# Workflows

## Workflow Overview

Workflows are a series of steps that move a process from one state to another state by actions performed by different kinds of Actors - Humans, Machines, Time-based events, etc., to achieve a goal, like onboarding an employee, approving an application or granting a resource, etc.

## Complaint Resolution System Workflow Requirement

The workflow services contribute to adding a flexible and dynamic approach to using the modules in the long run. The module workflows cater to the evolving requirements as we introduce new features like escalation and routing. 

## Intended Audience & Objectives

This document is meant for the Tech team to understand the requirements of workflows in CCRS. And to conclude whether it is possible to fulfil the requirement of the workflow through the workflow service available on the DIGIT platform.

## Workflow Specifics

1. Role-Action Mapping:
   * Citizen- Submit a complaint, Re-open a complaint, Rate complaints (not a workflow feature)
   * Customer Support Representative (CSR) - Submit a complaint, Re-open the complaint
   * Grievance Redressal Officer (GRO) or District Grievance Redressal Officer (DGRO) - Reject Complaint, Assign complaint
   * Last Mile Employee (LME) - Request for Re-Assignment, Resolve complaint
2. Actions:

<table><thead><tr><th width="89.02864583333331">S. No.</th><th width="193.046875">Action</th><th>Description</th></tr></thead><tbody><tr><td>1</td><td>Submit</td><td>This action will raise the complaint</td></tr><tr><td>2</td><td>Re-open complaint</td><td>Once a complaint is resolved or rejected, this action will resubmit the complaint ,and it will go through the workflow</td></tr><tr><td>3</td><td>Reject Complaint</td><td>This action will reject the complaint and then give the option to the citizen/CSR to RE-OPEN within 5 days*</td></tr><tr><td>4</td><td>Assign complaint</td><td>This action will help the Grievance Redressal Officer (GRO)/District Grievance Redressal Officer (DGRO) to assign the complaint to the last-mile employee (LME) by giving the LME a list to choose from</td></tr><tr><td>5</td><td>Request for Re-assign</td><td>This action will send back the complaint to the GRO/DGRO for reassignment</td></tr><tr><td>6</td><td>Resolve complaint</td><td>This action resolves the complaint, then gives the option to the citizen/Customer Support Representative (CSR) to RE-OPEN within 5 days*</td></tr><tr><td>7</td><td>Re-assign complaint</td><td>This action will help GRO to re-assign complaint if assignment made by him is not accurate or any other reason</td></tr></tbody></table>

{% hint style="info" %}
\*5 days is the default number of days to reopen the complaint. This time frame is configurable.&#x20;
{% endhint %}

1. **Workflow:**

![](https://lh6.googleusercontent.com/vQA7dYAam0HqiL1wik27kpwurgTHWZ1NA8_zzD0DlE_nrYEeT3XVzqzLUUJh1dasmwIxijHdL32ZtyuDvwsMatTDGfo4cTTp-60hlOxE_k-pWmIL5oWsNOMbiELY8hyvWti1GYFb)

<mark style="background-color:blue;">\*</mark>The green coloured boxes in the illustration above represent the optimal workflow for the citizen complaint resolution system.

2. **Configuration:**

<table><thead><tr><th width="96">Sr. No</th><th>Current State</th><th>Action</th><th>Next State</th><th>Actors</th></tr></thead><tbody><tr><td>1</td><td>Initiated</td><td>Submit Complaint</td><td>Pending at GRO</td><td>Citizen/CSR</td></tr><tr><td>2</td><td>Rejected</td><td>Re-open</td><td>Pending at GRO</td><td>Citizen/CSR</td></tr><tr><td>3</td><td>Resolved</td><td>Re-open</td><td>Pending at GRO</td><td>Citizen/CSR</td></tr><tr><td>4</td><td>Pending at GRO</td><td>Assign complaint</td><td>Pending at LME</td><td>GRO/DGRO</td></tr><tr><td>5</td><td>Pending at GRO</td><td>Reject</td><td>Rejected</td><td>GRO/DGRO</td></tr><tr><td>6</td><td>Pending at LME</td><td>Re-assign</td><td>Pending at LME</td><td>GRO/DGRO</td></tr><tr><td>7</td><td>Pending at LME</td><td>Request Re-assign</td><td>Pending at GRO</td><td>LME</td></tr><tr><td>8</td><td>Pending at LME</td><td>Resolve complaint</td><td>Resolved</td><td>LME</td></tr><tr><td>9</td><td>Pending at LME</td><td>Reject</td><td>Rejected</td><td>LME</td></tr></tbody></table>

### Impacts

1. The **Employee Inbox** provides the interface where government employees (like grievance officers or field staff) view and manage citizen complaints. Employees using either the web portal or the mobile app experience UI updates that improve the way they manage and respond to complaints.
2. Each ULB can now define its own SLA duration (e.g., 2 days for pothole repair in City A, 3 days in City B), allowing for localised flexibility and governance in complaint handling.

### Other Features & Functionalities&#x20;

All other features and functionalities should remain unaffected, like complaint types, uploading a photo, capturing an address, UI for the citizen, searching for complaints, complaint history, comments, etc.