Introduction

DIGIT Public Grievance Redressal system abbreviated as PGR is a mechanism commonly used to receive and act on complaints or grievances reported by residents of a city/ ULB enabling prompt actions on any issue raised by them and to avail services more effectively.

Module Features

DIGIT PGR offers a variety of features to make complaint lodging and redressal easy for residents and employees of a ULB. A list of standard features is given below.

1. Web and mobile interface to lodge, track, reopen and update feedback on the complaint made by the citizen.

2. Web and mobile interface to comment, forward, and close complaints by the ULB employees.

Module Ontology

State Level

1. ​Grievance Type​

2. ​Grievance Subtype​

ULB Level

1. ​Routing Matrix

2. Escalation Matrix​

Module Reports

None

Introduction

Routing of the grievance is defined as assigning the grievance to the last mile employee from a ULB who has been designated with the responsibility to address it within the stipulated time frame. Assigning a grievance to an employee is role-based.

Data Table

No data is required here to configure the routing matrix. It is simple UI-based user-role mapping in the system.

Procedure

Not applicable.

Checklist

Not applicable.

Attachments

Not applicable.

Introduction

A grievance is a formal complaint submitted to a ULB. Something wrong or something believed to cause distress in services provided by the ULB is considered as grounds for complaint. Grievances that are closely associated with ULB’s functions classified into different buckets, that different sections of ULB deal with are known as grievance types.

Data Table

The data given in the table is sample data.

Procedure

Data Definition

Step to fill data

1. Download the data template attached to this page.

2. Have it open and go through all the headers and understand the meaning of them by referring 'Data Definition' section.

3. Make sure all the headers, its data type, field size and its definition/ description is understood properly. In case of any doubt, please reach out to the person who has shared this document with you to discuss the same and clear out the doubts.

4. Identify all different types of grievances on the basis of ULB’s functions.

5. Start filling the data starting from serial no. and complete a record at once. repeat this exercise until the entire data is filled into a template.

6. Verify the data once again by going through the checklist and taking care of each and every point mentioned in the checklist.

Checklist

The checklist is a set of activities to be performed once the data is filled into a template to ensure data type, size, and format of data is as per the expectation. These activities have been divided into 2 groups as given below.

Common Checklist

This checklist covers all the activities which are common across the entities.

To see a common checklist refer to the page Checklist consisting of all the activities which are to be followed to ensure completeness and quality of data.

Entity Specific Checklist

This checklist covers the activities which are specific to the entity.

Attachments

Introduction

The grievance sub-type defines the second level of classification of grievances which are related to ULB’s functions and adds detail to a grievance type.

Data Table

The data table below represents the structure of the template and given here to explain the template in detail.

The data given in the table is sample data.

Procedure

Data Definition

Steps to fill data

1. Download the data template attached to this page.

2. Have it open and go through all the headers and understand the meaning of them by referring 'Data Definition' section.

3. Make sure all the headers, its data type, field size and its definition/ description is understood properly. In case of any doubt, please reach out to the person who has shared this document with you to discuss the same and clear out the doubts.

4. Identify all different subtypes of grievances on the basis of ULB’s functions and grievance types.

5. Start filling the data starting from serial no. and complete a record at once. repeat this exercise until the entire data is filled into a template.

6. Verify the data once again by going through the checklist and taking care of each and every checklist point/ activity mentioned in the checklist.

Checklist

The checklist is a set of activities to be performed after the data is filled into a template to ensure data type, size, and format of data is as per the expectation. These activities have been divided into 2 groups as given below.

Common Checklist

This checklist covers all the activities which are common across the entities.

Entity Specific Checklist

This checklist covers the activities which are specific to the entity.

Attachments

Introduction

Escalation of a grievance is about updating the non-redressal of grievance to the next level officer in the escalation level while still, the responsibility of resolving the grievance lies with the last mile employee who has received the grievance at first. The escalation matrix is defined based on the levels of escalations and the SLAs defined at each and every level.

Data Table

This feature is in the plan to be developed.

Procedure

This feature is in the plan to be developed.

Checklist

This feature is in the plan to be developed.

Attachments

This feature is in the plan to be developed.