PGR Workflows

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.