Grievance Redressal Assessment and Index
Why in News?
The Grievance Redressal Assessment and Index (GRAI) is in the news because the Department of Administrative Reforms and Public Grievances (DARPG) recently released the GRAI 2026 rankings for the month of March, highlighting significant improvements in the speed and quality of public grievance resolution.
Key Features and Dimensions
The index evaluates organisations based on four key dimensions and 11 indicators:
- Efficiency: Measures timeliness and speed of disposal.
- Feedback: Includes citizen satisfaction scores collected through call centres.
- Domain: Focuses on the accuracy and quality of the resolution provided.
- Organisational Commitment: Evaluates the internal priority and resources dedicated to grievance handling.
Essential Information
- Developed By: The Department of Administrative Reforms and Public Grievances (DARPG).
- Data Source: It uses data from the Centralized Public Grievance Redress and Monitoring System (CPGRAMS), an online 24/7 portal for citizens.
- Grouping System: Ministries are grouped by the volume of grievances they receive to ensure fair comparison (Group A for \ (\ge \) 500 grievances).
- Goal: To foster a competitive spirit among departments and identify "root causes" for delays using color-coded analytical reports.
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