Union Minister : Index Is Based On Four Dimensions And 11 Indicators Assessing Grievance Redressal Mechanism Adopted By The Central Ministries And Departments
- Department Of Agriculture And Farmers Welfare Topped The Ranking Followed By Department Of Posting Group A
- In Group B, O/O the Comptroller & Auditor General Of India Topped The Ranking Closely Followed By The Department Of Land Resources
- Department Of Investment & Public Asset Management And Ministry Of Development Of North Eastern Region Secured First And Second Positions Respectively In Group C
- Out Of 89 Ministries And Departments, 85 Demonstrated A Positive Trend In Their Grai Scores In 2023 Over 2022. Approximately 10% Of The Ministries/Departments Achieved Over 50% Growth In Their Overall Grai Scores, While 28% Recorded 25-50% Growth. A Majority, 57%, Exhibited Incremental Growth Of Up To 25% In Their Scores
Union Minister of State (Independent Charge) Science & Technology; Minister of State (Independent Charge) Earth Sciences; MoS PMO, Personnel, Public Grievances, Pensions, Atomic Energy and Space, Dr Jitendra Singh has launched Grievance Redressal Assessment and Index (GRAI) 2023 in the presence of Shri V. Srinivas, Secretary, Department of Administrative Reforms and Public Grievances (DARPG), Govt. of India.
Grievance Redressal Assessment and Index (GRAI) was conceptualized and designed by the DARPG, Govt. of India based on the recommendation of Parliamentary Standing Committee of Ministry of Personnel, Public Grievances and Pensions with an objective to present organigation-wise comparative picture and provide valuable insights about strengths and areas of improvement regarding grievance redressal mechanism. The first edition of GRAI 2022 was released on 21 June 2023.
Eighty-nine Central Ministries and Departments were assessed and ranked based on a comprehensive index in the dimensions of (1) Efficiency, (2) Feedback, (3) Domain and (4) Organisational Commitment and corresponding 11 indicators. To compute the index, data between January and December 2023was used from the Centralised Public Grievance Redressal and Management System (CPGRAMS).
As part of GRAI, Ministries and Departments are grouped in three groups based on the number of grievances registered in calendar year 2023 at CPGRAMS viz.
| Groups | Registered Grievance Range | No. of Ministries/Departments |
| A | registered grievances > 10,000 | 28 |
| B | registered grievances 2,000 to 9,999 | 33 |
| C | registered grievances < 2,000 | 28 |
Department of Agriculture and Farmers Welfare, O/o the Comptroller & Auditor General of India and Department of Investment & Public Asset Management have topped the rankings in Group A, B and C respectively. A detailed list with top three Ministries and Departments in composite and dimension-wise ranking is as follows:
| # | Rank 1 | Rank 2 | Rank 3 | |
| Group A:
Grievances > 10,000 |
Composite | Department of Agriculture and Farmers Welfare | Department of Posts | Ministry of Cooperation |
| Efficiency | Ministry of Cooperation | Department of Telecommunications | Ministry of Labour and Employment | |
| Feedback | Department of Agriculture and Farmers Welfare | Central Board of Direct Taxes (Income Tax) | Department of Defence | |
| Domain | Unique Identification Authority of India | Ministry of Home Affairs | Ministry of Cooperation | |
| Organisational Commitment | Department of Posts | Department of Telecommunications | Ministry of Corporate Affairs | |
| Group B:
Grievances 2,000 – 9,999 |
Composite | O/o the Comptroller & Auditor General of India | Department of Land Resources | NITI Aayog |
| Efficiency | Department of Legal Affairs | Department of Land Resources | NITI Aayog | |
| Feedback | O/o the Comptroller & Auditor General of India | Department of Expenditure | Department of Financial Services (Pension Reforms) | |
| Domain | Department of Land Resources | Ministry of Parliamentary Affairs | Ministry of Drinking Water and Sanitation | |
| Organisational Commitment | Department of Empowerment of Persons with Disabilities | Department of Land Resources | Ministry of Ayush | |
| Group C:
Grievances < 2,000 |
Composite | Department of Investment & Public Asset Management | Ministry of Development of North Eastern Region | Department of Pharmaceuticals |
| Efficiency | Department of Investment & Public Asset Management | Ministry of Development of North Eastern Region | Ministry of Mines | |
| Feedback | Department of Pharmaceuticals | Department of Public Enterprises | Department of Investment & Public Asset Management | |
| Domain | Ministry of Development of North Eastern Region | Department of Youth Affairs | Department of Bio Technology | |
| Organisational Commitment | Department of Official Language | Department of Chemicals and Petrochemicals | Legislative Department | |
In the GRAI 2023report released by DARPG, detailed Root-Cause Analysis has been included with specific inputs on areas of further improvement. This report presents a two-dimensional (vertical and horizontal) analysis of the root causes of effective redressal of grievances of each Ministries and Departments in an easily discernible colour coded analysis. The report also presents brief description of technical partners DARPG has engaged to facilitate the Ministries and Departments to optimally utilize CPGRAMS as a means of effective grievance redressal media.
Over the years, CPGRAMS has become a key tool for enhancing government accountability and transparency by enabling citizens to file and track grievances online. The Commonwealth Secretariat has recognised CPGRAMSas a best practice in Commonwealth Secretaries of Public Service / Secretaries to Cabinet meeting in April 2024.
The GRAI 2023 report presents a clear roadmap with an advisory for the Ministries and Departments to leverage CPGRAMS and its features like IGMS 2.0, TreeDashboard, etc., to enhance grievance redressal. The roadmap for improvement emphasizes integrating advanced technologies like AI and ML for data analysis, predictive analytics and preventive measures while revising ATR formats for better reporting. Capacity building for GROs, enhancing accountability through audits and extending CPGRAMS integration to the third-tier of government are key recommendations.