Project Info
- Year of Completion : 2024
- User Department : DARPG
Description
The Grievance Redressal Assessment and Index (GRAI) is a monthly ranking initiative by the Department of Administrative Reforms and Public Grievances (DARPG), Government of India, to evaluate and monitor the efficiency of ministries, departments, and states in handling public grievances. CGG, Hyderabad provides knowledge support for this initiative by adopting the same model, indicators and methodology by calculating the ranks on a monthly basis.
By assessing key parameters such as resolution time, quality of disposal, citizen satisfaction, and the integration of technology, GRAI provides a real-time measure of grievance redressal performance. This monthly ranking ensures continuous monitoring at the national level, enabling timely interventions to enhance public service delivery. The findings from GRAI are compiled into monthly reports, which are submitted to the Prime Minister’s Office (PMO) for high-level review and policy guidance, reinforcing the government’s commitment to responsive governance.