TAG: GS-3: SCIENCE AND TECHNOLOGY
CONTEXT: Recently, the union Minister of State (Independent Charge) Science & Technology has launched Grievance Redressal Assessment and Index (GRAI) 2023.
EXPLANATION:
About Grievance Redressal Assessment and Index (GRAI):
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- It was conceptualized and designed by the DARPG, Govt. of India, based on the recommendation of the Parliamentary Standing Committee of the Ministry of Personnel, Public Grievances and Pensions. The first edition of GRAI 2022 was released on 21 June 2023.
- It aims to present organization-wise comparative pictures and provide valuable insights about strengths and areas of improvement regarding grievance redressal mechanisms.
- 89 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, with corresponding 11 indicators.
Grouped based on grievance volume:
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- Group A: >10,000 grievances (28 Ministries/Departments).
- Group B: 2,000–9,999 grievances (33 Ministries/Departments).
- Group C: <2,000 grievances (28 Ministries/Departments).
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- Indicators: 11 indicators across the dimensions to evaluate performance.
Criteria:
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- To compute the index, data between January and December 2023 was used from the Centralised Public Grievance Redressal and Management System (CPGRAMS).
Growth Trends:
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- 85 out of 89 Ministries/Departments improved scores over 2022.
- 57% exhibited incremental growth up to 25%.
- Department of Agriculture and Farmers Welfare, the Comptroller & Auditor General of India and Department of Investment & Public Asset Management have topped the rankings in Groups A, B and C, respectively.
- This report presents a two-dimensional (vertical and horizontal) analysis of the root causes of effective redressal of grievances of each ministry and Department in an easily discernible colour-coded analysis.
- The report also presents a 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.
- This report presents a clear roadmap with an advisory for the Ministries and Departments to leverage CPGRAMS and its features like IGMS 2.0, Tree Dashboard, 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.
What are CPGRAMS?
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- It is an online platform available to the citizens 24×7 to lodge their grievances to the public authorities on any subject related to service delivery. It is a single portal connected to all the Ministries/Departments of Government of India and States.
Source:
https://pib.gov.in/PressReleasePage.aspx?PRID=2074321
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