Public Grievance

Redressal System
 Copyright

Copyr ight © 2015 eG overnments Foundat ion. All rights reser ved
worldwide.

This document contains proprietar y inf ormation of eGovernm ents

Foundation and has been pr ovided pursuant to an agreement
containing terms of its use. This document is also prot ected by Indian
and worldwide copyr ight laws.

No part of this document may be reproduced or distributed,

transcribed, stored in a retrieval system, translated into any spoken
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whatsoever without the prior written consent of eGovernments
Foundation.

No. 18/2A, 2nd Floor , Ambalipur a Village,

Sarjapur Main Road, Bellandu r Gate,
Bangalore - 560102

eGovernments is a tr ademark of eGovernments Foundat ion.

It is clarif ied that eGovernments Foundation retains t he right to

reproduce, distribut e or communicate the cont ents and/or subject
matter of this document in part or whole and in any manner or f orm, to
any ot her entit y of its choice, under the t erms that it so desir es. Such
act will not lead to the derogation of the rights of any ent it y involved .

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 Contents

About this Manual .................................................................................... 5

Con v en t ion s ................................ ................................................................ .......... 5
Fu rt h e r H el p ................................ ................................................................ ......... 6

Register ing and Signing in ........................................................................ 7

Hom e S cr e en o f PG R S ............................................................................................. 7
Cr eat in g an ac cou n t ............................................................................................... 8
Si gn in g in to th e Sy s te m ........................................................................................ 11
Cit iz en Por tal ................................ ................................................................ ...... 12

Register ing a Grievance .......................................................................... 14

Me th od s of R eg i st er in g Gr i e van c e s ................................................................ ....... 14
Re gi s te rin g a G ri e van c e wi th ou t S ign In ................................................................ . 14
Re gi s te rin g a G ri e van c e fro m C iti z en Po rta l ........................................................... 17
Vi e win g Gr i e van ce ............................................................................................... 20
Re gi s te rin g a G ri e van c e b y th e Mu n i cip a l Of f ic ia l ................................ ................... 22
Ch eck in g o f Gr i e van ce s tatu s b y C iti zen ................................................................ . 25

Redressing Grievances ........................................................................... 27

Hom e S cr e en for O f fi cia ls ................................................................ ..................... 29
Se ar ch in g fo r a Gr i e van ce ................................................................ ..................... 32
Mon i tor in g P en d in g G ri e van c es ................................................................ ............. 33
Act in g on th e Gri e va n c e s ................................................................ ...................... 34

Reports ................................................................................................. 37
Op e n in g R ep ort s ................................ ................................................................ .. 37
Ag ein g R ep or t ................................ ................................................................ ..... 38
Dri ll Do wn R ep o rt ................................ ................................................................ 41
Gr i e van c e Ty p e Wi s e R e p ort ................................................................ ................. 44

Administ ering PGRS ............................................................................... 46

Ma st er s ................................ ................................................................ .............. 46
Gr i e van c e Ty p e ................................ ................................................................ .... 47
Rou t er ................................ ................................................................ ................ 52
E s cala tio n Ti m e ................................ ................................................................ ... 59
Se ar ch E sc ala tio n Ti m e ......................................................................................... 62
Gr i e van c e Ca t ego ry .............................................................................................. 63
E s cala tio n ................................ ................................................................ ........... 67
De f in e E sc alat ion ................................ ................................................................ . 67
Vi e w E sc ala tio n ................................ ................................................................ ... 69

Index .................................................................................................... 71

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Page | 4
 About this Manual

Public Grievance Redressal System (PGRS) is f or citizens t o register

their grievances and get them redressed in a timely and transparent
manner. PG RS provides f eatures to t he of f icials to manage and
redress the grievances in an organized m anner.

Apart f rom the citizens, the f ollowing roles can use PGRS.

1. Grievance Off icer

2. Grievance Redressal Off icial
3. Admin Off icer
4. Grievance Routing Off icer

Note: Roles can be added/modif ied in PGRS as per the requirements

of the department.

Conventions

The f ollowing table desc ribes the convent ions used in this manual.

Note provides extra inf ormation about a

Note:
step or concept . Not es are cont ained in
grey boxes.

UI Element To describe screen elements such as

buttons, drop- down lists, the name of the
element is in bol d.

References All ref erences are in italics. Ref erence also

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 contain hyperlinks and help you to quickly
navigate to related content

Arrow ‘>’ notation describes the f low of

Navigat ion >
navigation in the application. For example,
the f ollowing navigat ion means “on the Left
Panel, Click Application and then click
Grievance Redressal.”

Left Panel > Application > Grievance

Redressal

Further Help

In case you need f urther help, please call +91 80 4125 5708 or send
an email to contact @egovernmen ts.org

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 Registering and Signing in

Home screen of PGRS enables off icials t o sign int o the system. It also
enables cit izens to register themselves and sign into the syst em f or
availing various ser vices online.

Home Screen of PGRS

Once you enter the correct URL in the int ernet browser, the Home
screen of PGRS ap pears, as shown in Figure 1.

Figure 1: Home page

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 Home Scr een consists of the f ollowing sections :

Create an account Enables cit izens to create an account to

register a grievance and to avail other
online ser vices .

Register a grievance Enables cit izens to register a grievance

direct ly f rom this opt ion, without creat ing an
account.

Check your Enables cit izens to check the status of their

grievance st atus registered grievances with the help of the
unique complaint number (CRN) .

Sign in Cit izens as well as Grievance of f icers can

sign in into PGRS using the Sign in section.

Creating an account

Cit izens need to create an account to receive the username and

password f or signing in.

1. To create an account , select Create an account option on the

Home Page.

Create an account page appears , as shown in Figure 2.

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Figure 2: Create an account

2. Enter all your personal det ails.

3. Select I’m not a robot CAPTCHA check box.

Captcha screen appears, as shown in Figure 3.

Captcha screen appears only if a thr eat is suspect ed, else

system will cont inue with the registration process.

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Figure 3: Captcha

4. Select relevant images as mentioned in Captcha, click Verify,

and then click Sign up.

OTP Activation page appears, as shown in Figur e 4.

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 F i g u r e 4 : O T P A c t i va t i o n

5. Enter Activation Code r eceived on your mobile or email and

click Activate.

A message appears on the page conf irming that you have

successf ully act ivat e d your portal account .

To sign into PGRS, you must use the login credent ials
entered while creat ing your account.

Signing into the System

You need to sign in bef ore you can start using the syst em. The Sign in
section in the Home Page is shown in Figure 5.

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 Figure 5: Signing into PGRS

To sign into PGRS, e nter username, password, and click Sign in.

Citizen Portal

Cit izen Portal enables citizens to sign int o the system and avail
var ious online ser vices provided by the m unicipalit y, including
grievance redressal.

Once a cit izen signs in, a Citizen Portal page appears, as shown in
Error! Ref erence source not found. .

Figure 6: Citizen Portal

The key f eatures of the cit izen’s portal ar e:

 Inbox
 My Account
 New Request

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Inbox

Inbox contains all the messages and updates related to the citizen ’s
requests. The status updates or actions t aken on the grievances can
be seen by the ci tizen here.

For example, if the Grievance is f or warded to some other department

or off icial f or processing, citizen is not if ied in the Inbox.

My Account

My Account contains all the requests made by the cit izen f or various
ser vices of f ered by Municipalit y .

New Request

New Request option pr ovides enables citizens to create diff erent types
of request s and view them, as shown in Figur e 7.

Figure 7 New Request

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 Registering a Grievance

Cit izens need to register their grievances in PGRS in order to get

them redressed quickly and in a transpar ent manner. PGRS provides
multiple ways to cit izen s to register their grievances.

Methods of Registering Grievances

Grievances can be r egistered in the f ollowing two ways:

1. Cit izens can directly register their grievances using the

Cit izen’s portal. For more details ref er Home Screen of
PGRS on page 7.
2. Cit izens can register a grievance by sign ing into the system.
For more details on Sign ing into PG RS, r ef er Signing into
the System on page 11.
3. Cit izens can submit t heir grievances to the grievance
off icials through an email, a phone call, or direct ly walk ing
into the municipalit y off ice . Grievance off icials can then
register the grievance in PG RS on behalf of the citizens .

Registering a Grievance without Sign In

A cit izen can create a grievance without r egistering or signing into

PGRS.

1. On the Home page, select Register a grievance.

A Create Grievance page appears, as shown in Figure 8.

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F i g u r e 8 : C r e a t e G r i e va n c e P a g e

2. In the Contact Information section, enter your Name, Mobile

Number, Email, and Address.

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3. In the Grievance Information section, select a Grievance Category
f rom the options provided.
4. Select a grievance t ype f rom the Grievance Type list.
5. Enter brief desc ript ion about the g rievance in Grievance Details
box.
6. Select Upload Photograph/Video to upload Photo or Video related
to the grievance.

If the photo is geo t agged and taken wit h “Locat ion ” option
ON in a mobile, the location is ident ified and shows the
address using Google maps.

7. In the Grievance Location box, e nter grievance location by

selecting on Map Icon . You can also directly enter t he

name of the locat ion.

As you type the first few letters in the location box, the
system automatically tries to complete the name from the
list of location names available in the system.

8. If a landmark is available near the location of the grievance,

enter its details in the Landmark box.

9. Select I’m not a robot check box, and click Create Grievance. A
View Grievance page appears, as shown in Figure 9.

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 F i g u r e 9 : V i e w G r i e va n c e

You ca n either pr int via View Grievance page or can note the Complaint
Registrat ion Number (CRN) on the page f or future reference.

Registering a Grievance from Citizen Portal

Cit izen Portal enables citizens to create diff erent types of requests
including creating and registering grievances. For more details ref er
Cit i zen Portal on page 12.

To register a grievance f rom citizen portal :

1. On the Cit izen Portal , select New Request.

Grievance Redressal page appears, as shown in Figure 10.

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F i g u r e 1 0 R e g i s t e r G r i e va n c e

2. Select Register a grievance. Create Grievance page appears, as

shown in Figure 11.

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Figure 11: Create Grievance

3. In the Grievance Information section, select a grievance

category f rom the Grievance Category list.
4. Select a grievance t ype f rom the Grievance Type list.
5. Enter brief descript ion about the grievance in Grievance Details
box.
6. Select Upload Photograph/Video to upload Photo or Video r elated
to the grievance.

If the photo is geo t agged and taken wit h “Locat ion ” option
ON in a mobile, then the location is identified and shows the
address using Google maps.

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 7. In the Grievance Location box, enter grievance location, by

selecting on Map Icon . You can also directly enter the

name of the locat ion.

As you type the first few letters in the location box, the
system automatically tries to complete the name from the
list of location names available in the system.

8. If a landmark is available near the grievance locat ion, enter

landmark details in the Landmark box. Same changes to be
done as indicated above
9. Click Create Grievance. A View Grievance page appears, as shown
in Figur e 9.

You can take p r int via View Grievance page or can note the Com plaint
Registrat ion Number (CRN) on the page f or future reference.

Viewing Grievance

A cit izen can view t he grievances f rom the View Grievance option on the
Cit izen Portal page . For more details, refer Cit i zen Portal on page 12.

To view a grievance:

1. Select View Grievance.

A Search Grievance pag e appears, as sh own in Figure 12.

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F i g u r e 1 2 : S e a r c h G r i e va n c e

1. To search f or a grievance, enter any of the details and click

Search.

The search results appear as shown in Figure 13.

Figure 13:Search Grievance

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Registering a Grievance by the Municipal Official

PGRS enable grievance redressal off icial s to register grievances on

behalf of the citizens. Citizens can convey their grievances to the
off icial through email, phone, or direct walk -in.

To register a grievance, p erf orm the f ollowing steps:

1. Open Create Grievance screen using the f ollowing navigation .

Left Panel > Applications > Grievance Redressal >

Grievance > Officials Register Grievance

A Create Grievance page appears, as shown in Figure 14.

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Figure 14: Create Grievance

2. In Contact Information section, select a Receiving Mode option,

depending on how t he grievance was received f rom the
citizen.

If you s elected the Receiving Mode as Manual, a new Receiving

Centre list appears, as shown in Figure 15.

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Figure 15: Create Grievance Manual

3. Select f rom the Receiving Center list the receiving center f rom
where the Grievance was received.
4. Enter the Name, Mobile Number, and Email of the citizen f rom
whom the complaint was received.
5. Enter all the other details as men t ioned in Register ing a
Grievance from Cit i zen Portal on page 17 .
6. Click Create Grievance.

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 After the grievance is created, the Complaint Registrati on
Number (CRN) is aut omatically sent to the citi zen via SMS
and email.

Checking of Grievance status by Citizen

PGRS enables c it izens to check the status of their grievances at any

time.

To check the grievance status:

On the Home Page, e nter Complaint Registration Number

(CRN) in the Check your grievance status box and click Search, as
shown in Figure 16.

F i g u r e 1 6 : G r i e va n c e s t a t u s

A Search Grievance pag e appears, as shown in Figure 17. The page

shows the status of the registered grievance.

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F i g u r e 1 7 : S e a r c h G r i e va n c e

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 Redressing Grievances

Once a grievance is registered, PGRS enable s the redr essal off icials
to monitor and redress the grievance. PG RS provides a transparent
and ef f icient mechanism to ensur e that public grievances are quickly
redressed and disposed.

Note: Grievance Officer or PGRS admin can create routing rules to

define a mapping bet ween the type of complaint and the redr essal
officer. For more details, refer Router on page 52.

Grievance of f icer s are responsible f or redressal of all grievances f or

which they are responsible. If a routing rule has not been def ined f or
any t ype of grievance, such grievances are automatically routed to the
inbox of the Grievance Off icer.

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The f ollowing diagram shows the overall process of redressing
citizen ’s grievances.

Com pl a int
R e gi st e r ed

Rout in g No Ass ig n ed to
rule
G ri e v a nc e Of f i c er
de f i ne d ?

Ye s

Ass ig n to No Re dr e ss
R e dr e ss a l O f fi c i al G ri e v a nc e ?

Ye s

Re dr e ss
th e co mp l a int

Com pl a int
c los e d

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Home Screen for Officials

Af ter signing into the system, the Home Screen appears, as shown in
Figure 18.

Figure 18: Home Screen for Officials

Home screen consist s of the f ollowing panels:

Lef t Panel Provides t wo opt ions – Applications and

Favour ites.

Applications enable you to carry out diff erent

tasks, view the repor ts and navigates
through the menu options of various
applications

You can mark any task or report as your

f avourit e. Once marked, the applicat ion or

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 reports shows up in Favourites f or quick
access.

Top Panel Enables you to view Worklist, Drafts, and

Notifications.

In addition, the Top Panel enables you to

update your prof ile.

Right Panel Shows Worklist, Drafts, and Notifications in List

View sorted chronologically with most
recent on top.

Worklist conta ins all t he tasks that are

pending reviews or approval.

Drafts cont ain the tasks that are under

process and not yet ready f or f orwar d
submission.

Notif icat ion contain t he tasks with any

changes occurred

The icon on the right of each row

enables you to view histor y of each task.

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From the Applications you can drill down to diff erent options of PGRS,
as shown in Figure 19.

F i g u r e 1 9 : N a vi g a t i o n P a n e

Grievance Redressing Options

To view the grievance redress al options, click Grievance on Grievance

Redressal pane, as shown in Figur e 19.

A Grievance pane appears, as shown in Figure 20.

F i g u r e 2 0 : G r i e va n c e P a n e

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Searching for a Grievance

To search f or a grievance:

1. Open Search Grievance screen, using the f ollowing navigation.

Left Panel > Applications > Grievance Redressal >

Grievance > Search Grievance

A Search Grievance pag e appears, as shown in Figure 21.

F i g u r e 2 1 : S e a r c h G r i e va n c e

2. To search f or a grievance, enter any of the details and click

Search.

The search results page appears, as shown in Figure 22.

The gr ievance details of a selected gr ievance are editable if

the logged in user is the owner or has the role of GO
(Grievance Officer) . Else the gr ievance details appear non -
editable.

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 Figure 22:Search Grievance Result

Monitoring Pending Grievances

Redressal Off icials can view all the pending grievances assig ned to
them.

To view pending grievances, use the f ollowing navigation.

Left Panel > Applications > Grievance Redressal >

Grievance > My pending grievance

My Pending Grievance page appears, as shown in Figure 23.

The page shows list of all pending grievances assigned to you. It

shows the status details of the grievances along with their due date.
This helps the off icials f ocus on those grievances that are
approaching the due date.

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 Figure 23: M y Pending Grievance

Acting on the Grievances

Redressal off icials, who have grievances assigned to them , need to

act on them in order to redress and close them.

To open a grievance f or action:

1. Click on the grievance f rom the My Pending Grievance list. Update

Grievance page appears, as shown in Figur e 24.

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F i g u r e 2 4 : U p d a t e G r i e va n c e

2. Enter the act ions per f ormed on the grievance, as described

in the f ollowing table:

Actions

Change St atus Select Change Status f rom

Change St atus list –

Select the status as :

REGISTERED- If the Grievance is
Registered.
FORWARDED- If the Grievance is
For war ded to any ot her off icer

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 f or Redressal
PROCESSING- If the Grievance is
under process.
REJECTED- If the Grievance is
Rejected, it will be r emoved
f rom the inbox.
COMPLETED- If the Grievance is
Completed, it will be removed
f rom inbox and citizen will be
alerted.

Change Select Grievance Type f rom the

Grievance Type list, in case you wish to change
the Grievance Type .

Change Select the Jurisdiction from the

Jurisdict ion list to change the jur isdict ion.

For war d To f orward a grievance to a

Grievance To specif ic user, s elect a
department , designation, and
user f rom the respective lists.

Include Enter brief descript ion about

Message the action to be taken f or the
grievance.

Upload Select Upload Photograph or Video

Photograph or to upload photo or video of the
Video grievance

1. Click Submit, to updat e the g rievance.

If you want to send email of the a ctions perf ormed, click Send
Email, Enter Email address , and then click Send.

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 Repor ts

Reports section provides clear and concise summar y about the

grievances registered both date- wise and boundar y- wise.

PGRS provides the f ollowing type of reports:

 Ageing Report
 Drill Down Report
 Grievance Type W ise Report

Opening Reports

To open r eports perform the f ollowing steps:

1. Open Reports sect ion by using the f ollowing navigation .

Left Panel > Applications > Grievance Redressal > Reports

Reports sect ion appears, as shown in Figure 25.

Figure 25: Reports

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Ageing Report

Ageing report gives details about the age of the grievances. It shows
processed and pending grievance s, time- slab wise. For example ,
bet ween 0-15 days, 15-45 days, 45-90, > 90 days. These reports can
be sorted department -wise and boundar y- wise.

Ageing Report by Department Wise

Ageing Report depar tment wise, show s the ageing report organized
department wise.

1. To open ageing report – department wise, use the f ollowing

navigation.

Left Panel > Applicat ions > Grievance Redressal > Reports
> Ageing Report > By Department Wise

Ageing Report By Department Wise page appears, as sh own in

Figure 26.

Figure 26: Ageing Report By Department Wise

2. Select range of days from When list.

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 3. Select Pending or Completed opt ion f rom the Grievance Status
list.

4. Click Search.

Ageing Report Details appears, as shown in Figur e 27.

Figure 27: Ageing Report Details

Ageing Report by Boundary Wise

Ageing Report boundar y wise, shows the ageing report organized

boundar y wise.

1. Open Ageing Report – boundar y- wise by using the f ollowing

navigation.

Left Panel > Applications > Grievance Redressal > Reports

> Ageing Report > By Boundary Wise

Ageing Report By Boundary Wise page appear s, as s hown in

Figure 28.

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Figure 28: Ageing Report By Boundary Wise

2. Select number of days f rom When list.

3. Select pending or completed option f rom the Grievance Status

list.

4. Click Search.

Ageing Report Details appears, as shown in Figur e 29.

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 Figure 29: Ageing Report By Boundary Wise

Drill Down Report

Drill Down Report gives details about total number of grievances

registered and gives break -up of how many are In -process, disposed,
rejected, within SLA , and beyond SLA f or a department or a boundar y.

Drill Down Report by Department Wise

To open department wise drill down repor t :

1. Open the report using the f ollow ing navig ation.

Left Panel > Applications > Grievance Redressal > Reports

> Drill Down Report > By Department Wise

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 Drill Down Report By Department Wise page appears, as shown in
Figure 30.

Figure 30: Drill Down Report By Department Wise

2. Select number of days f rom When list and click Search.

Drill Down report Details appear, as shown in Figure 31.

Figure 31: Drill Down Report By Department Wise

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By Clicking on a the name of a department , you can dr ill to G rievance
Type Name > User Name > Posit ion Nam e > Complaint Number and
its details.

Drill Down Report by Boundary Wise

To open Dr ill Down Report by Boundar y W ise :

1. Open Drill Down Report By Boundary Wise using the f ollowing

navigation.

Left Panel > Applications > Grievance Redressal > Reports>

Drill Down Report > By Boundary Wise

Drill Down Report By Boundary Wise page appears, as shown in

Figure 32.

Figure 32: Dril Down Report By Boundary Wise

2. Select number of days f rom When list and then click Search.

Drill Down report Details appear, as shown in Figure 33.

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 Figure 33:Drill Down Report By Boundary Wise

By Clicking on the name of a boundary you can dr ill down to

Department Name > Grievance Type > then to User Name > Posit ion
Name > Complaint Number and its details.

Grievance Type Wise Report

To open Grievance Type W ise Report :

1. Open grievance t ype wise report by using the f ollowing

navigation.

Left Panel > Applications > Grievance Redressal > Reports

> Grievance Type Wise Report

Grievance Type Wise Report section appears , as shown in Figure

34.

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F i g u r e 3 4 : G r i e va n c e T yp e W i s e R e p o r t

2. Select number of days f rom When list.

3. Enter Type of Grievance in Grievance Type box.

4. Click Search.

Grievance Type Wise report Details appears, as shown in Figure

35.

F i g u r e 3 5 : G r i e va n c e T yp e W i s e r e p o r t D e t a i l s

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 Administering PGRS

Masters

Using the Masters Page, the Grievance Admin istrator can add or
create Grievance t ype, def ine the Routing system, def ine Escalat ion
time and Escalat ion process.

To open the Masters page:

1. Open Masters by using the f ollowing navig ation.

Left Panel > Applications > Grievance Redressal > Masters

Masters section appears, as shown in Figure 36.

Figure 36: Masters

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Grievance Type

Grievance Type categorizes the grievances into various t ypes. Admin

can create new grievance, edit an exist ing grievance, and view list of
all grievance t ypes in the system.

To open Grievance Type:

1. Open Grievance Type by using the f ollowing n avigation.

Left Panel > Applications > Grievance Redressal > Masters

> Grievance Type

Grievance Type sect ion appears, as shown in Figure 37.

F i g u r e 3 7 : G r i e va n c e T yp e

Update Grievance Type

To update the exist ing Grievance:

1. Open Update Grievance Type by using the f ollowing navigation.

Left Panel > Applications > Grievance Redressal > Masters

> Grievance Type > Updat e Grievance Type

Search Grievance Type page appears .

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 2. Select t ype of Gri evance f rom Grievance Type list and click
Submit.

Grievance Type page appears, as shown in Figure 38.

F i g u r e 3 8 : G r i e va n c e T yp e P a g e

3. Enter the Grievance type details, as described in the

f ollowing table , and then click Submit.

Grievance Type details

Grievance Select Grievance Category

Categor y f rom the Grievance Category list

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 Department Select relevant department,
f rom the Department list

Activate Select Active check box, to keep

the Grievance t ype in Active
status

SLA Hours SLA hours is the tim e duration

within which the grievance
must be resolved .
Enter the SLA hours

Has Financial Select the Check box, Has

Impact Financial Impact, if funds need
to be spent in order to resolve
the Grievance

Descr ipt ion Descr ibe the Grievance.

Grievance Type updated successf ully message appears .

You can view the updated Grievance Type , in View

Grievance Type.

View Grievance Type

View Grievance Type shows list of all the grievance types regist ered in
the system

To open View Gr ievance Type :

1. Open View Grievance Type by using the f ollowing navigation.

Left Panel > Applications > Grievance Redressal > Masters

> Grievance Type > View Grievance Type

View Grievance Type page appears, as shown in Figure 39.

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 F i g u r e 3 9 : V i e w G r i e va n c e T yp e

Create Grievance Type

Create Grievance Type is used to create new Grievance s t ypes in the

system.

To open Create Grievance T ype

1. Open Create Grievance Type by using the f ollowing navigation.

Left Panel > Applications > Grievance Redressal > Masters

> Grievance Type > Create Grievance Type

Grievance Type page appears, as shown in Figure 40.

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F i g u r e 4 0 : G r i e va n c e T yp e

2. Enter the new grievance t ype details, as descr ibed in the

f ollowing table

Grievance Type details

Name Enter name f or the new

Grievance t ype

Code Enter specif ic code

Grievance Select Grievance Category

Categor y f rom the list

Department Select relevant department

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 Active Select Act ive check box, if you
wants the Grievance to be in
Active status

SLA Hours SLA hours is the tim e duration

within which the grievance
must be resolved.
Enter the SLA hours

Has Financial Select the Check box, Has

Impact Financial Impact, if funds need
to be spent in order to resolve
the Grievance

Descr ipt ion Descr ibe the Grievance.

3. Click Submit.

Grievance successf ully created message appears and you can see
the Grievance in the View Grievance Type option.

Router

Router enables the Admin to create rout ing rules in PGRS. Routing
rules identif y the Redressal Off icial to whom a grievance should be
assigned. Rout ing rules can be conf igured based on grie vance type
and/or boundar y.

To open Router

1. Open Router by using the f ollowing n avigation.

Left Panel > Applications > Grievance Redressal > Masters

> Router

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 Router sect ion appears, as shown in Figur e 41.

Figure 41: Router

Edit Router

Edit Router allows changing the of f icials to whom the grievance has
been assigned.

To open Edit Router:

1. Open Edit Router by using the f ollowing navigation.

Left Panel > Applications > Grievance Redressal > Masters

> Router > Edit Router

Grievance Router page appears , as shown in Figure 42.

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F i g u r e 4 2 : S e a r c h G r i e va n c e R o u t e r

2. Search f or the Grievance Router by enter ing any of the

details as shown in t he f ollowing table :

Search Grievance Router

Grievance Type Enter the Grievance type in

the Grievance Type box.

Boundar y Type Select the Boundar y Type f rom

the list

Boundar y Enter the Boundar y name, in

the Boundar y box, t ype in a f ew
letters, boundar y names get
auto populated. Select from the
list

List of grievance r outers appear that match your search

criteria, as shown in Figure 43.

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 F i g u r e 4 3 : S e a r c h G r i e va n c e R o u t e r

3. Click on any of the router row.

Create Grievance Router page appears, as shown in Figur e 44.

4. Then f ollow the steps similar to Cr eate Router sect ion below,
to Edit the Router .

Create Grievance Router

Create Grievance Router helps to create a new router in order to

assign grievances to specif ic redr essal of f icers.

To open Create Grievance Router

1. Open Create Grievance Router by using the following navigation.

Left Panel > Applications > Grievance R edressal > Masters

> Router > Create Router

Create Grievance Router page appears, as shown in Figur e 44.

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Figure 44: Create Grievance Router

2. Enter Posit ion in the Position Box. Position is an attribute to

identif y the employee uniquely.

Position is a mandat ory attribute to be entered while

creating a Grievance Router

3. Enter Grievance Type or Boundary Type or bot h in the Create

Grievance Router section and click Submit.

Create Grievance Router page appears, as shown in Figur e 45.

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 Figure 45: Create Grievance Router

The above setup def ines the employee “ R-ASSI STANT -1” as
the redressal of f icer responsible to deal with all complaints
(since Grievance t ype is empt y) across a ward.

If the Grievance type is mentioned, the selected employee

will be the redressal officer for the select ed Grievance type
and for the select ed boundary (City, region, zone or ward).

View Router

View Router is used to view Gr ievance t ype and the position of the
redressal of f icers who will be addressing the grievance s of a
particular grievance type .

To open View Router

1. Open View Router by using the f ollowing navigation.

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 Left Panel > Applications > Grievance Redressal > Masters
> Router > View Router

View Router page appears, as shown in Figure 46.

Figure 46: View Router

Search f or a Grievance Rout er by enter ing any of the f ollowing

details:

 Grievance Type
 Boundar y Type
 Boundar y

List of Grievance Router s appears that match your search cr iteria, as

shown in Figure 47.

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 F i g u r e 4 7 : S e a r c h G r i e va c n e R o u t e r

Escalation Time

Escalat ion t ime def ines the amount of time that off icials belonging to
a particular designat ion can take in order to resolve a part icular type
of grievance.

To open Escalation Time

1. Open Escalation Time by using the f ollowing navigation.

Left Panel > Applications > Grievance Redressal > Masters >
Escalat ion Time

Escalation Time section appears, as shown in Figure 48.

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 Figure 48: Escalation Time

Define Escalation Time

Define Escalation Time is used to def ine a new time f rame with in which a
particular grievance type must be resolved.

To open Def ine Escalat ion Time

1. Open Define Escalation Time by using the f ollowing navigation.

Left Panel > Applications > Grievance Redressal > Masters

> Escalation Time > Define Escalation Time

Search Escalation Time page appears, as shown in Figur e 49.

Figure 49: Search Escalation Time

2. Enter Grievance Type and Click Search.

Search Escalation Time page appears , as shown in Figur e 50.

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Figure 50: Search Escalation Time

3. Enter Designation of the off icial who has to address the

Grievance, Enter the time f rame in whic h the Grievance has
to be resolved.

4. Click Save to save the Escalat ion Time in the system. Y ou

can view the newly created Escalation time in Search
Escalat ion t ime.

Click Add to add next level of Escalation , if the mentioned

Grievance has Escalation hierarchy.

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Search Escalation Time

Search Escalation Time is used to view list of all the Grievances with their
Escalat ion t imelines.

To open Search Escalat ion Time

1. Open Search Escalation Time by using the f ollowing navigation.

Left Panel > Applications > Grievance Redressal > Masters >
Escalat ion Time > Search Escalation Tim e

Search Escalation Time page appears, as shown in Figur e 51.

Figure 51: Search Escalation Time

2. Search Escalat ion Time, by entering any of the f ollowing and

then click Search.

a) Grievance Type

b) Designation

Escalation time Details appears , as shown in Figure 52.

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 Figure 52: Escalation Time

Grievance Category

A grievance is a com plaint raised by Citizen, to be addressed and

resolved by the government. Gri evances are categorized based on
dif f erent scenarios. For example, r evenue grievance categor y deals
with tax relat ed issues while public h ealth and sanit ation grievance
category deals with garbage related issues, removal of dust on roads,
etc.

To open Grievance Categor y:

1. Open Grievance Category by using the f ollowing n avigation.

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 Left Panel > Applications > Grievance Redressal > Masters
> Grievance Categor y

Grievance Category sect ion appears, as shown in Figure 53.

F i g u r e 5 3 : G r i e va n c e C a t e g o r y

Create Category

Create Categor y is used to create new Gr ievance Categor y in the

system.

1. Open Create Category by using the f ollowing navigation.

Left Panel > Applications > Grievance Redressal > Masters

> Grievance Categor y > Create Cat egory

Create Grievance Category page appears, as shown in Figure 54.

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 Figure 54: Create Grievance Category

2. Enter Name f or the new categor y.

3. Descr ibe the Category in the Description box.

4. Click Create Category.

Grievance Cat egory Successf ully Created message appears.

Update Category

To update the exist ing Grievance Category :

1. Open Update Category by using the f ollowing navigation.

Left Panel > Applications > Grievance Redressal > Masters

> Grievance Categor y > Update Category

Search Grievance Category page appears , as shown in Figure 55.

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F i g u r e 5 5 : S e a r c h G r i e va n c e C a t e g o r y

2. Select Grievance Category f rom the list.

3. Click Submit.

Update Grievance Category page appears, as shown in Figure 56.

F i g u r e 5 6 : U p d a t e G r i e va n c e C a t e g o r y

4. If required, update Name of the grievance category that needs

to be updated.
5. If required, update brief descript ion of the grievance
category in the Description box
6. Click Update Category

Grievance Category updated successfully message appears.

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Escalation

Escalat ion is used to def ine the employee who should be int imated in
case the concer ned off icer has not redressed a complaint wit hin the
stipulated time . For a position/ employee, a super ior user/employee is
def ined f or ever y grievance type.

To open Escalation

1. Open Escalation by using the f ollowing navigation.

Left Panel > Applications > Grievance Redressal > Masters

> Escalation

Escalation Section appears, as shown in Figur e 57.

Figure 57: Escalation

Define Escalation

Define Escalation is used to def ine new Escalat ion f or a selected

Grievance Type .

To open Def ine Escalat ion

1. Open Define Escalation by using the f ollowing navigation.

Left Panel > Applications > Grievance Redressa l > Masters

> Escalation > Def ine Escalat ion

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 Escalation Section appears, as shown in Figur e 58.

Figure 58: Escalation

2. Enter the Position of the off icial to whom next level Escalat ion
has to be def ined and then click Search.

Create/Update Escalation page appear s, as shown in Figur e 59.

Figure 59: Create/Update Escalation

3. Select Grievance T ype f rom Grievance Type list.

4. Select a Department from Department list.

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 5. Select Designat ion f rom Designation list and To Position f rom
the Position list of the off icial who will handle the next level
Escalat ion.

6. Click Add New Row, if the selected of f icer handles other

Grievance Type s, enter the Grievance t ype and click Updat e.

Escalation updated successfully message appears.

An employee can be defined for all or rest of the Grievance

types by adding a record without the Grievance type.

View Escalation

View Escalat ion is used to vi ew list of all the Escalat ions - Position
wise or Grievance Type wise.

To open View Escalation

1. Open View Escalation by using the f ollowing navigation.

Left Panel > Applications > Grievance Redressal > Masters

> Escalation > View Escalat ion

Search Escalation page appears .

2. Enter Grievance T ype or Position and then click Search to

view list of all the Escalation Details

Escalation Details appears, as shown in Figure 60.

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Figure 60: Escalation Details

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 Index

A M

Ageing report, 37, 38, 39 Masters, 45, 46, 48, 49, 51, 52, 54,
57, 58, 59, 61, 63, 64, 66, 68
C
P
Cit izen Portal, 11, 16
Create Categor y, 63, 64 Pending Grievances, 32
Create Router, 54 PVTS, 4

D R

Drill Down report, 41, 42 Register ing a Grievance, 13, 16, 21,
23
E Register ing Grievances, 13
Router, 45, 51, 52, 53, 54 , 55, 56,
Edit Router, 52 57, 58
Escalat ion, 45, 58, 59, 60, 61, 62,
66, 67, 68, 69 S
Escalat ion Time, 58
Signing in to the System, 10
F
U
Further Help, 5
Updat e Categor y, 64, 65
G
V
Grievance Cat egory, 14, 18, 47, 50,
62, 63, 64, 65 View Router, 56, 57
Grievance Redressing, 30 Viewing Grievance, 19
Grievance Type, 14, 18, 35, 36, 42,
43, 44, 45, 46, 47, 48, 49, 50, 51,
53, 55, 57, 59, 61, 66, 67, 68

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