Home   »   Daily Current Affairs   »   Grievance Redressal

Grievance Redressal Index

 

Grievance Redressal Index: About

  • The Grievance Redressal Index has been published by the Department of Administrative Reforms and Public Grievances (DARPG).
  • UIDAI has emerged out as the top performer in resolving the cases received through the Centralized Public Grievance Redress and Monitoring System (CPGRAMS).
  • Dimensions of index:
    • Timely Disposal of Grievance Redressal:
      • Percentage of Grievances Disposed within 45 Days: 30%
      • Percentage of Grievances pending for more than 45 Days: 10%
    • Quality Disposal of Grievance Redressal:
      • Percentage of Grievances Redressal (closed) and received Feedback as Excellent & Very Good: 30%
      • Percentage of Grievances Redressal (closed) and received Feedback as Average & Poor: 20%
      • Percentage of Appeals Filed (on closed grievances): 10%

 

Grievance Redressal
Grievance Redressal

 

Reasons Why UIDAI Topped the Index

Unique Identification Authority of India (UIDAI):

  • UIDAI is a statutory authority under the Ministry of Electronics and Information Technology.
  • It was set up under the Aadhaar (Targeted Delivery of Financial and Other Subsidies, Benefits and Services) Act, 2016.
  • Mandate: The UIDAI is tasked to assign a 12-digit unique identification (UID) number (Aadhaar) to all Indian residents.
  • It is also responsible for safeguarding the Aadhaar biometric data of individuals.
  • UIDAI has been able to resolve around 92% of Grievances within 7 days.
  • It has addressed grievances through UIDAI HQ Divisions, Technology Centre, Regional Offices, and engaged Contact Centre partners.
  • Future plans:
  • CRM solution: UIDAI will be strengthening its Grievance Redressal Mechanism by launching a State-of-the-art Open Source Customer Relationship Management (CRM) solution.
    • The CRM system has been designed with advanced features that shall improve UIDAI service delivery to residents.
  • New features: Features such as Phone Call, Chatbot, Email, Web Portal, Social Media, Letter and Walk-in will be added through which the grievances can be lodged.

 

UIDAI
UIDAI

 

Centralized Public Grievances Redressal and Monitoring System (CPGRAMS):

  • CPGRAMS is a web-based application that allows ministries or departments to receive, forward and monitor Grievances Redressal.
  • It has been developed by National Informatics Centre (NIC) in association with Directorate of Public Grievances (DPG) and Department of Administrative Reforms and Public Grievances (DARPG).
  • Issues beyond its jurisdiction:
    • Subjudice cases concerning judgment given by any court
    • Family and personal disputes
    • Matters associated with RTI
    • Issues that impact territorial integrity of the country or friendly relations with other countries
    • Suggestions
  • Significance:
    • The system allows online access to all citizens including those in Armed Forces personnel to report their grievances.
    • Ministries can monitor the Grievances Redressal raised by citizens and ensure their time-bound redressal.

 

Sharing is caring!

Download your free content now!

Congratulations!

We have received your details!

We'll share General Studies Study Material on your E-mail Id.

Download your free content now!

We have already received your details!

We'll share General Studies Study Material on your E-mail Id.

Incorrect details? Fill the form again here

General Studies PDF

Thank You, Your details have been submitted we will get back to you.

Leave a comment

Your email address will not be published.