> 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/user-personas.md).

# User Personas

## User Personas

 Refer to the table below for different user personas supported by CMS.

<table><thead><tr><th width="169.188232421875">Code</th><th width="190.69390869140625">Name</th><th>Description</th></tr></thead><tbody><tr><td>PGR_LME</td><td>Last Mile Employee</td><td>The last mile employee (LME) who can resolve complaints on the ground</td></tr><tr><td>GRO</td><td>Complaint Assessor</td><td>Employee who routes and assigns complaints to LMEs for resolution.</td></tr><tr><td>CSR</td><td>Customer Service Representative</td><td>User who can create complaints on behalf of a citizen</td></tr><tr><td>MDMS_ADMIN</td><td>MDMS ADMIN</td><td>MDMS User that can create and search schema</td></tr><tr><td>SYSTEM</td><td>System user</td><td>System user role</td></tr><tr><td>HRMS_ADMIN</td><td>HRMS Admin</td><td>HRMS Admin</td></tr><tr><td>SUPERUSER</td><td>Super User</td><td>System Administrator. Can change all master data and has access to all screens.</td></tr><tr><td>EMPLOYEE</td><td>Employee</td><td>Default role for all employees</td></tr><tr><td>CITIZEN</td><td>Citizen</td><td>Citizen who can raise complaint</td></tr></tbody></table>

## Persona Role Mapping

<table><thead><tr><th width="164.33734130859375">Persona</th><th width="200.4246826171875">Role(s) Assigned</th><th>Description</th></tr></thead><tbody><tr><td>Citizen</td><td>CITIZEN</td><td>A citizen who wants to file a complaint about the lack of public service delivery</td></tr><tr><td>Assigning Officer</td><td>EMPLOYEE, GRO</td><td>Employee who routes and assigns complaints to LMEs for resolution.</td></tr><tr><td>Last Mile Employee (Technician)</td><td>EMPLOYEE,PGR_LME</td><td>The on-the-ground employee who resolves the complaints</td></tr><tr><td>Counter Employee</td><td>EMPLOYEE, CSR</td><td>User who can create complaints on behalf of a citizen</td></tr><tr><td>DevOps</td><td>SUPERUSER</td><td>Person who sets up DIGIT has the superuser username/password.</td></tr><tr><td>System Administrator</td><td>MDMS_ADMIN, LOC_ADMIN, HRMS_ADMIN</td><td>Person who can setup master data, localisation, create employees and manage access to the application</td></tr></tbody></table>

## Role Action Mapping

This document has an API-wise listing of [roles having access to APIs](https://docs.google.com/spreadsheets/d/1XPUO3XKsHw-sX7sEcZWZyHDIyvevRQ4k9O106Glo6-w/edit?usp=sharing).


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