# PGR User Manual

The Public Grievance Redressal or the PGR is a standardized solution offering on the DIGIT platform to register and redress citizen grievances. It provides a transparent and trackable mechanism to solve public grievances by inducing responsive administration. PGR enables the citizens to file complaints using various channels and helps the municipal employees to resolve them timely.

## Key Features

* Citizens can lodge complaints, track, reopen and rate complaints through the web portal or the mobile application.
* ULB employees too can use the web or mobile interface to comment, forward, assign, verify, share, and resolve citizen complaints.

## User Roles

Refer to the table below to understand the different user roles and the scope of action linked to each role. The manual provides a detailed description of how to use the system for each role.

| User Role                              | Scope of Action                                                                                 | Role Description                                                              |
| -------------------------------------- | ----------------------------------------------------------------------------------------------- | ----------------------------------------------------------------------------- |
| Citizens                               | <p>File Complaints</p><p>Track Complaints</p><p>Rate Complaints</p><p>Reopen Complaints<br></p> | Individuals and society groups/communities                                    |
| Customer Service Representatives (CSR) | <p>File Complaints</p><p>Track Complaints</p><p>Reopen Complaints<br></p>                       | Counter employees who assist citizens and register complaints on their behalf |
| Grievance Routing Officer (GRO)        | <p>Assign Complaints to FME</p><p>Rejects Complaints<br></p>                                    | ULB officers who assign complaints to concerned employees                     |
| First Mile Employee (FME)              | <p>Resolve Complaints</p><p>Share Complaints - Whatsapp/SMS</p><p>Request Re-assign<br></p>     | Employees who work on assigned complaints                                     |

## Using PGR

This section guides you through the details of using the PGR module for each role. Click on the relevant role below to learn more about how to use the PGR system.

* [Citizens](/local-governance/v2.7/products/modules/public-grievances-and-redressal/pgr-user-manual/citizen-user-manual.md)
* [CSR](/local-governance/v2.7/products/modules/public-grievances-and-redressal/pgr-user-manual/employee-user-manual.md)
* [GRO](/local-governance/v2.7/products/modules/public-grievances-and-redressal/pgr-user-manual/employee-user-manual.md#gro)
* [FME](/local-governance/v2.7/products/modules/public-grievances-and-redressal/pgr-user-manual/employee-user-manual.md#fme)

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