Grievance Redressal Assessment Index
18.03.2024
Grievance Redressal Assessment Index
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For Prelims:About Grievance Redressal Assessment Index,Key facts about CPGRAMS |
Why in the news?
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.
About Grievance Redressal Assessment Index:
- It was conceptualized and designed by the Department of Administrative Reforms and Public Grievances (DARPG), Government 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.
- It is based on a comprehensive index in the dimensions of Efficiency, Feedback, Domain and Organizational Commitment. It uses data 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 Government of India and States.
- The status of the grievance filed in CPGRAMS can be tracked with the unique registration ID provided at the time of registration of the complainant.
- It also provides an appeal facility to the citizens if they are not satisfied with the resolution by the Grievance Officer.
Source: Indian Express