> For the complete documentation index, see [llms.txt](https://docs.digit.org/llms.txt). Markdown versions of documentation pages are available by appending `.md` to page URLs; this page is available as [Markdown](https://docs.digit.org/complaints-management/design/architecture/solution-architecture.md).

# Solution Architecture

## Architecture Overview

Below is a high-level architecture diagram of the complaint management:

<figure><img src="https://content.gitbook.com/content/xNs29HvQfLFAPZCcDd7D/blobs/R1b3btUgTbokjOdQESO1/Screenshot%202025-07-15%20at%205.53.02%E2%80%AFPM.png" alt=""><figcaption></figcaption></figure>

The diagram below shows a detailed component breakdown:

<figure><img src="https://content.gitbook.com/content/xNs29HvQfLFAPZCcDd7D/blobs/PAUMqFojQZIu1yxeM2mp/Citizen%20Complaint%20Resolution%20System%20-%20Architecture%20Overview.png" alt=""><figcaption></figcaption></figure>

### Workbench UI

The workbench provides a UI interface to create, search and edit master data for all services on the DIGIT platform. It works with MDMS v2. For more information on the workbench, please [refer here](https://docs.digit.org/workbench).&#x20;

### Employee Service & UI (HRMS)

Used to create, edit, search & map employees to roles. Roles are defined as master data. The GRO, CSR & LME roles in CCRS are assigned to employees. For more information, please see the employee service.

### Inbox Service (v2)

The complaint management utilises the inbox service to populate employee inboxes with the correct action items that require their immediate attention regarding complaints. Inbox (v2) works against Elasticsearch indexes, which are populated by the Complaints service. The query is written as a configuration and stored as master data.


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