In News:

• It was launched by Dr. Jitendra Singh, the Union Minister of State for Science & Technology, Earth Sciences, PMO, Personnel, Public Grievances, Pensions, Atomic Energy, and Space, along with Shri V. Srinivas, the Secretary of the Department of Administrative Reforms and Public Grievances (DARPG).
• This initiative, conceptualized by DARPG, aims to evaluate and rank central Ministries and Departments based on their grievance redressal mechanisms.

Key Aspects of GRAI 2023:

• Objective: GRAI 2023 was designed to provide a comparative assessment of Ministries and Departments based on their grievance redressal systems. It was created based on recommendations from the Parliamentary Standing Committee of the Ministry of Personnel, Public Grievances, and Pensions.
• Assessment Method: The index evaluates 89 Central Ministries and Departments across four dimensions:efficiency, feedback, domain&organisational Commitment
  • It is calculated using data from the Centralised Public Grievance Redressal and Management System (CPGRAMS) from January to December 2023. Ministries are grouped into three categories based on the number of grievances received in 2023:
    • Group A: Ministries/Departments with more than 10,000 grievances (28 Ministries/Departments)
    • Group B: Ministries/Departments with 2,000 to 9,999 grievances (33 Ministries/Departments)
    • Group C: Ministries/Departments with fewer than 2,000 grievances (28 Ministries/Departments)
  • Top Performers:
    • Group A: The Department of Agriculture and Farmers Welfare topped the rankings.
    • Group B: The Office of the Comptroller & Auditor General of India led.
    • Group C: The Department of Investment & Public Asset Management ranked first.

927945. Analysis: GRAI 2023 includes an in-depth analysis of the root causes of effective grievance redressal for each Ministry/Department, presented in a color-coded, easily understandable format.

1828154726001450500. Advancements: The report outlines a roadmap for improving grievance redressal, emphasizing:
                     • Utilization of advanced technologies such as AI and Machine Learning (ML) for predictive analytics and data analysis.
                     • The introduction of features like IGMS 2.0 and TreeDashboard within CPGRAMS.
                     • Improved training for Grievance Redressal Officers (GROs) and more rigorous audits to increase accountability.
                     • Expansion of CPGRAMS integration to local governments, enhancing the grievance redressal system across all levels of governance.

Commonwealth Secretariat recognized CPGRAMS as a best practice in grievance redressal at its meeting in April 2024.