Project Info
- Year of Completion : 2024
- User Department : Department of Administrative Reforms and Public Grievances
Description
The Grievance Redressal Assessment and Index (GRAI) is an initiative by the Department of Administrative Reforms and Public Grievances (DARPG), Govt. of India, to evaluate and rank Ministries and Departments based on their efficiency in handling public grievances. Centre for Good Governance (CGG), Hyderabad is the knowledge partner for DARPG, Govt. of India in this initiative. The index serves as a performance measurement tool to ensure accountability and continuous improvement in grievance redressal mechanisms. The assessment considers factors such as the time taken to resolve complaints, the quality of resolution, citizen satisfaction, etc.
The index is based on a structured methodology that includes data analysis from the Centralized Public Grievance Redress and Monitoring System (CPGRAMS), ensuring objectivity in evaluation. By recognizing top-performing entities and identifying areas for improvement, GRAI helps refine grievance redressal policies and enhances citizen engagement. Over time, this initiative contributes to strengthening trust in public institutions, ensuring that citizens receive timely and satisfactory resolutions to their concerns.