Functional Specifications
Functional overview for stakeholders
Introduction
The Citizen Complaints Resolution System is an application that allows citizens to lodge complaints and track them. Employees track and address the grievances registered in the system to ensure speedy resolution. The platform is available for use in both mediums, as a web and mobile app.
Functional Scope
The list below summarises the key features supported by the CCRS module -
Registration, Login & Creation of User Profile
Key capabilities offered by this functional component -
OTP Based Login for Citizens via Web/Mobile App
OTP Based Login for Employees via Web/Mobile App
Provision for language selection during first-time registration for both Employees and citizens
Provision of creating a personalised Profile for Citizens and employees on the Web App
Login Credentials for the various hierarchies of employees
Role-based access for performing different actions relating to grievance redressal
Lodge Complaint
The Citizen or Citizen Service Representative (CSR), on behalf of citizens, can register complaints related to civic works in the system. Users can also upload relevant or associated pictures with the complaint. To identify the location of the complaint, the user can provide details such as city, mohalla, house number, or even select the location using maps. After submitting the complaint, a complaint number is generated.
Key capabilities offered by this functional component -
Provision for Citizens to Lodge and Track Complaints via Mobile or Web App
Provision for Employees to Assign, Reassign, and Resolve complaints via Mobile or Web App
The citizen can Upload Photographs
The citizen can select a grievance from a list
The citizen can capture the Address
The citizen can capture additional details about the complaint
CSC Employees can file a complaint on behalf of the citizen.
CSC Employees can capture the Complaint location, medium of complaint, complaint type and other details
The system provides 2 levels of a comprehensive grievance list
Grievances mapped with departments
The system generates a unique ticket number for each complaint based on the complaint type, and the same is communicated to the citizen by SMS, WhatsApp, and/or email.
Assign Complaint
The assigning officer has a dashboard showing unassigned complaints. They can select any complaint to view details and expected closure timelines. The officer can assign complaints to the appropriate employee from a list organised by department. A complaint may also be reallocated if it was assigned incorrectly or for any other reason.
Key capabilities offered by this functional component -
Assigning Officer can assign a grievance to employees
Assigning Officer can Reject Complaints by providing the Reason for Rejection
Assigning Officer: Re-assign complaints
Resolve Complaint
The Employee can view their assigned complaints on the dashboard, with the ability to mark them for closure. They can see details and closure timelines of complaints from a list. After resolving a complaint, the Employee can upload pictures as evidence and add comments. Using the Share feature, complaint details can be shared via WhatsApp, SMS, email, etc., with contractors. If the citizen finds the resolution unsatisfactory, the complaint can be reopened. Citizens can also provide feedback and rate the resolution.
Key capabilities offered by this functional component -
Last Mile Employees can add photographs and comments after the resolution
Last Mile Employee can request for reassignment of complaints
Last Mile Employee can interact with the assigned Officer over a Call
Manage Complaint
The employee has access to the dashboard of open complaints from which he can select a complaint to view details and closure timelines. An employee can also request to reassign the complaint by selecting a reason from the list. In that case, the request goes to the assigning officer, and the complaint can be reassigned to a different Employee. The system has different interfaces for assigning officers, Employees and CSRs. The assigning officer can view tabs that contain unassigned and assigned complaints, which are received from the citizens. The assigning officer can also view open/ closed complaints and access reports for all grievances. The employee’s interface contains open and closed complaints which are assigned to him. CSR can view/ search the list of all the complaints filed on the citizen’s behalf. The system has the provision to search, sort and refresh the list of grievances.
Key capabilities offered by this functional component -
Assigning Officer can view the Complaint Worklist (Inbox)
Assigning Officer can view a list of all complaints
Assigning Officer can view the auto-prioritisation of the list based on the SLA
Assigning Officer can review submitted complaints
Last Mile Employees can view a list of all complaints
Last Mile Employee can view auto-prioritisation of the list based on SLA
Last Mile Employees can review submitted complaints
CSC can search and view complaints based on complaint number, phone number, and name of the complainant
The citizen can reopen a complaint that has been resolved if he is not satisfied with the resolution
The citizen can rate a complaint after its resolution
Track Complaint
Key capabilities offered by this functional component -
The citizen can view all complaints filed, pending and completed
The citizen receives Notifications via App, SMS, and email for complaint updates
Citizens can view the complaint timeline in the app
Citizens can interact with the municipality (Call & Comments)
Assigning Officer can Track Assigned Complaints with a timeline view
Assigning Officer can receive updates on complaints
Assigning Officer can interact with the Last Mile Employee (Call)
Dashboards & Reports
Reports provide an operational bird’s eye view of the PGR system in the city. It enables city managers, commissioners, department heads, and administrators at various levels to keep track of the volume of complaints being received and the performance of the ULB and its employees in addressing them. Reports can be filtered based on date, and can also be downloaded in PDF and XLS formats.
Grievance key statistics: View dashboards & reports to find Grievances filed, pending, completed and overdue- ULB-wise, location-wise details
SLA performance: View dashboards & reports to get SLA performance and time taken for resolution details
State Dashboard: Drilldown by Various Levels
Reports: View Reports by State, ULB, Complaint Types, Department
General Features
Auto routing - The system has the capability for Auto routing to assign officers (city/department level) followed by assigning to the last-mile employee.
Auto escalation - The system has the capability for escalation of non-resolved cases with a defined timeline to the ULB/Concerned head.
Notifications - The system can send notifications to citizens. These notifications can be sent for various steps, like complaint filing, change of status, and complaint resolution. These notifications can be sent in the language chosen by the ULB through all channels - SMS, WhatsApp, and Email.
Configurable Masters - The system provides the following masters that can be configured as per the State’s requirements:
Assigning Officer: View, edit and update profile
Assigning Officer: Department-wise employee list
Last Mile Employee: Employee Directory
Configure assigning officer: The assigning officer can be at the ULB / department level
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