On 18th November 2024, Union Minister of State (MoS) (Independent Charge, IC) Dr. Jitendra Singh, Ministry of Personnel, Public Grievances and Pensions (MoPPG&P) has launched Grievance Redressal Assessment and Index (GRAI) 2023 during the National Workshop on “Effective Redressal of Public Grievances” held at Vigyan Bhawan in New Delhi, Delhi.
- The workshop was organised by the Department of Administrative Reforms and Public Grievances (DARPG), MoPPG&P.
Background:
i.The 1st edition of GRAI 2022 was released on 21st June 2023.
ii.It was conceptualized and designed by the DARPG, GoI based on the recommendation of Parliamentary Standing Committee, MoPPG&P.
iii.It aims to present organisation-wise comparative data and provide valuable insights about strengths and areas of improvement regarding grievance redressal mechanism.
About GRAI 2023:
i.GRAI 2023 has assessed 89 Central Ministries and Departments and ranked them based on a comprehensive index in the dimensions of: efficiency, feedback, domain and organizational commitment and corresponding 11 indicators.
ii.It has used data between January and December 2023 from the Centralised Public Grievance Redressal and Management System (CPGRAMS).
iii.The report presents a framework with an advisory for the Ministries and Departments to leverage CPGRAMS and its features like: IGMS 2.,TreeDashboard, among others to enhance grievance redressal.
Key Findings:
i.The index has categorised these 89 ministries and departments in 3 different groups based on the number of grievances registered in Calendar Year (CY) 2023 at CPGRAMS viz:
- 28 ministries/departments were placed in Group-A (registered grievances of more than 10,000).
- 33 ministries/departments were placed in Group-B (registered grievances between 2,000 to 9,9999).
- 28 ministries/departments were placed in Group-C (registered grievances of less than 2,000).
ii.As per GRAI 2023, Department of Agriculture and Farmers Welfare (DA&FW) under the Ministry of Agriculture & Farmers Welfare (MoA&FW) has overall topped the rankings in Group-A, followed by Department of Posts (DoP) under the Ministry of Communications (MoC), Ministry of Cooperation ranked at 2nd and 3rd position respectively.
iii.The Comptroller & Auditor General of India (C&AGI) has topped the rankings in Group-B, followed by Department of Land Resources, NITI Aayog(National Institution for Transforming India), ranked at 2nd and 3rd position respectively.
- While, The Department of Investment & Public Asset Management (DIAPM) under the Ministry of Finance (MoF) has topped the rankings in Group-C, followed by the Ministry of Development of North Eastern Region (MoDNER), Department of Financial Services (Pension Reforms), ranked at 2nd and 3rd position respectively.
iv.Among 89 ministries/department assessed in the index, 85 showed a positive trend in their GRAI scores in 2023 compared to 2022.
v.The latest index showed that nearly 10% of the ministries/departments achieved over 50% growth in their overall GRAI scores.
- While 28% of them registered the growth of 25%-50% and more than 50% demonstrated incremental growth of up to 25% in their GRAI scores.
Key Highlights:
i.While addressing the event, Union MoS Dr. Jitendra Singh highlighted a significant milestone in public grievance redressal and announced that the average grievance resolution time has reduced from 30 days to just 13 days and will soon be reduced further.
ii.He noted that the CPGRAMS, launched in 2007, has undergone 10-step reforms that have revolutionalised grievance management. These reforms have led to more than 1.16 lakh grievances being registered in October 2024 alone, with pending grievances reduced to 53,897 in central secretariats.
- He further highlighted for 28 consecutive months, central secretariats have resolved over 1lakh grievances per month.
iii.During the event, he announced introduction of advanced technology powered by Artificial Intelligence (AI) and Machine Learning (ML) to further modernize the grievance redressal system. These tools aim to make the grievance redressal process more user-friendly, efficient and ultimately aim to enhance their ease of living.
iv.He also launched the new CPGRAMS mobile app 2.0, designed to streamline the submission of grievances and monitoring for citizens.
About Ministry of Personnel, Public Grievances and Pensions (MoPPG&P):
Union Minister- Prime Minister (PM) Narendra Modi (Constituency- Varanasi, Uttar Pradesh (UP))
Union Minister of State (MoS)- Dr. Jitendra Singh (Constituency- Udhampur, Jammu & Kashmir, J&K)
