The Public Grievance Redressal or the PGR is a standardized solution offering on the DIGIT platform to register and redress citizen grievances. It provides a transparent and trackable mechanism to solve public grievances by inducing responsive administration. PGR enables the citizens to file complaints using various channels and helps the municipal employees to resolve them timely.

Key Features

• Citizens can lodge complaints, track, reopen and rate complaints through the web portal or the mobile application.

• ULB employees too can use the web or mobile interface to comment, forward, assign, verify, share, and resolve citizen complaints.

User Roles

Refer to the table below to understand the different user roles and the scope of action linked to each role. The manual provides a detailed description of how to use the system for each role.

Using PGR

This section guides you through the details of using the PGR module for each role. Click on the relevant role below to learn more about how to use the PGR system.

• Citizens

• CSR

• GRO

• FME

Citizens represent individuals or communities who are the system end-users. The PGR module provides the citizens with the scope to file their complaints or grievances to initiate necessary action.

The Citizen role can -

• File complaints

• Track complaints

• Rate complaints

• Reopen complaints

File Complaints

The File Complaints option allows citizens to register their complaints.

To file complaints navigate to Complaints Home page. Click on the File Complaints tab on the screen. This will open the complaint form page. Select the relevant Complaint Type and the subtype from the drop-down list of options. Refer to the list of complaint types available in PGR.

The system will display the Complaint Registered Successfully message along with the Complaint No. Click on the Continue button. Your complaint details are available on the dashboard.

My Complaints

My Complaints tab enables citizens to track the status of their complaints.

To view or track complaints click on My Complaints tab. The system will display all complaints filed by you or from your account and the corresponding status. Click on the Open button corresponding to any complaint to view the complaint details.

The complaint summary view contains the Complaint Details, Complaint Timeline, and Comments text box. The complaint timeline indicates the action taken on the complaint and the current or pending action status of the complaint.

Enter any additional information about the complaint in the Comments section.

Rate Complaints

The PGR module enables the citizens to give their feedback on resolved complaints.

To rate resolved complaints navigate to the Complaints menu option in the sidebar. Click on the My Complaints tab. Scroll down to the complaint you want to rate. You can rate only complaints marked as Closed. Scroll down to the Complaint Timeline section.

Click on the Rate button on the timeline.

Click on the number of stars on the screen to rate the work on the complaint on five. Click on the most appropriate feedback statement to rate the work. Add any additional information in the Comments section. Click on the Submit button.

The system displays an acknowledgement for your ratings. Click on the Go To Home button to navigate back to the home page.

Reopen Complaints

To reopen the complaint navigate to Complaints > My Complaints menu option in the sidebar. Click on the closed complaint that you want to reopen. Scroll down to the Complaint Timeline section. Click on the Re-Open button on the timeline.

Select the appropriate reason for reopening the complaint. Click on the camera icon to upload any photos related to the complaint. Enter any additional information in the Comments section. Click on the Continue button once done. The system displays an acknowledgement message stating the complaint is reopened. Click on the Go To Home button to navigate back to the home page.

CSR

Complaints can also be registered by ULB counter employees on behalf of the citizen.

The CSR or counter employees can perform the following actions on PGR -

1. File Complaints

2. Search or Track Complaints

3. Reopen Complaints

File Complaints

To file complaints on behalf of the citizen navigate to the Home page and click on the Complaints card. Else, click on the Complaints menu option in the sidebar. Click on the File Complaint tab on the screen. This will open the complaint form page.

Enter the Citizen Name. and the Citizen Mobile No. Select the relevant Complaint Type and the subtype from the drop-down list of options. Refer to the list of complaint types available in PGR. Enter any additional information in the Complaint Additional Details field. The City field will display the city specified in your profile by default. You can change the city if required. Choose the applicable Locality/Mohalla from the drop-down list. Enter the House No. and Street Name. Enter any Landmark to identify the exact location for the listed complaint.

Click on File Complaint button once you have finished filling in all the details. The system will display the Complaint Registered Successfully message along with the Complaint No.

Click on the Continue button. Your complaint details are available on the dashboard. Click on the complaint to view the complaint details.

Search Complaints

Employees can search for specific complaints using the registered mobile number of citizens or by entering the last few digits of the complaint number.

To search complaints navigate to Complaints Home page. Enter Citizen Mobile No. Or, enter the last 6 digits of the Complaint No.

Click on the Search button. The system will retrieve and display the matching records. Click on the Clear Search button to initiate a fresh search.

Reopen Complaints

To reopen the complaints navigate to Complaints > My Complaints menu option in the sidebar. Click on the closed complaint that you want to reopen. Scroll down to the Complaint Timeline section. Click on the Re-Open button on the timeline.

Select the appropriate reason for reopening the complaint. Click on the camera icon to upload any photos related to the complaint. Enter any additional information in the Comments section. Click on the Continue button once done.

The system displays an acknowledgement message stating the complaint is reopened. Click on the Go To Home button to navigate back to the home page.

GRO

The Grievance Routing Officer or GRO manages the complaints queue. The role ensures the complaints are routed to the appropriate employees for prompt action.

GROs can

1. Assign complaints

2. Re-Assign complaints

3. Share complaints

4. Reject complaints

5. Call citizens

6. Comment on complaints

Assign Complaints

Grievances filed by citizens are assigned to specific employees who are responsible for acting on and resolving the complaints.

To assign complaints, navigate to the Home page and click on the Complaints card. Or, navigate to Complaints > Open Complaints. The GRO Complaint page contains two tabs - Unassigned and Assigned complaints.

Click on the Unassigned tab. The list of unassigned complaints is available on the screen. Click on the Complaint you want to assign. This will open the Complaint Summary page.

Click on the Assign button available in the bottom right corner of the screen. This will display the list of employees. Select an employee.

Click on the Assign button.

The complaint is assigned to the selected employee.

Re-Assign Complaints

Assigned complaints can be re-assigned by the GRO depending on the situation and requirements.

To re-assign complaints navigate to the Home page and click on the Complaints card. Click on the Assigned tab. Click on the complaint you want to re-assign. Click on the Re-Assign button available on the bottom right corner of the screen. Select the employee to whom the complaint should be assigned. Click on the Assign button.

The Complaint is re-assigned to the selected employee.

Share Complaints

GROs can share complaints with other department users based on the requirements.

To share complaints click on the complaint you want to share.

Click on the share icon in blue on the top right corner of the screen.

Select the appropriate channel. The system will redirect you to the selected channel interface. Select the person or list of people for sharing. Click on the Send button.

The complaint is shared with the selected recipients.

Reject Complaints

In certain cases, the GRO might reject registered complaints. This usually happens when the complaint is beyond the operational scope of the department or the complaint is invalid.

To reject complaints navigate to the Home page and click on the Complaints card. Click on the relevant Complaint. This will open the Complaint Summary page. Click on the Reject button available in the bottom right corner of the screen. Select the appropriate Reason to Reject.

Add any additional information in the Comments space. Click on the Submit button. The complaint is rejected.

FME

First Mile Employees or FMEs are responsible for acting on citizen complaints.

FMEs can -

1. Request Re-Assign

2. Mark Resolved

3. Call citizens

4. Comment on complaints

5. Search complaints

6. Share complaints

Request Re-Assign

FMEs work on the assigned complaints. In some cases, the FMEs may request complaints to be reassigned to some other employee.

To request reassign navigate to the Complaints menu option in the sidebar. Click on Open Complaints. Search for a specific complaint using the Citizen Mobile No. or inputting the last 6 digits of the Complaint No.

Else, click on the relevant complaint from the list of open complaints. Click on the Request Re-Assign button available in the bottom right corner of the screen.

Select a specific reason for requesting a re-assign.

Enter any additional information in the Comments section. Click on the Request Re-Assign button.

Resolve Complaints

Once the complaints are actioned on the FME marks the issue resolved. The complaint is closed subsequently.

To mark the complaint resolved, navigate to the Complaints menu option in the sidebar. Click on Open Complaints. Search for a specific complaint using the Citizen Mobile No. or inputting the last 6 digits of the Complaint No.

Else, click on the relevant complaint from the list of open complaints. **Click on the Mark Resolved** button available in the bottom right corner of the screen.

Click on the camera icon to upload photos as evidence that the issue has been resolved.

Enter any additional information related to the issue resolution in the Comments section. Click on the Mark Resolved button.

The system will display an acknowledgement message. Click on the Go To Home button to navigate back to the home page.

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