Union Minister of State (Independent Charge) for Science & Technology, Earth Sciences, Personnel, Public Grievances, Pensions, Atomic Energy, and Space, Dr. Jitendra Singh, has launched the Grievance Redressal Assessment and Index (GRAI) 2023. The launch event was attended by Shri V. Srinivas, Secretary of the Department of Administrative Reforms and Public Grievances (DARPG), Government of India.
Purpose of GRAI
The Grievance Redressal Assessment and Index (GRAI) was conceptualized by the DARPG based on the recommendations of the Parliamentary Standing Committee of the Ministry of Personnel, Public Grievances, and Pensions. The primary objective of GRAI is to provide a comparative organizational picture and valuable insights into the strengths and weaknesses of the grievance redressal mechanisms in various ministries and departments.
Key Features of GRAI 2023
The GRAI 2023 report ranks 89 central ministries and departments based on a comprehensive index. The rankings are based on four key dimensions:
- Efficiency
- Feedback
- Domain
- Organizational Commitment
Additionally, the index includes 11 specific indicators that help assess these dimensions. Data collected from the Centralized Public Grievance Redressal and Management System (CPGRAMS) between January and December 2023 was used to compute the index.
Root-Cause Analysis and Areas for Improvement
The GRAI 2023 report also includes a detailed Root-Cause Analysis. This analysis presents a two-dimensional view of the causes of effective grievance redressal within each ministry and department. The report utilizes a color-coded system to make the analysis easily understandable. Furthermore, the report outlines areas where further improvements are needed and highlights the technical partners engaged by the DARPG to optimize the use of CPGRAMS for grievance resolution.
CPGRAMS as a Tool for Government Accountability
Over the years, CPGRAMS has become a vital tool for enhancing government transparency and accountability. It allows citizens to file and track grievances online, contributing to the government’s efforts in building trust and improving service delivery. The Commonwealth Secretariat recognized CPGRAMS as a best practice during the Commonwealth Secretaries of Public Service/Secretaries to Cabinet meeting in April 2024.
Recommendations for Improvement
The GRAI 2023 report provides a roadmap for ministries and departments to improve their grievance redressal mechanisms. Key recommendations include:
- Leveraging advanced technologies like Artificial Intelligence (AI) and Machine Learning (ML) for data analysis, predictive analytics, and preventive measures.
- Revising Action Taken Report (ATR) formats for better reporting.
- Capacity building for Grievance Redressal Officers (GROs) to improve their efficiency.
- Accountability enhancements through regular audits.
- Expanding CPGRAMS integration to the third tier of government for more inclusive grievance redressal.
Multiple-Choice Questions (MCQs):
- Who launched the Grievance Redressal Assessment and Index (GRAI) 2023?
- a) Shri V. Srinivas
- b) Dr. Jitendra Singh
- c) The Prime Minister of India
- d) The President of India
- What was the main objective of launching the Grievance Redressal Assessment and Index (GRAI)?
- a) To evaluate the financial performance of ministries
- b) To assess and improve grievance redressal mechanisms in ministries
- c) To monitor government expenditure
- d) To track social media sentiment
- Which of the following dimensions is NOT included in the GRAI assessment?
- a) Efficiency
- b) Feedback
- c) Innovation
- d) Organizational Commitment
- What technology does the GRAI 2023 report recommend integrating to enhance grievance redressal?
- a) Blockchain
- b) Artificial Intelligence (AI) and Machine Learning (ML)
- c) Virtual Reality (VR)
- d) Cryptocurrency
- What system is used to collect data for the GRAI 2023 index?
- a) e-Government Initiative
- b) Centralized Public Grievance Redressal and Management System (CPGRAMS)
- c) National Data Warehouse
- d) Online Citizen Feedback System
- Which organization recognized CPGRAMS as a best practice in April 2024?
- a) United Nations
- b) World Bank
- c) Commonwealth Secretariat
- d) International Labour Organization