Workflows

Learn more about the module workflows and its configuration

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.

Citizen 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:

S. No.	Action	Description
1	Submit	This action will raise the complaint
2	Re-open complaint	Once a complaint is resolved or rejected, this action will resubmit the complaint ,and it will go through the workflow
3	Reject Complaint	This action will reject the complaint and then give the option to the citizen/CSR to RE-OPEN within 5 days*
4	Assign complaint	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
5	Request for Re-assign	This action will send back the complaint to the GRO/DGRO for reassignment
6	Resolve complaint	This action resolves the complaint, then gives the option to the citizen/Customer Support Representative (CSR) to RE-OPEN within 5 days*
7	Re-assign complaint	This action will help GRO to re-assign complaint if assignment made by him is not accurate or any other reason

*5 days is the default number of days to reopen the complaint. This time frame is configurable.

1. Workflow:

*The green coloured boxes in the illustration above represent the optimal workflow for the citizen complaint resolution system.

1. Configuration:

Sr. No	Current State	Action	Next State	Actors
1	Initiated	Submit Complaint	Pending at GRO	Citizen/CSR
2	Rejected	Re-open	Pending at GRO	Citizen/CSR
3	Resolved	Re-open	Pending at GRO	Citizen/CSR
4	Pending at GRO	Assign complaint	Pending at LME	GRO/DGRO
5	Pending at GRO	Reject	Rejected	GRO/DGRO
6	Pending at LME	Re-assign	Pending at LME	GRO/DGRO
7	Pending at LME	Request Re-assign	Pending at GRO	LME
8	Pending at LME	Resolve complaint	Resolved	LME
9	Pending at LME	Reject	Rejected	LME

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

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.