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

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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 Complaints Inbox and click on the New Complaint option. This will open the complaint form page.

Enter the Citizen Mobile Number and Citizen Name.

Select the Complaint Type and Complaint Sub Type from the drop-down list.

Enter the Pincode, City, Mohalla, and Landmark details to specify the complaint location.

Enter any Additional Details as required to provide more information about the complaint

Click on the File Complaint button.

The system displays the Complaint Registered Successfully message along with the Complaint No.

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.

Navigate to the homepage and click on the Inbox option to view the registered complaint. The employee inbox contains the list of complaints assigned to the logged-in employees for further action.

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

Click on the Search button. You can also use the Filter By parameters in the left panel of the screen to narrow down your search. The available filters include Complaint SubType, Locality, and Status. The system retrieves and displays the matching records.

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 Inbox and search for the complaints waiting to be assigned. Click on a complaint to open and view the complaint details.

To assign the complaint to any employee click on the Take Action button and click on Assign Complaint.

Select an LME who will attend to this complaint. Enter any additional comments or information as required. Upload any files in context to the complaint if required.

Click on the Assign button to assign the complaint.

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. Or, Employees can request the GRO to reassign complaints due to various reasons.

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 Inbox and search for the complaints waiting to be assigned. Click on a complaint to open and view the complaint details.

Click on the Take Action button and then click on the Reject Complaint option in case the complaint does not look valid or relevant.

Select a reason for rejection and add additional comments if any. Upload files to support the reason for the rejection. Click on the Reject 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 re-assign complaints Search for the complaint using the complaint number. Open the complaint assigned to you.

Click on the Take Action button and then click on Reassign option.

Click on the Reassign button to complete the request. Select the employee (GRO in this case) to send the complaint back in the assignment queue. Enter any Comments and upload files as evidence as required.

The complaint is redirected to the GRO Inbox for reassignment.

Resolve Complaints

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

To mark the complaint resolved, Search for the complaint using the complaint number. Or, the list of complaints assigned to the LME is available on the panel - click on the specific complaint

Click on the Take Action button and then click on Resolve. Enter any comments and upload files as evidence as required.

Click on the Resolved button to close the complaint. The complaint timeline is updated to Resolved. A notification is also sent to the citizen stating that the complaint is resolved.

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

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 the Complaints Home page. Click on the File a Complaint tab on the screen. This will open the complaint form page.

Select the relevant Complaint Type and the Complaint Sub-Type from the drop-down list of options. Refer to the list of complaint types available in PGR.

Enter the Pincode to indicate the location of the complaint. Click on Skip and Continue to proceed in case you do not have the pincode details.

Select the City and the Locality/Mohalla from the drop-down list. Mohalla details are available for the selected city.

Enter a suitable Landmark to help reach the location easily.

Upload a photo as evidence. Use the camera icon to click pictures and upload them directly. Click on Skip and Continue if you do not want to upload any photos.

Enter any additional information if required.

The complaint is filed and submitted. Make a note of the complaint number.

View Complaints

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

Go to the Home Page and click on My complaints.

The system displays 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 timeline displays the current status.

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. 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 back to home page button to navigate back to the home page.

Reopen Complaints

To reopen the complaint navigate to Complaints > My Complaints menu option. 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 Provide Additional Details section. Click on the Reopen Complaint button once done.

The notification along with the complaint number is sent to your registered mobile number. You can track the complaint status using a mobile or web app. Click on the Go back to the home page button to navigate back to the home page.