Versions Compared

Old Version 1

changes.mady.by.user Mrinalika Akula

Saved on

compared with

New Version 2

changes.mady.by.user Mrinalika Akula

Saved on

Key

  • This line was added.
  • This line was removed.
  • Formatting was changed.


VersionV1.2
Date10-Sep-2019


Overview


ProductPublic Grievance Redressal ( PGR)


PGR  is a standardized solution offering on 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 the complaints using various channels and helps the municipal employees to resolve them in a timebound manner.


Highlights


  • Provision for the additional role of state CSR for addressing Public Grievances
  • Display the exact count of complaints assigned to an employee and the count of displayed complaints

Release Features

Product NameKey FeatureDescriptionPGRSupport for New Role- State CSR The Grievance Counter is one of the channels through which citizens can file a complaint in person or through a telephone. There could be different types of counters both at ULB level or at State level. For example, CM helpline, local government-related helplines, etc. The first version of PGR has provision for ULB level counter where the
  • employee
(ULB CSR) can file complaints on behalf of the citizen. The current enhancement has provision for the additional role of state-level CSR who can file complaints or track status on behalf of citizens from anywhere in the state. This is irrespective of ULB where the CSR is registered. This provides a central monitoring capability to the State level CSR as well as improves the responsiveness by cutting down the time to redress a complaint.This feature focuses on showing the exact count of complaints the GRO (Grievance Redressal Officer)  or LME (Last-Mile Employee)  has in their Inbox. The GRO will have the visibility to all unassigned
  • and
assigned complaints. The LME will know
  • the
exact count of open complaints against his name.  The initial version has only a
  • count
of complaints in GRO/LME Inbox which are displayed to that employee. Also, it had a restriction on the number
  • of
complaint records
  • displayed
, which was fixed at 200. This enhancement helps the GRO/LME to have a correct estimate of the work.

Image Removed

RolesDescriptionState CSR 
  • An employee having role State CSR will be able to file a complaint in any city (which is live on the system) on behalf of the citizen.
    • The state CSR will be able to able to search
    • complaints
    in all ULB and track the status of complaint if enquired by a citizen on the basis of complaint number or mobile number.
  • The state CSR will have access to state-level reports to review the performance across ULBs.
    • User ActionDescription