Citizen Complaint Resolution System 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, or approving an application or grant 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. PGR workflows cater to the evolving requirements as we introduce new features in PGR like escalation and routing. These features are also useful in other modules like Trade License and Fire NoC.

Intended Audience & Objectives

This document is meant for the Tech team to understand the requirements of workflows in PGR. And to conclude whether it is possible to fulfil the requirement of workflow through the workflow service available at eGov.

Workflow Specifics

1. Role-Action Mapping:

   • Citizen- Submit a complaint, Re-open a complaint, Rate (not a workflow feature)

   • CSR- Submit a complaint, Re-open the complaint

   • GRO- Reject Complaint, Assign complaint

   • LME- Request for Re-assign, Resolve complain

2. Actions and their Meaning

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 re-submit the complaint and it will go through the workflow
3	Reject Complaint	This action will reject the complaint and then gives the option to citizen/CSR to RE-OPEN within 5 days
4	Assign complaint	This action will help GRO/DGRO to assign the complaint to last mile employee (LME) by giving them LME list to choose from
5	Request for Re-assign	This action will send back complaint to GRO/DGRO for reassignment
6	Resolve complaint	This action resolves the complaint then gives the option to citizen/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

1. Workflow:

*Green colour depicts the ideal workflow for the public grievance management process

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. Employee Inbox UI: Web and Mobile

2. SLA: configuration at ULB level

Other Features and Functionalities in PGR

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