DIGIT-Public Grievance Redressal (PGR) is a self-serve web and mobile-based, easy-to-use and configurable product for submission of grievances by the citizens from anywhere, anytime. For the speedy and efficient resolution of civic related complaints, DIGIT-PGR enables the citizens to report the issues in real-time and enables municipal employees with easy identification of the issues and helps them to initiate corrective actions, without any delay.

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About PGR

DIGIT-Public Grievance & Redressal (PGR) is a web and mobile-enabled system designed to register and resolve public grievances. The seamless interface enables citizens to submit their grievances anytime and from anywhere. The complaints are routed to the concerned municipal departments and employees who work towards resolving the issues within a specified time limit. This digitized and easily configurable platform facilitates speedy and efficient resolution of civic complaints while providing the local urban bodies with an intuitive system that categorizes issues and helps them to initiate corrective actions, without any delay.

Key Features

• Efficient public grievance redressal mechanism

• Simple user registration and login system

• Simplified complaint and sub complaint selection options

• GIS location mapping

• Easy complaint status tracking options

• Interactive dashboards

• Auto-escalations and SLAs

Section Overview

This section contains all docs and information required to understand the PGR module, its key features, functional scope, and configuration details. Click on the links below to learn more about deploying, configuring, customizing, and using the PGR module.

• Functional Specifications

• PGR Roadmap

• PGR User Manual

• Product Brochure

• PGR Workflows

• Master Data Configuration Template

• PGR Service Configuration

• Implementation Handbook

• Demo Script

Contact Us

Reach out to us through any of the below-mentioned contact channels for any assistance or additional information on PGR module deployment.

Workflow Overview

Workflows are a series of steps that moves a process from one state to another state by actions performed by different kinds of Actors - Humans, Machines, Time based events etc. to achieve a goal like onboarding an employee, or approve an application or grant a resource etc.

PGR Workflow Requirement

The workflow services contribute to adding a flexible and dynamic approach to using the modules in the long run. PGR workflows cater to the evolving requirements as we introduce new features in PGR like escalation and routing. These features are also useful in other modules like Trade License and Fire NoC.

Intended Audience & Objectives

This document is meant for the Tech team to understand the requirement of workflows in PGR. And to come at a conclusion whether it is possible to fulfil the requirement of workflow through workflow service available at eGov.

Workflow Specifics

1. Role-Action Mapping:

   1. Citizen- Submit a complaint, Re-open complaint, Rate (not a workflow feature)

   2. CSR- Submit a complaint, Re-open complaint

   3. GRO- Reject Complaint, Assign complaint

   4. LME- Request for Re-assign, Resolve complain

2. Actions and their Meaning

1. Workflow:

*Green color shows the ideal process for workflow

1. Configuration:

Impacts

1. Employee Inbox UI: Web and Mobile

2. SLA: configuration at ULB level

Other Features and Functionalities in PGR

All other features and functionalities should remain unaffected like complaint types, uploading a photo, capturing address, UI for the citizen, search complaint, complaint history, comments etc.

Overview

Public Grievances & Redressal (PGR) is a system that enables citizens to raise a complaint with the ULBs. A citizen can track the complaint, upload image related to the complaint, re-open the complaint if he/she is not satisfied and rate the service. This document contains the details about how to setup PGR service and describes the functionalities it provides

Pre-requisites

Before you proceed with the configuration, make sure the following pre-requisites are met -

• Java 8

• Kafka server is up and running

• egov-persister service is running and has pgr-services persister config path added in it

• PSQL server is running and database is created to store complaint data

• (Optional) Indexer config for pgr-services is added in egov-indexer yaml paths to index the generated data. Index is required for data visualisation in Kibana or in DSS.

• (Optional) Report config for pgr-services is added in Report service config paths. Required if reports are to be provided to the user.

• Following services should be up and running:

  • egov-user

  • egov-workflow-v2

  • egov-perister

  • egov-localization

  • egov-notification-sms

  • egov-mdms

  • egov-idgen

  • egov-url-shortening

  • egov-hrms

Key Functionalities

• A citizen can file, track and rate the complaint

• A citizen can add image and comments related to the complaint

• A citizen can re-open the complaint in a certain given period of time after resolution

• ULB can setup the complaint workflow according to their requirements and staff capacity

• ULB can track the SLA for resolving each complaint and can use it as a metric to streamline the process for resolving complaints

• Department wise assignment of the complaint to the LME

Deployment Details

1. Deploy the latest version of pgr-services

2. Add pgr-service-persister.yml file in config folder in git and add that path in persister. (The file path is to be added in environment yaml file in param called persist-yml-path )

3. If any Report Config is created, the config should be added to the config folder in git and that path should be added in Report service. (The file path is to be added in a file called “reportFileLocationsv1.txt” in Config folder)

4. If index is to be created add the indexer config path in indexer service. (The file path is to be added in environment yaml file in param called egov-indexer-yaml-repo-path)

Configuration Details

1. Add master data in MDMS service with the module name as RAINMAKER-PGR. Following is some sample master data for the service:

{
  "tenantId": "pb",
  "moduleName": "RAINMAKER-PGR",
  "ServiceDefs": [
    {
      "serviceCode": "NoStreetlight",
      "keywords": "streetlight, light, repair, work, pole, electric, power, repair, damage, fix",
      "department": "Streetlights",
      "slaHours": 336,
      "menuPath": "StreetLights",
      "active": false,
      "order": 1
    },
    {
      "serviceCode": "StreetLightNotWorking",
      "keywords": "streetlight, light, repair, work, pole, electric, power, repair, fix",
      "department": "DEPT_1",
      "slaHours": 336,
      "menuPath": "StreetLights",
      "active": true,
      "order": 2
    },
    {
      "serviceCode": "GarbageNeedsTobeCleared",
      "keywords": "garbage, collect, litter, clean, door, waste, remove, sweeper, sanitation, dump, health, debris, throw",
      "department": "DEPT_25",
      "slaHours": 336,
      "menuPath": "Garbage",
      "active": true,
      "order": 3
    }
  ]
}

Create businessService (workflow configuration) using the __/businessservice/_create. Following is the product configuration for PGR:

{
      "tenantId": "pb",
      "businessService": "PGR",
      "business": "pgr-services",
      "businessServiceSla": 432000000,
      "states": [
        {
          "sla": null,
          "state": null,
          "applicationStatus": null,
          "docUploadRequired": false,
          "isStartState": true,
          "isTerminateState": false,
          "isStateUpdatable": true,
          "actions": [
            {
              "action": "APPLY",
              "nextState": "PENDINGFORASSIGNMENT",
              "roles": [
                "CITIZEN",
                "CSR"
              ]
            }
          ]
        },
        {
          "sla": null,
          "state": "PENDINGFORASSIGNMENT",
          "applicationStatus": "PENDINGFORASSIGNMENT",
          "docUploadRequired": false,
          "isStartState": false,
          "isTerminateState": false,
          "isStateUpdatable": false,
          "actions": [
            {
              "action": "ASSIGN",
              "nextState": "PENDINGATLME",
              "roles": [
                "GRO",
                "DGRO"
              ]
            },
            {
              "action": "REJECT",
              "nextState": "REJECTED",
              "roles": [
                "GRO",
                "DGRO"
              ]
            }
          ]
        },
        {
          "sla": null,
          "state": "PENDINGFORREASSIGNMENT",
          "applicationStatus": "PENDINGFORREASSIGNMENT",
          "docUploadRequired": false,
          "isStartState": false,
          "isTerminateState": false,
          "isStateUpdatable": false,
          "actions": [
            {
              "action": "REASSIGN",
              "nextState": "PENDINGATLME",
              "roles": [
                "GRO",
                "DGRO"
              ]
            },
            {
              "action": "REJECT",
              "nextState": "REJECTED",
              "roles": [
                "GRO",
                "DGRO"
              ]
            }
          ]
        },

        {
          "sla": 259200000,
          "state": "PENDINGATLME",
          "applicationStatus": "PENDINGATLME",
          "docUploadRequired": false,
          "isStartState": false,
          "isTerminateState": false,
          "isStateUpdatable": false,
          "actions": [
            {
              "action": "RESOLVE",
              "nextState": "RESOLVED",
              "roles": [
                "PGR_LME"
              ]
            },
            {
              "action": "REASSIGN",
              "nextState": "PENDINGFORREASSIGNMENT",
              "roles": [
                "PGR_LME"
              ]
            }
          ]
        },
        {
          "sla": null,
          "state": "REJECTED",
          "applicationStatus": "REJECTED",
          "isStateUpdatable": false,
          "docUploadRequired": false,
          "isStartState": false,
          "isTerminateState": true,
          "actions": [
            {
              "action": "REOPEN",
              "nextState": "PENDINGFORASSIGNMENT",
              "roles": [
                "CFC",
                "CSR",
                "CITIZEN"
              ]
            },
            {
              "action": "RATE",
              "nextState": "CLOSEDAFTERREJECTION",
              "roles": [
                "CFC",
                "CITIZEN"
              ]
            }
          ]
        },
        {
          "sla": null,
          "state": "RESOLVED",
          "applicationStatus": "RESOLVED",
          "isStateUpdatable": false,
          "docUploadRequired": false,
          "isStartState": false,
          "isTerminateState": true,
          "actions": [
            {
              "action": "REOPEN",
              "nextState": "PENDINGFORASSIGNMENT",
              "roles": [
                "CFC",
                "CSR",
                "CITIZEN"
              ]
            },
            {
              "action": "RATE",
              "nextState": "CLOSEDAFTERRESOLUTION",
              "roles": [
                "CFC",
                "CITIZEN"
              ]
            }
          ]
        },
        {
          "sla": null,
          "state": "CLOSEDAFTERREJECTION",
          "applicationStatus": "CLOSEDAFTERREJECTION",
          "isStateUpdatable": false,
          "docUploadRequired": false,
          "isStartState": false,
          "isTerminateState": true
        },
        {
          "sla": null,
          "state": "CLOSEDAFTERRESOLUTION",
          "applicationStatus": "CLOSEDAFTERRESOLUTION",
          "isStateUpdatable": false,
          "docUploadRequired": false,
          "isStartState": false,
          "isTerminateState": true
        }
      ]
    }

Using /localization/messages/v1/_upsert , add localisation (templates) for notification messages to be sent. Following are the product notification templates:

{
  "messages": [
       {
            "code": "PGR_APPLY_PENDINGFORASSIGNMENT_SMS_MESSAGE",
            "message": "Dear Citizen, Your complaint for <complaint_type> has been submitted with ID <id> on <date>. You can track your complaint status on the mSeva Punjab mobile App (download here - <download link>) or your local municipal web portal.",
            "module": "rainmaker-pgr",
            "locale": "en_IN"
        },
        {
            "code": "PGR_RESOLVE_RESOLVED_SMS_MESSAGE",
            "message": "Dear Citizen, Your complaint for <complaint_type> with ID <id> submitted on <date> has been resolved by <emp_name>. If you are not satisfied with service you can REOPEN complaint through mSeva Punjab mobile App (download here - <download_link>) or your local municipal web portal or by calling our CSR.",
            "module": "rainmaker-pgr",
            "locale": "en_IN"
        },
        {
            "code": "PGR_REOPEN_PENDINGFORASSIGNMENT_SMS_MESSAGE",
            "message": "Dear Citizen, Your complaint for <complaint_type> with ID <id> submitted on <date> has been RE-OPEN as per your request. You can track your complaint status and connect with our officials on the mSeva Punjab mobile App (download here - <download_link>) or your local municipal web portal.",
            "module": "rainmaker-pgr",
            "locale": "en_IN"
        },
        {
            "code": "PGR_REJECT_REJECTED_SMS_MESSAGE",
            "message": "Dear Citizen, Your complaint for <complaint_type> with ID <id> submitted on <date> has been rejected. Reason for Rejection: <reason>, Additional Comments: <additional_comments> If you wish to re-open the complaint, you can download the mSeva Punjab mobile app (download here - <download_link>) or visit your local municipal website.",
            "module": "rainmaker-pgr",
            "locale": "en_IN"
        },
        {
            "code": "PGR_REASSIGN_PENDINGATLME_SMS_MESSAGE",
            "message": "Dear Citizen, Your complaint for <complaint_type> with ID <id> submitted on <date> has been re-assigned to <reassign_emp_name>, <emp_designation>, <emp_department>. You can track your complaint status and connect with our officials on the mSeva Punjab mobile App (download here - <download_link>) or your local municipal web portal.",
            "module": "rainmaker-pgr",
            "locale": "en_IN"
        }      
    ]
}

Add Role-Action mapping for the APIs in MDMS. Following are the required entries. They should be mapped to both CITIZEN and appropriate employee roles.

{
  {
      "id": {{ID_PLACEHOLDER}},
      "name": "Create PGR Request",
      "url": "/pgr-services/v2/requests/_create",
      "parentModule": "",
      "displayName": "Create PGR Request",
      "orderNumber": 0,
      "enabled": false,
      "serviceCode": "pgr-services",
      "code": "null",
      "path": ""
    },
    {
      "id": {{ID_PLACEHOLDER}},
      "name": "Update PGR Request",
      "url": "/pgr-services/v2/requests/_update",
      "parentModule": "",
      "displayName": "Update PGR Request",
      "orderNumber": 0,
      "enabled": false,
      "serviceCode": "pgr-services",
      "code": "null",
      "path": ""
    },
    {
      "id": {{ID_PLACEHOLDER}},
      "name": "Search PGR Request",
      "url": "/pgr-services/v2/requests/_search",
      "parentModule": "",
      "displayName": "Search PGR Request",
      "orderNumber": 0,
      "enabled": false,
      "serviceCode": "pgr-services",
      "code": "null",
      "path": ""
    },
    {
      "id": {{ID_PLACEHOLDER}},
      "name": "Search PGR Request",
      "url": "/pgr-services/v2/requests/_count",
      "parentModule": "",
      "displayName": "Count PGR Request",
      "orderNumber": 0,
      "enabled": false,
      "serviceCode": "pgr-services",
      "code": "null",
      "path": ""
    }

Integration

Integration Scope

PGR service can be integrated with any organisation or system which wants to track customer queries or complaint. The organisations can customise the workflow depending on their product requirements.

Integration Benefits

• Easy tracking and resolution of complaints

• Configurable workflow according to client requirement

Steps to Integration

1. Customer can raise a complaint using the /requests/_create.

2. Organisation or System can search the complaint using /requests/_searchendpoint.

3. Once the complaint is raised the organisation or system can call /requests/_update endpoint to move the application further in workflow until it gets resolved.

Interaction Diagram

Reference Docs

Doc Links

API List

Introduction

DIGIT Public Grievance Redressal system abbreviated as PGR is a mechanism commonly used to receive and act on complaints or grievances reported by residents of a city/ ULB enabling prompt actions on any issue raised by them and to avail services more effectively.

Module Features

DIGIT PGR offers a variety of features to make complaint lodging and redressal easy for residents and employees of a ULB. A list of standard features is given below.

1. Web and mobile interface to lodge, track, reopen, and update feedback on the complaint made by the citizen.

2. Web and mobile interface to comment, forward, and close the complaint by the ULB employees.

Module Ontology

State Level

1. ​Grievance Type​

2. ​Grievance Subtype​

ULB Level

1. ​Routing Matrix​

Module Reports

None

Introduction

A grievance is a formal complaint submitted to a ULB. Something wrong or something believed to cause distress in services provided by the ULB is considered as grounds for complaint. Grievances that are closely associated with ULB’s functions classified into different buckets, that different sections of ULB deal with are known as grievance types.

Data Table

The data given in the table is sample data.

Procedure

Data Definition

Step to fill data

1. Download the data template attached to this page.

2. Have it open and go through all the headers and understand the meaning of them by referring 'Data Definition' section.

3. Make sure all the headers, its data type, field size and its definition/ description is understood properly. In case of any doubt, please reach out to the person who has shared this document with you to discuss the same and clear out the doubts.

4. Identify all different types of grievances on the basis of ULB’s functions.

5. Start filling the data starting from serial no. and complete a record at once. repeat this exercise until the entire data is filled into a template.

6. Verify the data once again by going through the checklist and taking care of each and every point mentioned in the checklist.

Checklist

The checklist is a set of activities to be performed once the data is filled into a template to ensure data type, size, and format of data is as per the expectation. These activities have been divided into 2 groups as given below.

Common Checklist

This checklist covers all the activities which are common across the entities.

To see a common checklist refer to the page Checklist consisting of all the activities which are to be followed to ensure completeness and quality of data.

Entity Specific Checklist

This checklist covers the activities which are specific to the entity.

Attachments

Introduction

The PGR module is an application that allows citizens to lodge complaints and track them. Employees track and address the grievances registered in the system to ensure speedy resolution. The platform is available for use in both mediums as a web and mobile app.

Functional Scope

The list below summarizes the key features supported by the PGR module -

1. Registration, Login and Creation of User Profile

2. Lodging a Complaint

3. Assigning a Complaint

4. Resolving a Complaint

5. Manage Complaints

6. Track Complaints

7. Dashboards and Reports

8. General Features

Registration, Login & Creation of User Profile

Lodging Complaint

The Citizen or Citizen Service Representative (CSR) on behalf of citizens can lodge, civic works related complaints in the PGR system. Users can also upload associated or relevant pictures with the complaint. For identifying the location of the complaint, the user can provide city, mohalla, house no. and other details or even select the location using maps. After filing the complaint a complaint number is generated.

Assigning Complaint

The assigning officer has a dashboard with unassigned complaints. Any complaint can be selected to view details and expected closure timelines. The assigning officer can select and assign complaints to appropriate Employee from a department-wise list. A complaint can also be re-assigned if it is assigned incorrectly or for any other reason.

Resolving Complaint

The Employee can view the complaints assigned to him on the dashboard with functionality to mark them for closure. An employee can view details and closure timelines of the complaints from a list. After resolving the complaint the Employee can upload pictures as evidence and also enter comments. With the help of the Share feature, complaints details can be shared via Whatsapp, SMS, email etc to contractors. If the citizen finds the resolution to be unsatisfactory, the complaint can be reopened. Citizens can also provide feedback and rate the resolution.

Managing Complaint

The employee has access to the dashboard of open complaints from which he can select a complaint to view details and closure timelines. An employee can also request to reassign the complaint by selecting a reason from the list. In that case, the request goes to assigning officer and the complaint can be reassigned to a different Employee. The system has different interfaces for Assigning officer, Employee and CSR. The assigning officer can view tabs that contain unassigned and assigned complaints which are received from the citizens. The assigning officer can also view open/ closed complaints and access PGR reports for all grievances. Employee’s interface contains open and closed complaints which are assigned to him. CSR can view/ search the list of all the complaints filed on citizen’s behalf. The system has the provision to search, sort and refresh the list of grievances.

Tracking Complaint

Dashboards & Reports

PGR Reports provide an operational bird’s eye view of the PGR system in the city. It enables city managers - commissioners, department heads, administrators at various levels to keep a track of the volume of complaints being received and the performance of the ULB and its employees in addressing them. Reports can be filtered based on date and also can be downloaded in pdf and xls formats.

General Features

Setup

The above build has to be deployed to perform the migration. The batch persister config has to be added in config Repo. After adding the file in the repo, update the persister path in environment yml file. Make sure the persister.bulk.enabled is set to true. Once done restart the persister pod.

To start the migration call the following API with tenantId as param it will migrate data belonging to that tenantId. The API does not have role action mapping and should be used by port forwarding rainmaker-pgr pod.

WSD

Validation Queries

*(Last query related to document might need little modification as values in NOT IN clause can be more than the 2 specified)

Prod Data Insights

1. null value is stored in action for adding comments in the old system it’s mapped to COMMENT in new system.

2. The Locality attribute in new eg_pgr_address_v2 table does not allow NULL values whereas the locality attribute in the old eg_pgr_address in Punjab prod data has NULL values. Those values are filled in migration with dummy value NOT_AVAILABLE.

3. For 128 records accountId is NULL and so they won’t be associated with any citizen login.

4. For some records in the media column corrupt data is present. For example, in one case instead of fileStore uuid some normal text describing the complaint is present. While some other records have values like no. For data with such text having a length greater than 64 are set to null, else DB validations are violated.

5. In the old system-id is stored for referencing user data. In new systems we use uuid to refer user, therefore all id is mapped to respective uuid which are then migrated to the new system. If some user has uuid as NULL default value NOT_SPECIFIED will be used.

6. Some 1104 complaints has value in the column named feedback which seems to be from some set of predefined values like "Resolution Time", "Quality of work", ”others” etc. The new structure does not have any such column so we will be storing this in additionalDetails.

7. Address and landmark column in eg_pgr_service has values in some column they are also stored in additionalDetails.

8. Phone column contains phone numbers, we are not migrating that column as it has PII data and will be already present in user service as well.

9. If sla is not found in the old config (will only happen if some complaint category is removed from MDMS and complaints are present in the system of that category) default SLA value will be used.

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Objective

Welcome to the Public Grievances and Redressal or PGR product demo script. This document is meant to guide DIGIT implementation partners and demo planners through the module demo. The key objective of the demo is to walk users through the PGR module and the key features supported by the module.

All content on this page by is licensed under a .

Introduction

The grievance sub-type defines the second level of classification of grievances which are related to ULB’s functions and adds detail to a grievance type.

Data Table

The data table below represents the structure of the template and given here to explain the template in detail.

The data given in the table is sample data.

Procedure

Data Definition

Steps to fill data

1. Download the data template attached to this page.

2. Have it open and go through all the headers and understand the meaning of them by referring 'Data Definition' section.

3. Make sure all the headers, its data type, field size and its definition/ description is understood properly. In case of any doubt, please reach out to the person who has shared this document with you to discuss the same and clear out the doubts.

4. Identify all different subtypes of grievances on the basis of ULB’s functions and grievance types.

5. Start filling the data starting from serial no. and complete a record at once. repeat this exercise until the entire data is filled into a template.

6. Verify the data once again by going through the checklist and taking care of each and every checklist point/ activity mentioned in the checklist.

Checklist

The checklist is a set of activities to be performed after the data is filled into a template to ensure data type, size, and format of data is as per the expectation. These activities have been divided into 2 groups as given below.

Common Checklist

This checklist covers all the activities which are common across the entities.

Entity Specific Checklist

This checklist covers the activities which are specific to the entity.

Attachments

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

The File Complaints option allows citizens to register their complaints.

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.

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.

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

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 -

3. Call citizens

4. Comment on 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.