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%

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.

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.

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