Overview

Employee Management allows you to add “government employees” to explore DIGIT products from the lens of different stakeholders. Usually, DIGIT products are used by governments in a decentralized manner - government employees are each assigned specific product user role(s). For example, the Complaints product has one user role for a last-mile employee to resolve complaints, and a different user role for a grievance officer to assign complaints to a last-mile employee.

Employee Management lets you assign a role to each employee, determining how they can use DIGIT products. To view the products on Sandbox as a particular employee, log in to the employee portal with the given employee’s ID, which is an email address. For more information as well as the link to the employee portal, refer to the right panel on the Sandbox home page.

Role-Mapping

• Superuser - Can perform all Sandbox-related actions, and is assigned to the Sandbox account creator by default. If you want to add a team member to your Sandbox account, you can create an employee with a Superuser role and your team member’s email.

• Admin - Can perform all Complaints and Employee Management related actions (apart from configurations).

• Complaints-Admin - Can perform all Complaint-related actions. If you want to allow your partners to interact with DIGIT products directly, you can create an employee with the Complaints-Admin role and the partner’s email.

• Assigner - Can assign, reject or reassign a complaint.

• Resolver - Can resolve or reject a complaint

Functions

The home page offers the below menu options to interact with the Employee Management module.

• Create Employee - Create a new employee and assign a role and jurisdiction to them.

• Search Employee - Search the existing list of employees. Two employees with Assigner and Resolver roles have already been created for you by default.

• Configure Employee Management - Change the default Employee Management behaviour by modifying or adding configuration (master) data.

Overview

Complaints is a self-serve, web and mobile-based, easy-to-use, configurable product for the submission, tracking and resolution of grievances from anywhere and at any time. Designed to provide maximum transparency for all stakeholders, the lifecycle of each complaint is mapped - right from the time of filing, all the way till closure by the complainant. Traditionally used for the redressal of public grievances, the Complaints module features a citizen and employee portal with several user roles, facilitating coordination between multiple actors in the complaint resolution process.

Key Features

• Registration, Login and Creation of User Profile

• Lodging a Complaint

• Assigning a Complaint

• Resolving a Complaint

• Manage Complaints

• Track Complaints

• Dashboards and Reports

Role-Mapping

• Superuser - Can perform all Sandbox-related actions, and is assigned to the Sandbox account creator by default. If you want to add a team member to your Sandbox account, you can create an employee with a Superuser role and your team member’s email.

• Admin - Can perform all Complaints and Employee Management related actions (apart from configurations).

• Complaints-Admin - Can perform all Complaint-related actions. If you want to allow your partners to interact with DIGIT products directly, you can create an employee with the Complaints-Admin role and the partner’s email.

• Assigner - Can assign, reject or reassign a complaint.

• Resolver - Can resolve or reject a complaint

Functions

The home page cards provide the below menu options to interact with the Complaints module.

• File Complaint - File a complaint by selecting the complaint type and sub-type, along with the location.

• View Inbox - View the list of filed complaints and take actions such as assigning/rejecting a newly filed complaint, or resolving a complaint which has already been assigned. The Inbox presents a view seen by Grievance Routing Officers when Complaints are used for Public Grievance Redressal.

• Explore Dashboard - See a graphical representation of complaint statistics over time, including complaint status, resolution time, categories, etc. The dashboard has already been prepopulated with sample data for you

• Configure Complaints - Change the default product behaviour by modifying or adding configuration data.

• Employee Management - Each “employee” is assigned a user role that allows certain interactions with the Complaints product. In employee management, you can add employees or view the list of employees. Some employees have already been created for you by default, so you can explore Complaints.

Overview

User management is a critical component of any software system, involving the administration of user accounts, roles, permissions, and authentication mechanisms. It ensures that users have the appropriate access to system resources and functionality while maintaining security and compliance.

Below are some important points for User Management -

1. Assign Users to Root Tenants: All the users(CITIZEN/EMPLOYEE) get created at the root tenant level, ensuring that user data is scoped to the tenant.

2. Manage User Roles within a Tenant: Allow for managing user roles specific to each root tenant or sub-tenant. This will ensure that the user is restricted from doing the transactions in other tenants for which the user does not have access

3. Standardized Roles: We will have the predefined roles below.

   • CITIZEN (Will have access at root tenant level)

   • EMPLOYEE (Will have the access at subtenant level)

   • ADMIN (Can do everything within root tenant and subtenant)

   • SUPERADMIN (Only allowed to do tenant operations and the permissions cannot be edited)

   • USER (user role can perform operations on its data. Example: profile update)

User Registration and Creation

Self Registration

Users can sign up for accounts themselves, typically used for public-facing systems where end-users (e.g., citizens) need access. Self-register users will get only the “CITIZEN” role

Self-user registration is a two-step process

1. Create the user an active flag as “False”

2. Activate the user by verifying the email/mobile number

User Admin Operation

Create User

Implement an API for admins to create users with various roles (Citizen/Employee/Admin). This should include input fields for user details and role selection.

Block User

Develop functionality to block a user. Blocking should prevent the user from logging in and accessing any system resources.

• Admin will select the user

• Admin performs block action for the user

• Block action will call the user/_block API

• Update the status of the user from Active to Blocked

• Publish an event on the queue. This can be used if a notification needs to be sent to the user

Unlock User

Allow admins to unlock previously blocked users.

• Admin will select the user

• Admin performs block action for the user

• Unblock action will call the user/_unblock API

• Update the status of the user from Blocked to Active

• Publish an event on the queue. This can be used if a notification needs to be sent to the user

Change Password:

Provide an admin interface to change user passwords. Ensure that passwords meet security guidelines.

Delete User:

Implement functionality to delete users. Ensure that this operation securely removes user data or marks it for deletion.

• Admin will select the user

• Admin performs delete action for the user

• Delete action will call the user/_delete API

• Update the status of the user from AnyStatus to Deleted

• Publish an event on the queue. This can be used if a notification needs to be sent to the user

Add Role and associated Tenant to User:

Allow admins to assign additional roles and tenants to users. This should include validation to prevent conflicts or over-privileged roles.

Remove Role and associated Tenant from User:

Provide functionality to remove roles and tenant associations from users.

Map Role to User:

Enable admins to map specific roles to users, defining their permissions within the system.

Delete Role from User:

Implement functionality to remove specific roles from users.

Introduction

Sandbox is a hosted platform upon which partners can experience DIGIT without any environment setup costs. In tandem with “Workbench”, Sandbox facilitates configuration of various DIGIT-based products through an intuitive GUI. Sandbox is among the first initiatives to transition from program-led to product-led growth with regards to DIGIT. The overarching goal of Sandbox is to reduce friction experienced by partners as they try out and demo DIGIT-based products.

The Need

Market partners are forced to invest a lot of time and effort to learn how DIGIT works before they can utilize the platform. This necessitates continuous hand holding, meetings and demos from Egov’s end before the platform is used. Hence, market partners experience a long time to value, leading to drop offs even before DIGIT is deployed.

Additionally, market partners need to procure and set up the infrastructure needed to try out DIGIT. They bear the onus of understanding and configuring the Devops setup and the tech stack upon which DIGIT is built. The cost of trying out DIGIT-based products limits use case discovery by partners. As a result, the utilization of DIGIT by market partners is predominantly limited to large organizations who have a financial motive.

DIGIT’s growth vectors, focusing on replication at scale and co-creation, require a widespread trial and adoption of DIGIT by tech partners and governments. New use cases can only be discovered if partners are able to experiment on DIGIT without affecting current systems.

Hence, there is a need to make DIGIT and its products easier to try out and utilize for interested partners, where the developer involvement needed, setup costs and time to value is minimized.

Objectives

Sandbox adds value for both external DIGIT users as well as for Egov:

Sandbox benefits partners in the following ways:

• Lower infrastructure and setup costs to try out DIGIT: Since Sandbox is hosted on the cloud, partners do not need to utilize their own resources while discovering DIGIT.

• Ease of use : Partners need not know the intricacies of DIGIT’s architecture in order to configure and build products. An intuitive GUI minimizes the involvement of their development teams.

• Faster Time to Value : Partners can demo DIGIT products to their clients faster, since the number of touchpoints required with Egov is greatly reduced.

• Access to learning resources : DIGIT Academy along with extensive documentation of the platform enables partners to understand the basics of the platform with minimum pain points.

• Enhanced use case discovery: Partners can experiment on Sandbox in isolation from their existing systems. This in turn will enable them to discover new use cases for DIGIT-based products.

Sandbox also has the potential to affect Egov and DIGIT in the following ways:

• Lower partner drop-off rates : As Sandbox directly addresses many of the pain points faced by partners while exploring DIGIT, we can expect to onboard more partners who utilize the platform.

• Possible transition to Saas : Sandbox is the first step in the journey to make DIGIT and related products Saas offerings. With Sandbox, the expectation is that DIGIT would be hosted in partner’s datacenters. However, the opportunity arises for Egov to develop the core competencies needed to make DIGIT a fully fledged Saas offering later down the line.

• Higher DIGIT Adoption : As the friction partners experience in discovering DIGIT is reduced, it is expected that the platform would see higher adoption numbers.

• Towards Product-Led Growth: Since partners now have a much smoother onboarding process through Sandbox, the involvement of Egov’s program teams will be much lower in partner acquisition.

Target Persona

Version 1 of Sandbox will target only business users.

Business users are defined as those looking to utilize DIGIT for monetization.

Categories of business users include:

• Tech implementation Partners, System Integrators - Business Development Managers, Program Managers and technical personnel from companies like Deloitte and PWC, who are mainly concerned with speed to implement solutions on DIGIT, cost of utilizing DIGIT and support offered. These companies customize DIGIT products for government requirements.

• Government Development Partners - Organizations who are contracted by governments to solve problems. They are concerned with brand equity and reputation as well as time taken to achieve targets and milestones. Eg: Selco.

Use Cases

• Demo to clients - Business users can show products’ features and sources of value to prospective clients

• Use case discovery - By experimenting on DIGIT without affecting existing systems, business users can discover use cases quickly

• Customization - DIGIT products can be customized to client requirements without developer involvement

• Exploration - Business users can tryout DIGIT without needing to setup their own infra and having to understand the internals of the platform

• Learning - Users can learn about the capabilities of DIGIT through DIGIT Academy and extensive documentation

RoadMap

Features V1

*Please note that User Management has been deprioritized for Sandbox V1

Sandbox Account Creation

Need: Sandbox Account Creation for a partner, government organization or Individual.

Context: Users exploring DIGIT from marketing channels etc will land on the DIGIT Sandbox Web Page. Clicking on “Access Sandbox” will bring the user to the Signup page of Sandbox. The below stories explain the various use cases of Signup of sandbox users.

Acceptance Criteria

1. First-time user should be able to successfully create a new sandbox account for his/her organization/entity.

2. The first-time user should be able to verify email

3. The first-time user should be able to login

4. Returning user should be able to login

User Sign Up

Context: Sign-up flow for first-time Sandbox users

Sign-up flow where OTP based login is involved

2. The user will give the following details. On hovering over the information icon "This will be used as your account name" appears.

1. After clicking the signup button, the user is directed to the below screen and prompted to enter OTP.

The email the user will receive is as below:

Validation: When pressing the confirm button, the match between the sent OTP and the entered OTP is checked. If the OTP is entered incorrectly, present the error message “The entered OTP is incorrect. Please Retry”

1. Upon entering the OTP, the user’s sign-up flow is complete and is directed to the signup success screen. The user is prompted to copy their unique Sandbox URL for future access.

1. On pressing continue, the signup is completed and the user is directed to the home page

2. <5 minutes after signup is complete, the user will receive an email with the URL to be used for future sign-ins to Sandbox:

User Sign In

Context: Previously signed-up user, signing in for Sandbox

Description:

1. The user is prompted for an email address. Validation: The email address belongs to the Sandbox account

2. When the user requests OTP, they are directed to the below OTP input page:

The user receives an email as below:

Validation: The match between the sent and entered OTP is checked. If OTP is wrong, the error message is displayed as below:

1. Once the correct OTP is entered, the user is directed to the home page.

Home & Onboarding

Sandbox Home Screen

Context: After signing up for the sandbox, the user will land on the home screen. For a returning user, this will be the default landing page after signing in.

Users: First time user and returning user

Description:

1. Sandbox Home will have the following components.

1. Sandbox will have the following navigation menu:

Onboarding Stepper

Need: New users who have signed up for Sandbox require guidance on how to explore its features. The Onboarding Stepper provides users with a possible journey they can take to experience Sandbox’s key use cases.

Context: The Onboarding Stepper is designed at an account level. The stepper would be presented when the home screen is accessed for the first time by the user. On subsequent visits to the home screen, the Onboarding Stepper can be expanded using the arrow button. The Stepper ceases to be visible when all the steps are completed.

Description:

1. The user lands on the home screen.

   • If this is the first time the user lands on the screen, the expanded stepper is displayed

   • If the user is returning to the home screen, the stepper is minimized but can be expanded by clicking “<”.

2. The user clicks on the CTA button and is redirected to the corresponding page as described in the table below.

3. Once the task(s) mentioned in the table below in a particular step is completed, the corresponding CTA button is disabled, and a success message is shown as in the below table.

1. The user can return to the home screen and expand the stepper for next steps (if any)

2. Once all steps are completed, the stepper is no longer shown to the user.

Context:

A Sandbox user by default is given a root-tenant on the creation of an account. Tenant Management helps in creating and managing sub tenants (if-any) under this root tenant.

Since most services and data are linked to tenants in the DIGIT platform, it is essential to create the tenants (sub tenants) and specify which applications are using what Masters under which tenant.

In case any Master is not defined at the sub tenant level, as a fall back mechanism it should take default master configurations from the root tenant.

Tenant Management Intro Page (First-Time User)

Context: Users coming for the first time need to know what a tenant is and everything about it. Hence a textual/Visual description + a video. This same will also show up again in a full-screen slider popup when the user clicks on the help section.

Description:

1. First-time users will see the screen below.

2. The same content will be displayed for the second time onwards on click of the help button as long as the user is in the tenant management and related flows.

3. Once the user clicks on setup now, the user will get into the default screen of tenant management where she/he lands a second time onwards (Tenant and Sub tenant list)

4. Video can play inline. Default options such as volume change, full screen, and change resolution should be present.

Next Screen:

Create Tenant (Sub-Tenants)

Context: Users can create sub-tenants using this flow. For simple analogy and example in pb.amritsar, pb is a root tenant and Amritsar is a subtenant.

Description:

Note:

1. Each Valid and Active tenant will appear as a dropdown in the client interface for this organization/user.

Modify Tenant (Sub-Tenants)

Need: Users can change name, code, status or subtenants.

Description.

1. Clicking on the Modify icon against a tenant will open a popup to modify the tenant

2. Users can modify the following

3. Name

4. Description

5. Status (Active/Inactive)

   • Active - Allow Data Management, Show in the client interface login dropdown.

   • Inactive tenants - Don't show up anywhere.

6. A subtenant can also be deleted (archived) all data stored within that subtenant won't be retrievable by the user from the UI.

7. Root tenant following can be modified

   • Name- Yes

   • Code - No (system generated)

   • Description - Yes

   • Status - No (Since making this inactive will make all sub-tenants inactive and the user won't be able to do anything in the sandbox and client interface)

8. All modifications made will be applied instantly.

Account Management

Context: Module used to manage sandbox account. Includes

1. Personal Profile Management

2. User Management for Sandbox

3. Organisation Details

Note: This only supports adding/modifying the details/users of the organization who signed up for sandbox and not every employee/ individual/ citizen of the system.

Personal Profile

Context: Logged-in user to view/modify their personal and account details.

Description:

Organization Profile

Context:

Users can view/modify his/her organisation/sandbox account details.

Description:

1. Users clicking on Organisation on the left menu will land on the Organisation details page

2. The Organisation details page will already contain the name and Code collected during the signup

3. Clicking on modify fields will make the page editable

4. Users can modify the following fields mentioned in the table

5. Users can modify any of these and click save to make changes.

Logo Validations screen

Save Changes Screen

Manage Sandbox Users

Need: Helps the main user add/remove his team members to the sandbox account so they can help set up and manage applications.

Description:

Sandbox User Roles

Applications Management

Context:

Users will select applications that he/she wants to explore/try with.

Each DIGIT application has to be rolled out into the sandbox after proper onboarding, master data cleanup, and sample data addition is done.

Applications Landing Page and Workflow

Need: Users with access to Manage Applications can access application management card on home screen as well as on left menu.

Description:

1. Applications on DIGIT Sandbox will have to be rolled out sequentially after proper onboarding screens, QA, Master Data Management is set up.

2. For V1, we shall have Complaints Management and Campaigns Management as 2 applications on DIGIT Sandbox.

3. All applications will have a similar flow in the application management section.

4. Application cards will have a CTA - Either “Setup Now” or “View” depending on whether the masters have been configured or not.

1. For a first-time user, clicking on the CTA will open an Application Information page containing an introduction to the application.

   • For subsequent visits, the user will be directed to the Application Setup page directly.

   • The information page content can be viewed through the help button for return users.

1. Clicking on Setup Now (CTA) will take the user to the Applications Setup Page where specific details required to set up the application are shown.

The Application setup page will contain a table of masters with the below fields:

• Name - Name of the master

• Type - Specific Master, Common Master or Configuration

• Status - Not Done, Completed, Failed, In Progress

• Actions - Only edit possible

The Application Setup page will have 2 CTAs as described below:

Information Icon: On hovering/clicking it, the message “Click Here to activate/disable applications once all masters are configured successfully. Once an application is activated, it can be accessed through the client interface”.

2. If all the required masters/configurations are successfully setup, the user will see the “Activate” and “View Client Interface” CTAs on the Applications Setup Page.

   • On clicking the “Activate” CTA, the application is live and can be accessed through the client portal
3. Any Active application can be made inactive by coming to the specific applications landing page and choosing “Disable”.

Master Data Management

Context:

1. Users after selecting the applications he/she want to explore will land in the master data management section.

2. Users who come directly for Master Data Management will be asked to choose applications first, and then come to set up Master Data.

3. Each Application has a bunch of Master data and configurations to be set up. Only after all masters are set up, the application can be made live.

Needs:

1. Master Data to Application Mapping

2. Master Data cleanup - Localisations

3. Master Data UI Configurations - Which masters to show on UI and which to hide.

4. Default Data for all masters

5. Master Data Hierarchies - Priority of showing in Sandbox

6. Sample Data for all masters.

Data Management

Context: For each application that is enabled on the sandbox, there need to be specific Data masters that need to be enabled, filled and set up before the application can be made active. Below are list of activities. The attached excel has details.

1. Listing all Modules, Masters and Data attributes

2. Master Data to Application Mapping

3. Master Data cleanup - Localisations

4. Master Data UI Configurations - Which masters to show on UI and which to hide.

5. Default Data for all masters

6. Master Data Hierarchies - Priority of showing in Sandbox

7. Sample datas for all masters.

Sample Data

Note that when masters are successfully configured using default data, we can show a toast message showing “Sample Data Successfully Added”.

Auto Configuration of Default Masters

Context: In Sandbox, we propose users configure masters for the chosen application with a single click. The masters would be configured with default data.

Need: Configuration of masters one by one involves at least 20-30 clicks from the user for each application, even if default data is configured. This increases the time-to-trial of DIGIT products for the user, potentially resulting in drop-offs.

Description:

1. The user lands on the “Application Setup” page of the selected product as shown below:

1. On clicking “setup masters”, the user is prompted whether to auto-configure masters with default data as shown below. An alert is displayed “Please use default Data and Configurations for set up. You can come back and change anytime later”. Please note that previous configurations of masters used by this application will be overridden”.

1. If the user selects “Use Default Masters”,

   • All masters for the application (including those already configured and common masters) will be overridden with default data.

   • The masters' status in the table will be updated dynamically as each master is configured.

Refer to the below image for an example of the master configuration status

1. Once all the masters are successfully configured, the user can access the client interface by clicking the CTA as shown below.

Client Interface

Need: Using this section the user will be able to access the client’s interface.

Clients’s Interface

Need: Users after setting up the products, should be able to access the interface where set up is done to make real transactions.

Description:

Assumptions

• Users have a preliminary understanding of what DIGIT is and how it is used for improving public service delivery

• Sandbox will mainly be used as a web-based application

• The early adopters of Sandbox would be business users looking for a faster time to value DIGIT-based products

• Sandbox will initially be designed for an English-speaking audience

Open Questions

1. Do we need to show the Date/timestamp of tenant creation and who created it?

2. How many tenants are to show for the default case?

3. For how many days should the tenant/subtenants be kept active for the user/organization before automatically getting inactive?

Measurement Metrics

Over the next 2 quarters, we aim to track the following metrics to determine Sandbox’s impact:

We would like to initially see the figures which are associated with the above metrics before determining their success values.

Go-to-Market Strategy

1. One-one onboarding with Partner Webinars

2. One-one onboarding and feedback meetings with selected partners

3. Content & framework for Social Engagement

About Sandbox

DIGIT Sandbox provides a self-service platform to rapidly try out, build, test, and deploy scalable solutions leveraging DIGIT’s open-source technology stack.

Sandbox allows stakeholders to:

• Explore DIGIT products, modules, and offerings more quickly with Sandbox.

• Build new products and services in no time with DIGIT Sandbox.

• Deploy products and solutions built with DIGIT Sandbox easily.

Features

Sandbox offers multiple features as listed below:

• Complaints and campaign applications

• Guided onboarding flow

• Auto-configuration of master data with default values

• Client interface, accessible by both web and through mobile APKs

• Organization (Tenant) management

• Intuitive and easy-to-navigate GUI

• Live chat support

Section Overview

This documentation space contains all docs and information required to understand Sandbox, its key features, functional scope, and configuration details. Click on the links below to learn more about deploying, configuring, customizing, and using the Sandbox.

• Release Notes

• Functional Specifications

• Architecture

• Get Started

• Configure

Navigation Tips

• Click on the embedded links within the content to browse topic details.

• Use the contents links available on the right side of the screen to move to a specific heading.

• Find the list of related docs links at the bottom of each page to browse through additional product details.

Contact Us

DIGIT Sandbox For Streamlined User Experience

A sandbox in software engineering terminology is a secure, isolated environment designed for the execution and testing of software, programs, or code without impacting the broader system. This controlled virtual space enables developers to experiment with new ideas, features, or security measures, identifying and addressing potential issues before integrating changes into the primary system.

Inspired by this concept, DIGIT provides a hosted Sandbox environment that enables business users and developers to explore and build products, modules or features on the DIGIT platform with minimum effort and resources. By providing instant configurations, a user-friendly GUI and extensive documentation, Sandbox presents partners with an exceptional, self-serve user experience.

Objectives

DIGIT Sandbox aims to revolutionize how users engage with and leverage the DIGIT platform. By streamlining processes and removing barriers, Sandbox drastically reduces the time it takes to explore, configure, and build on DIGIT, transforming a traditionally complex and time-consuming process into a user-friendly, self-serve experience.

Specifically, Sandbox aims to:

• Empower users through self-service: Enable partners to independently explore and build on the platform without relying on external assistance.

• Accelerate development: Provide a pre-built, stable environment that eliminates setup time and allows users to focus on innovation.

• Simplify deployment: Remove the burden of hosting DIGIT instances by pre-deploying them in the cloud.

• Increase ease of use: Simplify configuration through intuitive, GUI-based tools.

Strategy

Sandbox presents a self-deployed environment for users to interact with DIGIT products without bearing infrastructure and personnel costs. With an intuitive GUI and extensive documentation, Sandbox eliminates user barriers, enabling even beginners to utilize DIGIT products.

Sandbox users can configure and start using DIGIT products through a simple 3-step process:

To ease navigation for new users, Sandbox also contains an onboarding video and a stepper.

In addition to the above, Sandbox provides tenant (organization) management. Users can set up a tenant hierarchy to segment configurations and data among different organizations. Hence, several tenants can use a single Sandbox instance.

Value Propositions

Gateway to monetizing DIGIT for tech partners/business users

• Business users can customize and demo DIGIT products to clients without having to develop the capabilities to host their DIGIT instance.

• Time to value for DIGIT-based projects is greatly reduced through a completely self-serve Sandbox experience

• Business users can experiment with DIGIT products to discover new business use cases at no cost

• Sandbox's simple GUI ensures that even users without a technical background can utilize DIGIT products.

Digital governance partner for governments

• Governments can identify products which solve the pain points they encounter, and collaborate with market players to implement them.

• Sandbox's tenant hierarchy feature allows flexible data and configuration sharing between different levels of government.

• Governments can explore DIGIT product experience for multiple user roles, such as campaign organizer, field worker, etc.

Productivity tool for developers

• Developers can directly configure DIGIT products through a simple GUI instead of having to create JSON files and invoke APIs.

• Infrastructure costs and DevOps involvement to setup their DIGIT instances are avoided and developers can instead focus on leveraging DIGIT APIs to generate value

Partner Workflow

Overview

Complaints is an application designed to file, assign, and resolve issues with enhanced transparency for all stakeholders. While traditionally adopted by governments worldwide for public grievance redressal, complaints can be used for various cases and at multiple scales. You can view the full complaint documentation .

Key Features

Complaints offer the following functionalities:

• Filing a complaint (both through employee and citizen interface)

• Viewing and filtering the list of filed complaints

• Assigning a complaint to a user ('employee')

• Resolving a complaint

• Rating a complaint

• Viewing a dashboard with a graphical summary of complaints and statistics

Before proceeding with the complaints application make sure to create employees and map it to specified roles. to create and manage employees.

User Roles

The list of roles and corresponding actions each role can perform is listed below:

Using Complaints

Sandbox V1

Enhancements

Demo Environment

Workbench v1.1

Configurations

Applications

Academy

DevOps

DIGIT Developer Console

Developer Studio

DIGIT Cloud

Data Management

The Complaints product is used for public grievance redressal by Urban Local Bodies globally. Using the citizen portal, citizens can lodge and track complaints till resolution.

Your Sandbox account provides you with a citizen portal to explore the experience a citizen would have when filing a complaint. To access the citizen portal, click the citizen portal link on the right panel. The portal will open in a new tab.

Through the citizen portal, a user can do the following:

• File a complaint

• View complaint status

• Rate complaint resolution

• Reopen complaint

Unlike the Sandbox account, the citizen portal requires users to self-register via their mobile numbers.

Complaint status for rating: Resolved

1. View the list of filed complaints as described above.

2. Select the complaint that you want to rate.

3. A summary of the complaint details and timeline will be displayed.

4. Complaints whose status is resolved but have not yet been rated will have a 'rate' option next to them.

5. Click the rate option - you will be directed to a screen where you can provide rating and feedback.

Overview

Authentication is a process that verifies the identity of a user before granting access to a system. It ensures that only authorized users can access specific resources and perform actions. There are various authentication methods, each providing different levels of security and user experience.

Authentication Methods

Password-Based Authentication

• Description: The most common authentication method where users provide a username and password to access the system.

• Implementation:

  • Password Storage: Use secure hashing algorithms (e.g., bcrypt, Argon2) to store passwords.

  • Password Policies: Enforce policies for password complexity, length, expiration, and reuse prevention.

  • Login Process: Users enter their credentials, which are verified against the stored hashed password.

• Advantages: Simple and widely understood by users.

• Disadvantages: Susceptible to brute force attacks, phishing, and poor password practices.

One-Time Password (OTP) Authentication

• Description: An additional security layer where a one-time password is sent to the user’s email or phone, which must be entered along with the primary password.

• Implementation:

  • OTP Generation: Generate a unique, time-limited code using algorithms like TOTP (Time-Based One-Time Password) or HOTP (HMAC-Based One-Time Password).

  • OTP Delivery: Send the OTP to the user’s registered email or phone via SMS.

  • Verification: Users enter the OTP, which is validated by the system.

• Advantages: Adds a second layer of security beyond the password.

• Disadvantages: Dependence on email/SMS delivery and potential for interception.

Two-Factor Authentication (2FA)

• Description: Combines two different authentication methods, typically a password and an OTP.

• Implementation:

  • Primary Authentication: The user enters their password.

  • Secondary Authentication: The user enters an OTP received via email, SMS, or generated by an authenticator app.

  • Verification: Both the password and OTP must be correct for access.

• Advantages: Significantly increases security by requiring two independent forms of verification.

• Disadvantages: More complex user experience and requires additional setup.

Single Sign-On (SSO)

• Description: Allows users to log in once and access multiple related systems without needing to log in again for each system.

• Implementation:

  • Identity Provider (IdP): Set up an IdP that authenticates the user.

  • Service Providers (SPs): Configure SPs to trust the IDP for authentication.

  • SSO Protocols: Use standard protocols like SAML (Security Assertion Markup Language), OAuth, or OpenID Connect.

  • Session Management: Manage user sessions across multiple systems seamlessly.

• Advantages: Improves user experience by reducing the number of login prompts and centralizing authentication.

• Disadvantages: If the IDP is compromised, all connected systems are at risk

Configuring Authentication Methods At Tenant Level

Authentication methods can be configured at the root tenant level to provide flexibility and security tailored to different organizational needs. Each root tenant can decide which authentication methods are available for their users.

Tenant-Level Configuration

• Default Login Type: The tenant admin can configure a default login type for all users within the tenant.

• Enable User-Based Login Configuration: If enabled, users can choose or change their login type from the available methods configured by the tenant.

• Disable User-Based Login Configuration: If disabled, the login type will be strictly enforced based on the tenant's default settings.

Example Scenarios

Scenario 1: Default Password-Based Authentication

• Tenant: Punjab

• Default Login Type: Password

• User-Based Login Configuration: Disabled

• Outcome: All users in Acme Corp must use password-based authentication. They cannot choose or change their login method.

Scenario 2: User Choice Between Password and OTP

• Tenant: Karnataka

• Default Login Type: Password

• User-Based Login Configuration: Enabled

• Available Login Methods: Password, OTP

• Outcome: Users in Beta Inc. can choose between password and OTP for logging in. The choice can be updated based on user preference.

Scenario 3: Enforced 2FA

• Tenant: Maharashtra

• Default Login Type: 2FA (Password + OTP)

• User-Based Login Configuration: Disabled

• Outcome: All users in Gamma Ltd. must use 2FA, combining password and OTP. Users have no option to change this setting.

Complaint status to reopen: Resolved

A complaint can be reopened if the resolution is unsatisfactory. To reopen a complaint,

1. Navigate to the list of filed complaints and select the complaint to reopen.

2. If the complaint has been resolved fewer than 5 days back and not yet rated, the option to reopen the complaint will be visible.

3. Reopened complaints will again go over the same process as newly filed complaints.

Register

To begin using Sandbox -

1. Navigate to the url - https://digit-lts.digit.org/sandbox-ui/user/sign-up

1. Enter your Email Address and Organisation/Account Name. Select the box for By clicking, I accept the Privacy Policy. Click on the Sign Up button.

2. You will receive an OTP on the given email address. Enter OTP.

1. The system configures the setup of an instance for you. Once the instance is configured, the system displays your Sandbox URL. Copy URL. Click on Continue.

1. The system displays the Sandbox landing page. Scroll down for information on what is Sandbox and what activities you can do on Sandbox. Click on the Continue button to proceed.

Login

Enter the URL created by the system for your Sandbox instance at the time of registering. Enter the registered Email Address. Check mark the box for By clicking, I accept the Privacy Policy option.

Click on Continue. Enter the OTP received on your registered email address. Click on Confirm. You are logged in.

Click on the Home button on the left panel to begin exploring the Sandbox.

Edit Profile

Click on the user profile icon available on the top right corner of the page. Click on the Edit Profile option.

You can edit your user Name and Mobile Number. Add details like Gender, City and a profile photo to personalise your account. Note that the Email Address cannot be changed. Click on Save once you have made the required changes.

Logout

Click on the user profile icon available on the top right corner of the page. Click on the Logout option.

Click on Yes, Logout to confirm. You are logged out of the Sandbox.

To file a complaint -

1. Navigate to the home page of the citizen user. Click on File a Complaint.

1. Select Complaint Type from the given options. Click Next. If your complaint does not match any of the categories given in the list, select Others.

1. Choose Complaint Sub-Type from the list given for the selected complaint type. Click Next.

1. Provide the location details to Pin Complaint Location. Click Next. Click Skip and Continue if you are unable to pin the complaint location.

1. Enter the Pincode. Click Next. Click Skip and continue if you do not know the pincode for the complaint location.

1. Select the applicable City and the Locality/Mohalla to identify the location of the complaint. The list of localities is determined by the boundary master. Click Next.

1. Provide a Landmark for easy identification of the complaint spot. Click Next. Click Skip and continue if you are unable to provide a landmark.

1. Click on the camera icon to Upload complaint photos as evidence. Click Next. Click Skip and continue to proceed without the photos.

1. Provide additional details in the given box in the context of the complaint. Click Next.

1. Your complaint has been submitted. Make a note of the complaint number for future reference. Click on Go back to home page button to navigate to the landing page.

Overview

This page details the functional and technical requirements for managing accounts/tenants, users, tokens (JWT), and handling authentication and authorization within the system. The goal is to standardize APIs, unbundle CITIZEN information from authentication and authorization (Auth&Auth), and replace user types with predefined roles.

Features & Scope

The system includes features such as

• multitenant support

• tenant creation/update/search

• tenant-level authorization

• data isolation, and configuration options for administrators

The Account/Tenant Management system will facilitate the creation, updating, and searching of tenants/accounts within the application. It will enforce tenant-level authorization to ensure data isolation and security. Configuration options will allow administrators to configure tenant-level details like login type, and data isolation approach.

Click on the below link to learn more about Tenants -

Functional Requirements

Tenant Management

Create Tenant:

Develop an API to allow the creation of new tenants. This API should accept necessary tenant details such as tenant name and contact information.

Input:

Output: Confirmation message upon successful creation.

1. Send the OTP to the email address

2. Verify OTP

3. On successful verification create a super user for the tenant

4. Send the super user credentials to the registered email

Activate Account And Admin User:

After a user registers in the sandbox, a mail will be sent to the user to verify his email address. Once the user clicks on the link sent in the mail, the email address will be marked as verified and the user will be redirected to the Set Password page.

Open Questions:

1. Should we have an approval process to activate a newly created tenant? Or we can allow self-approval on successful email verification

Update Tenant

• Description: Ability to update existing tenant information.

• Input: Tenant ID and updated details.

• Output: Confirmation message upon successful update.

Search Tenants

• Description: Ability to search for tenants based on criteria.

• Input: Search parameters (name, code).

• Output: List of matching tenants.

Multi-tenancy

Data Isolation

Ensure data isolation between tenants to prevent unauthorized access.

Isolated Database Instances for Tenant Data:

This approach provides strong data isolation and independence between tenants. It is suitable when tenants require strict data segregation, has diverse infrastructure requirements, or when regulatory compliance demands it. Functionality:

• Provisioning: The client will provision the DB

• Configuration: The client will configure the DB details in the sandbox environment

• Connection Management: Manage database connections dynamically based on the tenant's context.

Pros:

• Strong Isolation: Provides robust isolation between tenants, minimizing the risk of data leakage or unauthorized access.

• Performance: Each database instance can be optimized independently for better performance.

Cons:

• Resource Overhead: Requires additional resources (memory, CPU, storage) to manage multiple database instances.

• Management Complexity: Administrators need to manage and monitor multiple databases, increasing operational overhead.

Tenant-Scoped Schemas within a Shared Database:

This approach strikes a balance between resource efficiency and data isolation. It is suitable for scenarios where tenants can share the same database infrastructure but still require some level of data segregation. It simplifies management compared to separate databases while providing better isolation than a single shared schema. Functionality:

• Schema Creation: Automatically create a new schema for each new tenant within the shared database.

• Schema Switching: Switch database connections to the appropriate schema based on the authenticated tenant's context.

Pros:

• Resource Efficiency: Utilizes a single database instance, reducing resource overhead compared to separate databases.

• Simplified Management: Centralized management of a single database instance simplifies administration tasks.

Cons:

• Limited Scalability: May face scalability challenges as the number of schemas grows within the shared database.

• Potential for Contention: Resource contention may occur if multiple tenants heavily utilize the shared database.

Unified Schema with Tenant-Tagged Data:

This approach optimizes resource utilization by sharing the same database schema among all tenants. It is suitable for applications where tenants have similar data access patterns and the ability to filter data based on tenant ID meets the requirements. While it simplifies management and scales well, it may introduce complexity in ensuring data isolation and may impact performance.

Configuration

Data Store Configuration

1. Default Data Scheme: Unified Schema with Tenant-Tagged Data (No config required the source details will get fetched from “Master Tenant”)

2. Schema Within Shared Datastore:

   • Configure schema name (Default schema name will be schema name)

   • Configure User Name

   • Configure Password

   • The connection URL will be fetched from the Master Tenant

3. Isolated Database:

   • Configure Connection Url

   • Configure Schema Name

   • Configure Username

   • Configure Password

Login Configuration

1. Allowed login types

   • Password

   • OTP

   • 2FA(Password+OTP)

   • Biometric

2. Login Expiry Time(in Sec)

3. Enable social login

4. Enable captcha

5. Password Policy

Sub Tenant

A root tenant admin can create sub-tenants using the Sub Tenant APIs

To log in as a citizen user -

1. Click on the second item on the Guide panel on the right side of the screen - How do I access the citizen and employee portals?

1. Click on the Citizen Portal link. The portal opens in a new tab.

1. Enter your Mobile Number. Click on Next. Note that currently only India mobile numbers (+91) are supported in the citizen portal.

1. Enter a User Name. Click on Next.

1. Enter the OTP received on the given mobile number. Click on Next. You are now logged in.

1. Enter your location in the Search bar and click to find the location. Select the given City. Click on Continue.

Overview

Authorization is the process of granting or denying access to resources and actions within a system based on a user's authenticated identity. Once a user has been authenticated, authorization determines what the user is allowed to do. It involves defining and enforcing rules that specify which users or roles can access specific resources or perform certain actions.

Role

Groups of permissions assigned to users. Roles simplify the management of user permissions by grouping related permissions. The below table shows the list of operations.

Input:

Action/Resource

Action refers to a specific operation that a user, process, or system can perform on a resource. Examples of actions include read, write, delete, update, execute, etc. While a resource represents the entities or objects that need to be protected. Resources can be files, databases, API endpoints, services, or any other assets that require controlled access. In DIGIT, resources are generally API endpoints.

Input:

Role-Action Mapping

Role-action mapping is the association between roles and actions, defining which actions are permitted for each role on specific resources. The mapping is required to provide Role Based Access Control(RBAC) functionality.

Input:

Define Roles & Permissions

Define the roles and their associated permissions:

• Property Admin: Has access to all property-related APIs (property/*).

• Property Creator: Has access only to create properties (property/_create).

• Property Updater: Has access only to update properties (property/_update).

• Property Searcher: Has access only to search properties (property/_search).

1. Click on My Complaints.

1. The list of complaints you filed is displayed on the screen. Click on the Open button to view the complaints' status and details.

1. Navigate to Complaints >> Complaints Inbox in the left panel.

1. Apply the search filters available in the Inbox screen to find a specific complaint. Complaints can be searched using the Complaint Number or Mobile Number. Alternatively, use the filters listed below:

   1. Assigned to me - view complaints assigned to the logged-in user

   2. Assigned to all - view complaints assigned to all employee users

   3. Complaint Subtype - filter complaints based on selected complaint subtype

   4. Locality - filter complaints based on selected locality

   5. Status - filter complaints based on the selected status of the complaint

1. Click on Complaints >> New Complaint on the left panel.

1. Enter the Complainant Details - Citizen Mobile No. and Citizen Name. Select the applicable Complaint Type and Complaint Subtype in the Complaint Details section.

1. Enter the Pincode, City, Locality/Mohalla and Landmark details in the Complaint Location segment. Enter any Additional Details in the box to provide specific information.

1. Click on File Complaint to submit the complaint.

1. View complaints to find the list of complaints. Click on the applicable complaint number to open the complaint.

1. Scroll down to view the complaint details. Click on Take Action. Enter any Comments and click on Choose File to upload supporting documents in context. Click on Resolve.

1. You can reassign if the complaint needs further processing from another department/unit. Click on the Reassign option to reassign the complaint to another employee.

The Complaints require the configuration of master data, which is a means of fine-tuning product behaviour. Sandbox configures master data with default values as soon as you finish signing up. This means that Complaints is ready for use immediately.

The Complaints module requires the below masters:

1. Navigate to Complaints >> Configure in the left panel. Click on Edit Master.

1. Click on the edit icon in the Actions column for the applicable Master Name.

1. Click on Add Master Data to add to the selected master data list.

1. Add the master data details as required. Toggle the Active button to True or False as required. Click on the Add data button to append the details to the database. Click on the Bulk Upload button to upload the master data from a file.

1. Navigate to Employee Management >> Create Employee on the left panel.

1. Fill in the employee details on the form. Refer to the table below for input reference details.

1. Click on Submit to create the employee record. Click on Go back to home page button to navigate to the home page. Refer to the Role-Action Mapping table for details on assigned roles and permissions linked to each role.

Role-Action Mapping

Below is a list of roles that an employee can be assigned, along with the permissions associated with the role:

Default Employees

To save a Sandbox user the trouble of creating employees, the module has 2 employee roles pre-created for you to use.

1. View complaints to find the list of complaints. Click on the applicable complaint number to open the complaint.

1. Scroll down to view the complaint details. Click on Take Action. Select Assign Complaint to assign the complaint for further processing.

1. Select the Employee Name for assigning the work on the complaint. Add any Comments if required. Use the Choose File option to upload any supporting documents in context to the complaint. Click on Assign.

1. Complaints can be rejected if the assigning officer finds some discrepancy or errors in the filed complaint. Enter any Comments in the box and click on the Choose File button to upload supporting documents in context, if required. Click on Reject.

Navigate to Employee Management >> Search Employee option on the side left panel.

Use the search filters on the search page to find specific employees. The available filters include:

1. ULB

2. Department

3. Role

4. Employment Status

5. Name

6. Mobile number

7. Employee ID

Sandbox Overview & Onboarding

Complaints

File Complaints

Process Complaints

Employee Management

Employee Portal

Create Employee

Search Employee

Configuration

Product Configuration

Complaints Configuration

Customisation

(Coming soon)

Overview

Employee Management (EM) creates users who can access and use DIGIT applications. Traditionally used to add employees belonging to various urban local bodies, the module allows the creation of new users (employees), the assignment of roles to them, and the specification of their jurisdiction.

Why is Employee Management needed?

A Sandbox account creator is assigned a Superuser role by default, meaning that they can perform all actions associated with a particular application.

However, in real-life use cases of DIGIT applications, different roles are assigned to different users. For example, the person who assigns a complaint is likely to be different from the person who resolves it.

Hence, the employee management module allows a Sandbox user to View applications from the perspective of different stakeholders by allowing user creation and role assignment.

How does an employee view DIGIT products?

You can log in as an employee in the employee portal using the ID, which is an email address. You can obtain the ID from Search Employees in Employee Management.

Using Employee Management

Click on the below options to start using the Employee Management module.

Prior to use, the Employee Master requires the configuration of master data, which is a means of fine-tuning product behaviour. Sandbox configures master data with default values as soon as you finish signing up. This means that the employee master is ready for use immediately.

Below is the list of masters required by the Employee Management module:

Navigate to Employee Management >> Configure option in the left side panel.

Click on Edit Master.

Click on the edit icon specific to the master record that you want to edit.

Browse through the master data records. Click on the Add Master Data button to append to the master data record.

Enter the master data details and click on Add Data to add the record to the database. Click on the Bulk Upload button to upload records in bulk from a CSV or XLS file.

The master data is appended to the Employee Master database.

Edit Employee

and click on the Employee ID to modify details.

Scroll down to the Take Action button. Click on Edit Employee to make changes.

Make the required changes and click on Submit to save the details.

Deactivate Employee

Click on the Deactivate Employee option to deactivate an active employee.

Select the Reason for Deactivation. Enter Order No., if applicable. The Effective Date for deactivation will be the current date by default. Click on the Choose File button to upload any supporting documents. Enter any Remarks. Click Deactivate Employee.

to find out how to log in as an employee.

API Specs

Web Sequence Diagram

API Flow With Keycloak: