/Departments of the Government of India as well as the State governments. This enables seamless communication and grievance redressal between citizens and the government.
- Role-Based Access: Each Ministry and State has role-based access to CPGRAMS, allowing them to effectively address and resolve grievances in their respective areas of responsibility.
- Mobile Application: CPGRAMS is also accessible to citizens through a standalone mobile application, making it convenient for individuals to submit their grievances and track the progress of their complaints.
-Source: The Hindu, PIB
