# Get Started ## Getting Started with the Complaints Management Welcome! This section will help you log in and begin using the Complaints Management module, whether you’re an Admin, Staff member, or Citizen. Follow the steps below according to your role. *** ### Who Are You? What Should You Do? | User Type | Who You Are | What You Can Do | | ---------------------------------------------- | ------------------------------------------------------------------------------------------------------------------------------------ | ---------------------------------------------------------------------------------------------------- | | **Administrator** | A country, state or city official OR an IT person managing system setup & configuration | Set up complaint categories, assign SLAs, configure routing, manage users & workflows | | **Citizen** | A resident using the portal to file a complaint | Submit complaints, track status, and give feedback | | **Customer Service Representative (Helpdesk)** | A government employee or authorized staff helping citizens at the front desk or call center. | Log complaints for citizens, update statuses, and assist with queries | | **Support Team** | Technical support staff | Help with monitoring, troubleshooting, and keeping the system running smoothly | | **Grievance Redressal Officer (GRO)** | A Grievance Redressal Officer is typically a government employee who helps in routing complaints to the right person for resolution. | Review and act on complaints assigned to him/her and assign it to the correct person for resolution. | | **Last Mile Employee (LME)** | Field staff or technician | Take action on specific complaints (e.g., site visits, physical resolution) | ## 🔐 How to Log In #### 🧑‍💼 Employee Portal GROs, CSRs, LMEs, and Administrators should log into the employee portal to manage their daily activities. * **URL**: `https:///digit-ui/employee` * Use one of the demo credentials below to log in, depending on the persona you'd like to explore: | Persona | Username | Department | Password | Tenant (City) | | ------------------------------------------ | -------- | ------------------- | ---------- | ------------- | | Administrator | `ADMIN` | | `eGov@123` | City A | | Customer Service Representative (HelpDesk) | `CSR` | Street Lights | `eGov@123` | City A | | Grievance Routing Officer | `GRO GB` | Health & Sanitation | `eGov@123` | City A | | | `GRO SL` | Street Lights | `eGov@123` | City A | | Last Mile Employee | `LME GB` | Health & Sanitation | `eGov@123` | City A | | | `LME SL` | Street Lights | `eGov@123` | City A | > 💡 **Tip for Admins**: After logging in with City A, you can **switch to State A** to perform state-level tasks like HRMS, localization, and workbench configurations. *** #### 🧍 Citizen Portal Citizens trying to file complaints should log in using the information below: * **URL**: `https:///digit-ui/citizen` * **Use the demo login below**: | Mobile Number | OTP | Role | Tenant (State) | | ------------- | -------- | ------- | -------------- | | `6555555555` | `123456` | CITIZEN | State A | > ✅ Citizens can register with their mobile number or use the demo number provided above to explore the system. *** ### What Should You Do After Logging?
If You Are...Start With
CitizenFile a test complaint like "Water Leakage" or "Garbage Not Collected".
CSR (Helpdesk)Create a sample complaint via the “Complaints” screen.
GRO or LMEOpen your “Inbox” and act on assigned complaints.
*** ### Common Terms Explained
TermWhat It Means
TenantA city or state environment within the system (e.g., “City A”, “State A”)
MDMSMaster Data Management System – used to define complaint types and departments
HRMSHuman Resource Management System – used to manage employees and user roles
WorkflowThe step-by-step process a complaint follows, from submission to closure
*** ### Testing out the complaint lifecycle! Once you're logged in and familiar with your role, you're ready to start using the Complaints Resolution System. 1. Log in as a citizen or a CSR. 2. Navigate to "Create Complaints" from the home page. 3. Create a complaint by following the steps in the UI. 4. Note down the complaint number after successful creation of the complaint. 5. Log in as the GRO. 6. Navigate to the Inbox. Click on "Assigned to All" to see complaints assigned to the "GRO" role. You should see the complaint created in Step 3. 7. Click to open a complaint, then click "Take Action" and assign to an LME by selecting an employee name from the dropdown list. If no specific person is specified, then the complaint will be assigned to all users with the role of "LME". 8. Log in to the employee portal as an LME. Navigate to the Inbox and click on "Assigned to All". The complaint assigned to the LME in Step 7 will be visible. 9. Click on "Take Action" and click on "Resolve". 10. This will send the complaint back to the citizen, asking them to either close or reopen the complaint. Congratulations! You've now gone through the entire lifecycle of a complaint.