Why in the News
According to the Department of Administrative Reforms and Public Grievances (DARPG), the Department of Financial Services’ Insurance Division topped the Grievance Redressal Assessment and Index (GRAI) rankings in the Group A category for March 2026.
About Grievance Redressal Assessment and Index (GRAI)
- The Grievance Redressal Assessment and Index (GRAI) is an evaluation framework developed by Department of Administrative Reforms and Public Grievances to assess the performance of Ministries and Departments in handling public grievances.
- The first edition, GRAI 2022, was released on 21 June 2023.
Objective
- To measure the effectiveness and efficiency of grievance redressal mechanisms.
- To improve accountability and citizen-centric governance.
- To evaluate how quickly and effectively ministries resolve grievances through the CPGRAMS platform.
Four Major Dimensions
- Efficiency
- Feedback
- Domain
- Organisational Commitment
- These dimensions are measured using 11 indicators.
Significance of GRAI
- Encourages timely disposal of grievances.
- Promotes transparency in administration.
- Improves public service delivery.
- Creates competition among departments for better governance standards.
- Strengthens citizen trust in government institutions.
Centralized Public Grievance Redress and Monitoring System (CPGRAMS)
- CPGRAMS is an online grievance redressal platform that allows citizens to lodge complaints regarding public service delivery.
- It is Available 24×7
- A single integrated portal linked with Central Ministries, Departments, and States
- Developed and monitored by: Department of Administrative Reforms and Public Grievances under the Ministry of Personnel, Public Grievances and Pensions.
| [2021] With reference to the Union Government, consider the following statements: 1. N. Gopalaswamy Iyengar Committee suggested that a minister and a secretary be designated solely for pursuing the subject of administrative reform and promoting it. 2. In 1970, the Department of Personnel was constituted on the recommendation of the Administrative Reforms Commission, 1966, and this was placed under the Prime Minister’s charge. Which of the statements given above is/are correct? [A] 1 only [B] 2 only [C] Both 1 and 2 [D] Neither 1 nor 2 |
