The Ministry of Home Affairs (MHA), under the leadership of Prime Minister Narendra Modi and Home Minister Amit Shah, has demonstrated a strong commitment to addressing public concerns efficiently. This commitment is evident in their exceptional performance on the Centralized Public Grievance Redressal and Monitoring System (CPGRAMS) during the 2023-24 period.
MHA has consistently ranked among the top 10 ministries in the Grievance Redressal Assessment Index (GRAI) for 2023-24. This achievement reflects their success in meeting all 15 stipulated performance indicators. This signifies a well-rounded approach to grievance redressal, ensuring all aspects are addressed effectively.
The Ministry has set a new standard for responsiveness. During 2023-24, MHA tackled an impressive 48,837 public grievances. Notably, the average redressal time was a mere 8 days, significantly exceeding the standard of 30 days. This swift resolution highlights MHA’s dedication to providing timely solutions to citizen concerns.
MHA’s efforts have demonstrably translated into citizen satisfaction. A commendable 40% of citizens expressed satisfaction with the grievance redressal process handled by the Ministry. This indicates a high level of trust and confidence in MHA’s ability to effectively address their issues.
Furthermore, only 10% of grievances filed with MHA resulted in appeals. This exceptionally low appeal rate signifies that the initial resolutions provided by MHA were satisfactory for a vast majority of citizens. This minimizes unnecessary escalations and ensures a streamlined grievance redressal process.
The Department of Administrative Reforms and Public Grievances (DARPG) has recognized MHA’s performance as a benchmark for other ministries and departments. This recognition underscores the effectiveness of MHA’s approach and its potential to serve as a model for improved grievance redressal across the government.
