> 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

 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).


---

# Agent Instructions
This documentation is published with GitBook. GitBook is the documentation platform designed so that both humans and AI agents can read, navigate, and reason over technical content effectively. Learn more at gitbook.com.

## Querying This Documentation
If you need additional information that is not directly available in this page, you can query the documentation by asking a question.

Perform an HTTP GET request on the following URL with the `ask` and `goal` query parameters:

```
GET https://docs.digit.org/complaints-management/design/architecture/user-personas.md?ask=<question>&goal=<user_goal>
```

`ask` is the immediate question: it should be specific, self-contained, and written in natural language.
`goal` is what the user is ultimately trying to achieve, the reason they need the answer. Sharing it helps GitBook give you a better, more relevant answer. A goal is most helpful when it describes the outcome the user wants rather than restating the question. For example, with `ask=how do I create an API token`, a goal like `automate deployments from our CI pipeline` lets GitBook tailor the answer to that use case.

The response will contain a direct answer to the question and relevant excerpts and sources from the documentation.

Use this mechanism when the answer is not explicitly present in the current page, you need clarification or additional context, or you want to retrieve related documentation sections.