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.

About PGR

DIGIT-Public Grievance & Redressal (PGR) is a web and mobile-enabled system designed to register and resolve public grievances. The seamless interface enables citizens to submit their grievances anytime and from anywhere. The complaints are routed to the concerned municipal departments and employees who work towards resolving the issues within a specified time limit. This digitized and easily configurable platform facilitates speedy and efficient resolution of civic complaints while providing the local urban bodies with an intuitive system that categorizes issues and helps them to initiate corrective actions, without any delay.

Key Features

• Efficient public grievance redressal mechanism

• Simple user registration and login system

• Simplified complaint and sub complaint selection options

• GIS location mapping

• Easy complaint status tracking options

• Interactive dashboards

• Auto-escalations and SLAs

Section Overview

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

• Functional Specifications

• PGR Roadmap

• PGR User Manual

• Product Brochure

• PGR Workflows

• Master Data Configuration Template

• PGR Service Configuration

• Implementation Handbook

• Demo Script

Contact Us

Reach out to us through any of the below-mentioned contact channels for any assistance or additional information on PGR module deployment.

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

The PGR module is an application that allows citizens to lodge complaints and track them. Employees track and address the grievances registered in the system to ensure speedy resolution. The platform is available for use in both mediums as a web and mobile app.

Functional Scope

The list below summarizes the key features supported by the PGR module -

1. Registration, Login and Creation of User Profile

2. Lodging a Complaint

3. Assigning a Complaint

4. Resolving a Complaint

5. Manage Complaints

6. Track Complaints

7. Dashboards and Reports

8. General Features

Registration, Login & Creation of User Profile

Lodging Complaint

The Citizen or Citizen Service Representative (CSR) on behalf of citizens can lodge, civic works related complaints in the PGR system. Users can also upload associated or relevant pictures with the complaint. For identifying the location of the complaint, the user can provide city, mohalla, house no. and other details or even select the location using maps. After filing the complaint a complaint number is generated.

Assigning Complaint

The assigning officer has a dashboard with unassigned complaints. Any complaint can be selected to view details and expected closure timelines. The assigning officer can select and assign complaints to appropriate Employee from a department-wise list. A complaint can also be re-assigned if it is assigned incorrectly or for any other reason.

Resolving Complaint

The Employee can view the complaints assigned to him on the dashboard with functionality to mark them for closure. An employee can view details and closure timelines of the complaints from a list. After resolving the complaint the Employee can upload pictures as evidence and also enter comments. With the help of the Share feature, complaints details can be shared via Whatsapp, SMS, email etc to contractors. If the citizen finds the resolution to be unsatisfactory, the complaint can be reopened. Citizens can also provide feedback and rate the resolution.

Managing Complaint

The employee has access to the dashboard of open complaints from which he can select a complaint to view details and closure timelines. An employee can also request to reassign the complaint by selecting a reason from the list. In that case, the request goes to assigning officer and the complaint can be reassigned to a different Employee. The system has different interfaces for Assigning officer, Employee and CSR. The assigning officer can view tabs that contain unassigned and assigned complaints which are received from the citizens. The assigning officer can also view open/ closed complaints and access PGR reports for all grievances. Employee’s interface contains open and closed complaints which are assigned to him. CSR can view/ search the list of all the complaints filed on citizen’s behalf. The system has the provision to search, sort and refresh the list of grievances.

Tracking Complaint

Dashboards & Reports

PGR Reports provide an operational bird’s eye view of the PGR system in the city. It enables city managers - commissioners, department heads, administrators at various levels to keep a track of the volume of complaints being received and the performance of the ULB and its employees in addressing them. Reports can be filtered based on date and also can be downloaded in pdf and xls formats.

General Features

DIGIT-Public Grievance Redressal (PGR) is a self-serve web and mobile-based, easy-to-use and configurable product for submission of grievances by the citizens from anywhere, anytime. For the speedy and efficient resolution of civic related complaints, DIGIT-PGR enables the citizens to report the issues in real-time and enables municipal employees with easy identification of the issues and helps them to initiate corrective actions, without any delay.

All content on this page by eGov Foundation is licensed under a Creative Commons Attribution 4.0 International License.

Workflow Overview

Workflows are a series of steps that moves 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 approve an application or grant a resource etc.

PGR 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 requirement of workflows in PGR. And to come at a conclusion whether it is possible to fulfil the requirement of workflow through workflow service available at eGov.

Workflow Specifics

1. Role-Action Mapping:

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

   2. CSR- Submit a complaint, Re-open complaint

   3. GRO- Reject Complaint, Assign complaint

   4. LME- Request for Re-assign, Resolve complain

2. Actions and their Meaning

1. Workflow:

*Green color shows the ideal process for workflow

1. Configuration:

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.

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.

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.

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

Objective

Welcome to the PGR product demo script. The key objective of the demo script is to walk users through the PGR module and highlight module capabilities and functions.

Module Overview

The Public Grievances & Redressal or the PGR module offers a comprehensive platform that automates the entire grievance submission and complaints resolution process. The PGR module streamlines the entire complaint resolution process right from the point of citizens registering their complaints to municipal authorities assigning the complaints to concerned employees and resolving these within defined SLAs.

Key Challenges Addressed

The module aims to address key challenges that include -

• Transparency: Citizens are now aware of the whereabouts of their respective complaints, eliminating apathy making all interactions visible and public.

• Accountability: The Application establishes accountability on the employees as the actions are assigned.

• Multi-Channel Access: Citizens are no longer restricted to an offline mode to lodge a grievance. They can now do so by various channels like web, mobile app and even WhatsApp.

User Benefits

Key benefits of using the PGR Application:

Flexi-Channel -

• The Grievance redressal system can be accessed through various channels such as web portals, mobile app and WhatsApp.

• Citizens can easily submit requests, and attach pictures and documents, saving time and making the process flexible.

Better Services -

• Citizens can track the complaint status using a unique tracking number. SMS notifications are sent to citizens with status updates

Improved Employee Efficiency -

• Employee app allows ULB staff to access complaints on the field without having to contact their office.

• It also allows them to update the status of the complaint from the field along with evidence of redressal.

Functional Demo

Citizen Complaint Registration

The PGR application digitises the complaints resolution process right from the time of registering complaints to its final resolution. Citizens can now register their complaints using the online portal or even the mobile app.

• The citizen fills in the complaint details in the register complaint screens on the app.

  • The app offers the citizen the scope to share the exact location of the complaint using location sharing services.

  • The citizen can also click pictures in context to the complaint and attach them as evidence.

  • The complaint is filed in few simple steps.

• Citizens receive automated notifications at each step of the complaint resolution process - this enables the citizen to track the status of their complaints easily.

• Citizens can log in to their accounts and check the live status of their complaints anytime.

• Citizens can rate and give their feedback on the resolved complaints.

• Citizens can also reopen complaints in case they are not satisfied with the resolution or if the problem still persists after resolution.

Employee Complaint Processing

Complaints registered by citizens are routed to concerned employees who assign them to respective field employees for immediate action.

• All complaints registered by citizens are routed to the inbox of the Grievance Redressal Officer (GRO). The GRO reviews these complaints and assigns them to respective Last Mile Employees (LME) for necessary action.

• The GRO can also reject complaints if they are found to be inaccurate or baseless.

• The LME can submit a request for reassigning complaints to other LMEs if required. In such cases, the complaints are routed back to the GRO inbox.

• The LME works on the complaints and marks the complaint status as resolved once the necessary action is taken.

Demo Use Case Scenarios

• File complaints as a citizen

• File complaints as an employee

• Assign or reject complaints as a Grievance Routing Officer (GRO)

• Resolve complaints as the Last Mile Employee (LME)

• Reassign complaints

• Reopen complaints as a citizen

• Rate complaints as a citizen

Refer to the PGR User Manual for step-by-step instructions on these use case scenarios.

Citizens represent individuals or communities who are the system end-users. The PGR module provides the citizens with the scope to file their complaints or grievances to initiate necessary action.

The Citizen role can -

• File complaints

• Track complaints

• Rate complaints

• Reopen complaints

File Complaints

The File Complaints option allows citizens to register their complaints.

To file complaints navigate to the Complaints Home page. Click on the File a Complaint tab on the screen. This will open the complaint form page.

Select the relevant Complaint Type and the Complaint Sub-Type from the drop-down list of options. Refer to the list of complaint types available in PGR.

Enter the Pincode to indicate the location of the complaint. Click on Skip and Continue to proceed in case you do not have the pincode details.

Select the City and the Locality/Mohalla from the drop-down list. Mohalla details are available for the selected city.

Enter a suitable Landmark to help reach the location easily.

Upload a photo as evidence. Use the camera icon to click pictures and upload them directly. Click on Skip and Continue if you do not want to upload any photos.

Enter any additional information if required.

The complaint is filed and submitted. Make a note of the complaint number.

View Complaints

My Complaints tab enables citizens to track the status of their complaints.

Go to the Home Page and click on My complaints.

The system displays all complaints filed by you or from your account and the corresponding status. Click on the Open button corresponding to any complaint to view the complaint details.

The complaint timeline displays the current status.

Enter any additional information about the complaint in the Comments section.

Rate Complaints

The PGR module enables the citizens to give their feedback on resolved complaints.

To rate resolved complaints navigate to the Complaints menu option. Click on the My Complaints tab.

Scroll down to the complaint you want to rate. You can rate only complaints marked as Closed. Scroll down to the Complaint Timeline section. Click on the Rate button on the timeline.

Click on the number of stars on the screen to rate the work on the complaint on five. Click on the most appropriate feedback statement to rate the work. Add any additional information in the Comments section. Click on the Submit button.

The system displays an acknowledgement for your ratings. Click on the Go back to home page button to navigate back to the home page.

Reopen Complaints

To reopen the complaint navigate to Complaints > My Complaints menu option. Click on the closed complaint that you want to reopen.

Scroll down to the Complaint Timeline section. Click on the Re-Open button on the timeline.

Select the appropriate reason for reopening the complaint. Click on the camera icon to upload any photos related to the complaint. Enter any additional information in the Provide Additional Details section. Click on the Reopen Complaint button once done.

The notification along with the complaint number is sent to your registered mobile number. You can track the complaint status using a mobile or web app. Click on the Go back to the home page button to navigate back to the home page.

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

All content on this page by eGov Foundation is licensed under a Creative Commons Attribution 4.0 International License.

CSR

Complaints can also be registered by ULB counter employees on behalf of the citizen.

The CSR or counter employees can perform the following actions on PGR -

1. File Complaints

2. Search or Track Complaints

3. Reopen Complaints

File Complaints

To file complaints on behalf of the citizen navigate to the Complaints Inbox and click on the New Complaint option. This will open the complaint form page.

Enter the Citizen Mobile Number and Citizen Name.

Select the Complaint Type and Complaint Sub Type from the drop-down list.

Enter the Pincode, City, Mohalla, and Landmark details to specify the complaint location.

Enter any Additional Details as required to provide more information about the complaint

Click on the File Complaint button.

The system displays the Complaint Registered Successfully message along with the Complaint No.

Search Complaints

Employees can search for specific complaints using the registered mobile number of citizens or by entering the last few digits of the complaint number.

Navigate to the homepage and click on the Inbox option to view the registered complaint. The employee inbox contains the list of complaints assigned to the logged-in employees for further action.

To search complaints navigate to the Complaints home page. Enter citizen Mobile No. Or, enter the last 6 digits of Complaint No.

Click on the Search button. You can also use the Filter By parameters in the left panel of the screen to narrow down your search. The available filters include Complaint SubType, Locality, and Status. The system retrieves and displays the matching records.

Reopen Complaints

To reopen the complaints navigate to Complaints > My Complaints menu option in the sidebar. Click on the closed complaint that you want to reopen. Scroll down to the Complaint Timeline section. Click on the Re-Open button on the timeline.

Select the appropriate reason for reopening the complaint. Click on the camera icon to upload any photos related to the complaint. Enter any additional information in the Comments section. Click on the Continue button once done.

The system displays an acknowledgement message stating the complaint is reopened. Click on the Go To Home button to navigate back to the home page.

GRO

The Grievance Routing Officer or GRO manages the complaints queue. The role ensures the complaints are routed to the appropriate employees for prompt action.

GROs can

1. Assign complaints

2. Re-Assign complaints

3. Share complaints

4. Reject complaints

5. Call citizens

6. Comment on complaints

Assign Complaints

Grievances filed by citizens are assigned to specific employees who are responsible for acting on and resolving the complaints.

To assign complaints, navigate to the Inbox and search for the complaints waiting to be assigned. Click on a complaint to open and view the complaint details.

To assign the complaint to any employee click on the Take Action button and click on Assign Complaint.

Select an LME who will attend to this complaint. Enter any additional comments or information as required. Upload any files in context to the complaint if required.

Click on the Assign button to assign the complaint.

The complaint is assigned to the selected employee.

Re-Assign Complaints

Assigned complaints can be re-assigned by the GRO depending on the situation and requirements. Or, Employees can request the GRO to reassign complaints due to various reasons.

The Complaint is re-assigned to the selected employee.

Share Complaints

GROs can share complaints with other department users based on the requirements.

To share complaints click on the complaint you want to share.

Click on the share icon in blue on the top right corner of the screen.

Select the appropriate channel. The system will redirect you to the selected channel interface. Select the person or list of people for sharing. Click on the Send button.

The complaint is shared with the selected recipients.

Reject Complaints

In certain cases, the GRO might reject registered complaints. This usually happens when the complaint is beyond the operational scope of the department or the complaint is invalid.

To reject complaints, navigate to the Inbox and search for the complaints waiting to be assigned. Click on a complaint to open and view the complaint details.

Click on the Take Action button and then click on the Reject Complaint option in case the complaint does not look valid or relevant.

Select a reason for rejection and add additional comments if any. Upload files to support the reason for the rejection. Click on the Reject button. The complaint is rejected.

FME

First Mile Employees or FMEs are responsible for acting on citizen complaints.

FMEs can -

1. Request Re-Assign

2. Mark Resolved

Request Re-Assign

FMEs work on the assigned complaints. In some cases, the FMEs may request complaints to be reassigned to some other employee.

To re-assign complaints Search for the complaint using the complaint number. Open the complaint assigned to you.

Click on the Take Action button and then click on Reassign option.

Click on the Reassign button to complete the request. Select the employee (GRO in this case) to send the complaint back in the assignment queue. Enter any Comments and upload files as evidence as required.

The complaint is redirected to the GRO Inbox for reassignment.

Resolve Complaints

Once the complaints are actioned on, the FME marks the issue as resolved. The complaint is closed subsequently.

To mark the complaint resolved, Search for the complaint using the complaint number. Or, the list of complaints assigned to the LME is available on the panel - click on the specific complaint

Click on the Take Action button and then click on Resolve. Enter any comments and upload files as evidence as required.

Click on the Resolved button to close the complaint. The complaint timeline is updated to Resolved. A notification is also sent to the citizen stating that the complaint is resolved.

The system will display an acknowledgement message. Click on the Go To Home button to navigate back to the home page.