# Functional Specifications

## Introduction

The DIGIT Complaints Management 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 summarises the key features supported by the CMS module -

1. [Registration, Login and Creation of User Profile](#registration-login-and-creation-of-user-profile)
2. [Lodge a Complaint](#lodging-complaint)
3. [Assign a Complaint](#assigning-complaint)
4. [Resolve a Complaint](#resolving-complaint)
5. [Manage Complaints](#managing-complaint)
6. [Track Complaints](#tracking-complaint)
7. [Dashboards and Reports](#dashboards-and-reports)
8. [General Features](#general-features)

### Registration, Login & Creation of User Profile

{% hint style="warning" %}
Key capabilities offered by this functional component -

* OTP-based login for Citizens via Web/Mobile App
* Password-based login for Employees via Web/Mobile App
* Provision for language selection during first-time registration for both Employees and citizens
* Provision of creating a personalised Profile for Citizens and employees on the Web App
* Login Credentials for the various hierarchies of employees
* Role-based access for performing different actions relating to grievance redressal
  {% endhint %}

### Lodge Complaint

The Citizen or Citizen Service Representative (CSR), on behalf of citizens, can register complaints related to civic works in the system. Users can also upload relevant or associated pictures with the complaint. To identify the location of the complaint, the user can provide details such as city, mohalla, house number, or even select the location using maps. After submitting the complaint, a complaint number is generated.

{% hint style="warning" %}
Key capabilities offered by this functional component -

* Provision for Citizens to Lodge and Track Complaints via Mobile or Web App
* Provision for Employees to assign, reassign or resolve complaints via Mobile or Web App
* The citizen can upload photographs
* The citizen can select a grievance from a list
* The citizen can capture the address
* The citizen can capture additional details about the complaint
* Counter employees can file a complaint on behalf of the citizen
* Counter employees can capture the complaint location, medium of complaint, complaint type and other details
* The system provides 2 levels of a comprehensive grievance list
* Grievances mapped with departments
* The system generates a unique ticket number for each complaint based on the complaint type, and the same is communicated to the citizen by SMS, WhatsApp, and/or email
  {% endhint %}

### Assign Complaint

The assigning officer has a dashboard showing unassigned complaints. They can select any complaint to view details and expected closure timelines. The officer can assign complaints to the appropriate employee from a list organised by department. A complaint may also be reassigned if it was assigned incorrectly or for any other reason.

{% hint style="warning" %}
Key capabilities offered by this functional component -

* Assigning Officers can assign complaints to employees for resolution
* Assigning Officers can reject complaints by providing the reason for rejection
* Assigning Officers can re-assign complaints in case the assigned employee requests reassignment
  {% endhint %}

### Resolve Complaint

The Employee can view their assigned complaints on the dashboard, with the ability to mark them for closure. They can see details and closure timelines of complaints from a list. After resolving a complaint, the Employee can upload pictures as evidence and add comments. Using the Share feature, complaint details can be shared via WhatsApp, SMS, email, etc., with contractors. If the citizen finds the resolution unsatisfactory, the complaint can be reopened. Citizens can also provide feedback and rate the resolution.

{% hint style="warning" %}
Key capabilities offered by this functional component -

* Last Mile Employees can add photographs and comments after the resolution
* Last Mile Employee can request reassignment of complaints
* Last Mile Employee can interact with the assigned Officer over a Call
  {% endhint %}

### Manage 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 the assigning officer, and the complaint can be reassigned to a different Employee. The system has different interfaces for assigning officers, employees and CSRs. 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 reports for all grievances. The 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 the citizen’s behalf. The system has the provision to search, sort and refresh the list of grievances.

{% hint style="warning" %}
Key capabilities offered by this functional component -

* Assigning Officers can view all complaints in the Complaint Worklist or the Inbox
* Assigning Officers can view the auto-prioritisation of the list based on the SLA
* Assigning Officers can review submitted complaints
* Last Mile Employees can view a list of all complaints
* Last Mile Employee can view auto-prioritisation of the list based on SLA
* Last Mile Employees can review submitted complaints
* Counter employees can search and view complaints based on the complaint number, phone number, and name of the complainant
* The citizen can reopen a complaint that has been resolved if they are not satisfied with the resolution
* The citizen can rate a complaint after its resolution
  {% endhint %}

### Track Complaint

{% hint style="warning" %}
Key capabilities offered by this functional component -

* The citizen can view all complaints filed, pending and completed
* The citizen receives notifications via the App, SMS, and email for complaint updates
* Citizens can view the complaint timeline in the app
* Citizens can interact with the municipality through calls or share comments on complaints 
* Assigning Officers can Track Assigned Complaints with a timeline view
* Assigning Officers can receive updates on complaints
* Assigning Officers can interact with the Last Mile Employee (Call)
  {% endhint %}

### Dashboards & Reports

Reports provide an operational bird’s eye view of the CRS data insights for the selected region. It enables city managers, commissioners, department heads, and administrators at various levels to keep 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 can also be downloaded in PDF and XLS formats.

{% hint style="warning" %}

* **Grievance key statistics:** View dashboards & reports to find complaints filed, pending, completed and overdue- ULB-wise, location-wise details
* **SLA performance:** View dashboards & reports to get SLA performance and time taken for resolution details
* **State Dashboard:** Drilldown by various Levels
* **Reports:** View Reports by State, ULB, Complaint Types, Department
  {% endhint %}

### General Features

{% hint style="warning" %}
**Auto routing** - The system has the capability for Auto routing to assign officers (city/department level), followed by assigning to the last-mile employee.

**Notifications** - The system can send notifications to citizens. These notifications can be sent for various steps, such as filing a complaint, changing status, and resolving a complaint. These notifications can be sent in the language chosen by the ULB through all channels - SMS, WhatsApp, and Email.

**Configurable Masters** - The system enables the dynamic configuration of master data to meet state-specific or city-specific needs, particularly in terms of user roles and assignments. 

* Assigning Officers (e.g., Supervisors, GROs) have access to:
  * View and update profiles
  * Manage employee lists in the department (add/remove/edit)
* Last Mile Employee can access the employee directory
* Configure assigning officer: The assigning officer can be at the ULB / department level
  {% endhint %}