grievance redressal workflow

शिकायत निपटाि काययप्रवाह

Grievance Redressal Workflow

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Grievance Disposal Workflow→शिकायत निपटाि काययप्रवाह• Grievance Management System (GMS) aims at providing citizens with a centralized platform where any citizen of

the state can lodge his/ her grievances to the respective departments and the grievance will further be sent to the

respective office/department for Redressal.

• It handles inbound as well as outbound telephone calls, for the citizen and related services.

• The overall grievance management system can be subdivided under the following processes:

Grievance Disposal Workflow→शिकायत निपटाि काययप्रवाहi. Grievance Registration process: This section describes grievance registration done by Citizen which includes

registration through various modes:

• Direct on Web Portal (bilingual)

• Through Mobile application

• Through Call Centre by calling at 181 no.

ii. Grievance Allocation Process: This section describes grievance allocation/escalation to various departmental

officers from lowest in the Department-Location hierarchy to the highest level. Grievance escalation shall be done

as follows:

Grievance Escalation Flow

Grievance Disposal Workflow→शिकायत निपटाि काययप्रवाहiii. Grievance Redressal Process: This section describes the grievance resolution by either providing relief or will be

rejected that shall be undertaken by the departmental officers.

iv. Feedback Process: This process shall involve the feedback of the citizen after grievance disposal.

v. Grievance Reopening Process: This process covers the reopening of the grievance if citizen not satisfied after

disposal.

vi. Internal Commenting Process: In this, the departmental officers mapped at various profiles for a department &

Subject, can communicate by requesting for guidance & give instruction on a grievance.

vii. Status Tracking/Monitoring: In this, Citizen shall track his grievance status on the portal/call at 181.

viii. Grievance Pullback: In this process, call center administrator has the feature to withdraw any action taken on a

grievance by the call center agents. Call Center administrator has the liberty to take any desired action on the

grievance at the time of pullback.

Grievance Disposal Workflow→शिकायत निपटाि काययप्रवाहThe following picture depicts the overall sequential workflow of the grievance Redressal mechanism:

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Departmental User: User Guide

Stakeholder: Departmental User

Table of Contents

1. Access Disposal(Sampark 2.0) ……………………………………………………………………………………….. Page 09

2. Departmental User Types ………………………………..…………………………………………………….……… Page 10

3. Part A: Processing Officers(L1- L3) ..……………………………………………………………..……………….. Page 11

i. Dashboard of Disposal (Sampark 2.0) …………………………… ………………………………………. Page 14

ii. Types of Actions on Grievances ……….…………….…………………………….………………………… Page 32

iii. Extra Salient Features …………………………………………………………………………………………….. Page 61

• Grievance Linking …………….………………………………………………………………………..………. Page 62

• Notification …………………..………………………………………………………………………………..…. Page 66

• Grievance Search ……………………………………………………………………………………………….. Page 68

• View मुझसे संबंधित िह ं ……………………………………………………………………………………….. 1

• Disposal Rights at Lower Level ……………………………………………………………………………. Page 74

• Timeline ………………………………………………………………………………………………………………. Page 76

• Handle PG Portal Grievances ………………………………………………………………………………. Page 80

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Table of Contents

4. Part B: L3 & L4 ……………………………………………………………………………………………………………… 4

i. Action- Reopen ……………………………………………………………………………………………………. Page 85

ii. L4 Dashboard ………………………………………………………………………………………………………. Page 88

iii. Monitoring Dashboard ………………………………………………………………………………………… Page 97

5. Part C: CMO ………………………………………………………………………………………………………………….. Page 98

i. Action- Reopen …………………………………………………………………………………………………….. Page 100

ii. Grievance Registration ………………………………………………………………………………………….. Page 103

iii. Grievance Disposal…………………………………………………………………………………………………. Page 106

6. Part D: Moderator(Supervisor) ……………………………………………………………………………………… Page 112

7. Part E: State Level Nodal Officer …….……………………………………………………………………………. Page 118

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1) Access Disposal(Sampark 2.0)

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1. First, login with Departmental User.

2. Click on the module Disposal(Sampark 2.0)

3. After clicking the module, user will be navigated to the dashboard.

4. The dashboard will be visible as per the category and the responsibility of the departmental user.

2) Departmental User Types

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1. Departmental users are responsible for processing the grievances of the citizen and provide a remedial solution for it.

2. They will maintain a synergy between the call center users and the department.

3. The departmental users can be categorized into the following as per their roles and responsibilities:

i. Grievance Processing Officers(Level1- Level3)

ii. Monitoring Officers(Level3- Level4)

iii. CMO Officials

iv. Supervisor(as a moderator)

v. State Level Nodal Officers(SLNO)

4. Various actions are taken by them as per their roles and responsibilities.

Grievance Processing Officers

(Level1- Level3)

•Relief/Reject grievances

Monitoring Officers(Level3- Level4)

•Reopen Grievance

•Monitor Grievances

CMO Officials

•Register Grievance

•Reopen Request

•Dispose Grievance

Supervisor(Moderator)

•Moderate Grievance

SLNO

•Transfer Grievance

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Part A: Processing Officers(L1- L3)

3) Processing Officers(L1- L3)

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Processing Officer(L1-L3) are responsible for processing the grievances of the citizen and provide a remedial solution for

it.

A. Grievance Registration in brief

1. Citizen calls at 181 to report a complain.

2. Call Center Executive(at Inbound) receives incoming call & does grievance registration in lieu of citizen.

3. Select Department: डॉ भीम राव अबेंडकर ववधि ववश्वववध्यालय, जयपुर ; Select Subject: छात्र सेसंबन्धित प्रकर ;

4. Grievance Registered , पररवाद क्रमांक – 04192352374273

5. Registered Grievance can be viewed below:

3) Processing Officers(L1- L3)

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Masters: Level Mapping for selected Department & Subject

1. Select Department: ग्रामी ववकास एवं पंचायती राज; Select Subject: बीपीएल;

2. Levels mapped at this Subject can be seen below:

1. Level1- Location: वाडय ि. 01 – वाडय; Dept. User: Sanjay Toshniwal

2. Level2- Location: अजमेर - न्जला; Dept. User: Mukesh sharma

3. Level3- Location: अजमेर संभाग ; Dept. User: Ravindra Kumar

4. Level4- Location: राजस्थाि - राज्य; Dept. User: Uttam Singh Shekhawat

3. The Lowest Level here: Level 1, so the grievance would be assigned to the User mapped at Level1(provided the

concerned Subject & Location matches).

3.i) Dashboard of Disposal (Sampark 2.0)

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Dashboard is the working platform and space for the dept. user. The complete grievance pendency in his jurisdiction and

the grievance action status will also be informed from this dashboard.

The complete dashboard can be divided into various categories:

A. Top Panel

B. List View

C. Grievance Action

D. Filter View

E. Header Section

3.i.1) Dashboard: Top Panel

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A. Top Panel: Displays the number of grievances or counts for different status.

• Click and select the count. The data will be drilled downwards in the list as per the status selected.


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Following are the grievance counts displayed for different grievance status:

1. लंबबत पररवाद: Count here shows grievance’s in own account. These are the grievances that are present in the login

user’s account. They are further categorized into the categories:

• 6 से 12 माह तक: Pending grievances with pendency between 6-12 months.

• एक वर्य से अधिक: Pending grievances with pendency greater than 1 year.

2. कॉल सेधटर पर लंबबत: Shows grievances count, for the grievances that are kept as Partially close(Relief) status by login

dept. user. They are pending at Call Center end.

3. वररष्ठ स्तर पर भेजे गए: Shows grievances count, for the grievances forwarded/escalated to the upper level by the

Login user.


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4. समय सीमा पश्चात ्वररष्ठ स्तर पर: Shows Grievances Count, for the grievances auto-escalated to the upper level as per

the Timeline defined in Masters.

5. असंतुन्ष्ट के कार वररष्ठ स्तर पर: Grievances under Marked Not Satisfied status would be displayed here. First

grievance is Partially closed(relief) by dept. user & citizen not satisfied with the action taken.

3.i.2) Dashboard: List View

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B. List View: By-default all the grievances forwarded would be displayed in the list (user’s inbox grievances).

3.i.3) Dashboard: Grievance Action

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C. Grievance Action:

1. User can take grievance action by clicking the button( ) from the list of grievances as shown below:

2. The Record information consists: Grievance Id, Date, Subject, Department & the Grievance Status.

3. Remaining Timeline (16-Mar-2019 10:27 PM) is also displayed. It means at this time, grievance would be auto-

escalated to the next upper Level (as configured from Masters)


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Drill Tile: Grievance Basic Details

1. By-default, this section gets opened after just clicking on the action button.

2. This section gives a brief description of the grievance: Grievance area, citizen’s address, grievance status and other

details.

3. It also elaborates the department and subject of the grievance.


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Drill Tile: काययवाह 1. After clicking the button, following interface appears.

2. Login Dept. User details are displayed on the tile.

3. User may take actions on grievance from the dropdown. The grievance processing rights are maintained from

Masters and Actions are visible accordingly.

4. Feature to mention Description and Attach File is also given.

5. Click on ( ) button to take action.

6. Information of mapping for the current department and subject can also be viewed from the feature( )


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Drill Tile: प्रक्रक्रया(Action History)

1. Action History: The complete action history on the grievance is maintained here.

2. Step by Step actions on the grievance with status, user profile and Description is displayed in the List.

3. User may view the Attachment from the Actions- ( ) button


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Drill Tile: संवाद1. The complete conversation between the Call Center Executive & the Citizen would be enlisted in the List.

2. The calling number, Call center executive name, etc. are also displayed.

3. User has the feature of listening audio recording of the conversation of the duo. Click the ( ) button.

3.i.4) Dashboard: Filter

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D. Filter: According to filter selected, grievance list will be drilled downwards in the list view.

Following are the options user can select from the filter:

1. स्वयं के स्तर पर : By-default, the grievance’s in owns account would be displayed in the list. These are the grievances

that are forwarded by other user’s to this Login Dept. User.

2. वररष्ट स्तर पर : Grievances in just Upper Level w.r.t the Login User.

3. कनिष्ठ स्तर पर : Grievances in just Lower Level w.r.t the Login User.

4. अधय सभी (मेरे काययक्षेत्र में): L3 & L4 users can view the grievances after applying this filter. All the disposed grievances

that are requested for reopen are displayed under this filter.

5. अधय सभी : All grievances in Login User outbox.

6. मागयदियि/निदेिि: Grievance for whom guidance is to be pending and received.


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Sub-Filter: According to filter selected, user can view the status-wise grievances in the list.


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Grievance Source- Wise Filter: User can select the source wise filter according to the source of grievance registered..


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Custom View: User can view the grievances in the list view as per the custom selection of subjects, districts and the sub-

areas under the district.

• Click on the apply button, after applying the list view will display the records as per the filter selection.


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Summary View: User can view the grievances in the list view as per the custom selection of subjects and districts. He will

be able to view the counts against each subject and districts present in his inbox/jurisdiction.

• Export to: Excel, PDF, Word and print also provided.

• User can click on the district/ subject link to view individual data in the list view.

3.i.5) Dashboard: Header Section

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Header Section: This section provides the help, notification of grievances and the user profile.

i. Help: User can seek information regarding the various actions that are taken by the dept. users.( ).

ii. User Profile: User profile displays the user info- designation, sso id, log-out feature.( ).


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iii. Notification: User gets notification of all the pending grievances that the dept. user needs to process.( ).

• Here, all the pending grievances of inbox, remarks & guidance grievances will be displayed.

• User can apply the filter for a specific status.

• Grievance Listing on Notification is as follow :-


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User can track specific Notification by clicking Grievance ID the particular notification would be highlighted as shown

below:-

3.ii) Types of Actions on Grievances

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Departmental officials(Level 1- Level 4) users can act upon a grievance by taking various actions:

Level1

Forward

Partially Closed: Relief

Partially Closed: Reject

Transfer

Remarks

Seek Guidance

Level2

Forward



Transfer

Remarks

Give Guidance

Seek Guidance

Level3

Forward



Transfer

Remarks

Give Guidance

Seek Guidance

Level4



Transfer

Remarks

Give Guidance

A) Action: Remarks(टटप्प ी)

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1. Grievance registered for: Department: ग्रामी ववकास एवं पंचायती राज; Subject: 13 वां ववत्त आयोग; Location: Ward1, Ajmer

2. Grievance Currently assigned to:

• Level1- Location: वाडय ि. 01 – Ajmer वाडय; Dept. User: Sohan Ram Chaudhary

3. Remarks(टटप्प ी): User can add comment/mention remarks w.r.t the grievance. The updated comment can be viewed to

the users.

4. Go to the Action Interface by clicking the button.

Action: Remarks(टटप्प ी)

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5. The following Action Interface opens as shown below:

6. After selecting the action ,user may mention description and attach file if required.

7. Click on button

8. Confirmation alert shall be prompted.

Action: Remarks(टटप्प ी)

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9. The grievance after Status Update can be viewed in the action History

B) Action: Forwarded(वररष्ठ स्तर पर भेजे)

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1. Grievance registered for- Department: ग्रामी ववकास एवं पंचायती राज; Subject: 13 वां ववत्त आयोग ; Location: Ward1,

Ajmer. Grievance Currently at:

• Level1- Location: वाडय ि. 01 – Ajmer वाडय; Dept. User: Sohan Ram Chaudhary

2. Forwarded(वररष्ठ स्तर पर भेजे): User may forward the grievance to the upper level.

3. Forward Grievance from Level1 to Level2 (Level2- Dept. User: Sanjay Kumar Mathur)

4. For this go to the Action Interface by clicking the ‘काययवाह करे’ button from the List.

5. Action Interface: User shall choose the Forward option from the dropdown, mention description and attach file if

required. Click on the button.

6. Grievance successfully forwarded.

Action: Forwarded(वररष्ठ स्तर पर भेजे)

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Dashboard at Level1 (User: Sohan Ram Chaudhary)

7. वररष्ठ स्तर पर भेजे: Grievance Count 1, that displays grievance forwarded to upper level.

8. Forwarded Grievance can be viewed by applying filter of वररष्ट स्तर पर. As the grievance is forwarded to Upper

Level2.

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Action: Forwarded(वररष्ठ स्तर पर भेज)े

9. Login with Level2 User

10. Forwarded Grievance can be seen in the list

Action: Forwarded(वररष्ठ स्तर पर भेज)े

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11. Action History: History of actions done on grievance is maintained and can be viewed to all users.

C) Action: Partially Closed(Relief)-राहत दे

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1. Grievance registered for- Department: ग्रामी ववकास एवं पंचायती राज; Subject: 13 वां ववत्त आयोग ;

Location: Ward1, Ajmer

Grievance Currently at: Level2- Location: अजमेर - न्जला; Dept. User: Sanjay Kumar Mathur

2. Partially Closed(Relief): Dept. User may close the grievance raised under relief.

3. For this go to the Action Interface.

4. Action Interface: User shall choose the Partially Closed : Relief option from the dropdown, choose disposal Type and

mention description and attach file if required. Click on Save.

Action: Partially Closed(Relief)-राहत दे

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5. After successful Partially Closed(Relief) at Level2, the grievance count shall be displayed at the top panel.

6. Also, the grievance can be seen in the list by applying filter of (अन्य सभी )

7. The grievance Closure Confirmation yet to be discussed with the Complainant by Call Center Executive.

Action: Partially Closed(Relief)-राहत दे

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D) Marked Not Satisfied

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1. Partially Closed(Relief) action taken at Level1: Gajendra Singh;

2. Forwarded to Call Center Executive. He takes action Marked Not Satisfied in lieu of Complainant(after having

conversed with Citizen).

Marked Not Satisfied

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3. After action Marked Not Satisfied by Call Center Executive, grievance forwarded to just Upper Level.

4. Login with - Level2: Sanjay Kumar Mathur.

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E) Partially Closed: Reject-रद्द करे1. Grievance registered for- Department: ग्रामी ववकास एवं पंचायती राज; Subject: 13 वां ववत्त आयोग ; Location: Ward1,

Ajmer ;Grievance Currently at: Level1- Location: वाडय ि. 01 – Ajmer वाडय; Dept. User: Sohan Ram Choudhary

2. Partially Closed(Reject): Dept. User may close the grievance raised under reject. After Reject, it would be escalated

to just Upper Level.

3. For this go to the Action Interface.

4. Action Interface: User shall choose the Partially Closed : Reject option from the dropdown, mention description and

attach file if required. Click on Save.

Partially Closed: Reject-रद्द करे

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F) Transferred(हस्तािांतर करे)

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Grievance can be transferred to other officer if the grievance is found not relevant to the current

department/subject/address. Following are the steps:

1. Select the Transfer option from the list of actions. As soon as Transfer selected, a section shall be reflected where

Dept. User may select the proposed changes.

• Case 1: Change Subject & Address (Forwarded to lowest level officer)

• Case 2: Change Department (Forwarded to Default SLNO)

• Case 3: Change Department (Forwarded to Call Centre if no Default SLNO)

2. Mapping at Department: Dr. Bhimrao Ambedkar Law University, Jaipur can be seen below:

Transferred(हस्तािांतर करे)

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Case 1: Change Subject & Address (Forwarded to lowest level officer)

Previous Department: Dr. Bhimrao Ambedkar Law University, Jaipur; Address: Ajmer District, Ajmer City, Ward 1

Proposed Address: Dr. Bhimrao Ambedkar Law University, Jaipur; Address: Ajmer District, Ajmer City, Ward 3


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1. After clicking ( ) button, a confirmation pop-up appears. The pop-up shall display the Current, Proposed

Dept./Subject/Address & user to whom grievance shall be transferred for further action. Here, transferred to lowest

level officer in the department hierarchy, if Subject/Address Change.


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2. View List at Level 1: Grievance would be re-initiated from Level 1, after address change.

3. The action history can be seen below:

4. Level 1 officer has the liberty to take all the supposed actions available at the level.


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Case 2: Change Department (Forwarded to Default SLNO)

Previous Department: Dr. Bhimrao Ambedkar Law University, JaipurProposed Department: Water Resources


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2. After clicking ( ) button, a confirmation pop-up appears. The pop-up shall display the Current, Proposed

Dept./Subject/Address & user to whom grievance shall be transferred for further action. Here, transferred to

Default SLNO of the previous department, if Dept. Change.


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3. Login at Default SLNO: Grievance visible in SLNO pending grievances. Click on ( ) button.


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4. Default SLNO can take following action on a grievance:


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Case 3: Change Department (Forwarded to Call Centre if no Default SLNO)

If no default SLNO available in the Previous Department, then on Transfer grievance shall be transferred to Call Centre Outbound Agent.

G) Auto-escalate(स्वतः अगे्रवर्त)

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1. Auto-escalate: System would auto-escalate the Grievance to the upper level, if no action taken on it within the

Timeline Defined

2. Grievance auto-escalated from Level1->Level2; Timeline =1 hr.(from masters)

3. Auto-escalate action will not be done when grievance status:

• Final Closure

• Partially Closed(Relief)

• Transfer

H) Request For Guidance

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Any level officer can request for guidance to his Upper level officers. Level 1 officer can seek request from Level 2 or

level 3 or Level 4 officers. On the other hand, upper level officer shall receive notification to grant guidance for the

same.

Note: Dept. User can request for guidance from his upper level officers only.

Following are the steps:

1. Select the Request for guidance option from the list of actions. Select the Officer mapped at upper levels from

whom guidance required. Mention remarks and attach document if required.

Request For Guidance

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2. At Level 1: After successful request for guidance at Level 1, grievance shall be displayed in मागयदियि निवेटदत filter.

3. At Level 2: After successful request for guidance by Level 1, grievance shall be displayed from the notification

or the मागयदियि/निदेिि filter from the list.

4. Interface on clicking notification bell icon:


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5. Interface on selecting मागयदियि/निदेिि filter: Click on the icon to open a grievance


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6. Level 2 officer can give special instruction on the grievance(that has been requested for guidance)

3.iii) Some Extra Salient Features

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The Sampark system shall provide some additional features to the departmental users for better grievance processing.

Grievance Linking

• Club Grievances

• Take consolidated action

Disposal Rights at Lower Level

• Partial Dispose grievances.

• Grievance status: Forwarded

View मुझसे सम्बंधित नह ं• View mapping officer list

• View Nodal Officer list

Notification

• View Pending Grievances

• Assigned, Remarks and Mark

for Guidance

Grievance Search

• Search any Grievance

• Search by Grievance Id

Timeline(समय सीमा )

• Display Grievance Pendency

through timeline and duration


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A. Grievance Linking:

1. Login with the dept. user(L1-L4), visit the grievance detail on opening any grievance.

2. On the first tab, there is a feature to link grievances, if similar grievances exists

3. Grievances are linked so that a common action can be taken on them together.

4. Linking can be done on following basis:

• Mobile Number+ Subject

• Subject + Area

5. Click on the link feature.


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Grievance Linking: Subject + Area

1. After clicking the link feature, all the similar grievances would be populated in the list.

2. Similarity on the basis of common subject and grievance area.

3. User may multi-select the grievances and take action on both together.


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4. Take action: Forward.

5. Click on the action button.


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After clicking the button, a confirmation message should be prompted to finally take action or not.

After successful action, both the grievances would be forwarded to the upper level.

Grievance Un-Linking:

1. Grievance can be un-linked from the un-link option.


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B. Notification: User gets notification of all the pending grievances that the dept. user needs to process.( ).

• Here, all the pending grievances of inbox, remarks & guidance grievances will be displayed.

• User can apply the filter for a specific status.

• Grievance Listing on Notification is as follow :-


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• User can track specific Notification by clicking Grievance ID the particular notification would be highlighted as shown

below:-


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B. Grievance Search: User can search for any grievance using this feature.

• Grievance can be searched from the following parameters: Grievance id, mobile number, department, subject, last

action taken, complainant’s name.

• Following are the steps:

• Click on the module: Disposal(Sampark 2.0).

• From the left panel, click on the menu: Parivad Khoje.

• An interface would get appeared, from where grievance would be searched.


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• .

• Search the grievance using the specified parameter keyword and click on Search button

• All the respective grievances would be drilled downwards in the list.

• User can click on the grievance id, to view the grievance detail.


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• Click on the grievance detail and view the grievance detail section.


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D. View मुझसे सम्बंधित नह ं: Dept. user can view the list of officers mapped in the hierarchy subjected to the grievance department, subject and

location

• Click on the button.


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• After clicking the button, a pop-up will be prompted, that will display the list of officer mapped at Level1-level4 in the

hierarchy.

• This feature is provided so as to ease the dept. user, to contact the other departmental users concerning to the

grievance.


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• User can also view the list of Nodal Officers as shown below:


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E. Disposal Rights at Lower Level: Grievances can be partially dispose, Transferred, Add Remarks by lower level officers

when the grievance is present at upper level officer account. Following are the steps:

• Partially Closed Relief (at Level 1): Suppose we take the action of Partially Closed Relief at Level1 when grievance

currently present at upper level.

• Login at Level 1 and select the filter (वररष्ठ स्तर पर) from the officer dashboard. Select the grievance that need to be

disposed, transferred or remarks to be added.

• Click on the grievance, here it is pending at Level 2.


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• Take action Partially Closed Relief, Partially Specially Closed (Reject), Remarks or Transfer.

• After the desired action taken, the grievance flow would be according to the specified flow as explained in earlier

section.

Note: Disposal Rights are given to officers at lower levels when the grievance is currently present at upper level.


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E. Timeline(समय सीमा )

• At this time, grievance would be escalated to Just Upper Level(as Timeline configured in Masters) .

• If Grievance auto-escalated once, then Timeline would be displayed according to 10 Days

• If Grievance not auto-escalated even once, then Timeline would be displayed according to as defined in

Masters

• काययवाह करे button: There is a significance/usage of the color of button displayed:

• Red Button( ): Timeline between 0-1 days (as configured in Masters)

• Orange Button( ): Timeline between 2-3 days (as configured in Masters)

• Blue Button( ): Timeline greater than 3 Days (as configured in Masters)


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• Lowest Level Timeline = 1 Day ,defined in Masters ; Subject= बीपीएल


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• Last Action on Grievance- Forwarded at : 14-Aug-2017 03:43 PM at Level 1(Sanjay Toshniwal)


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• Last Action on Grievance- Forwarded at : 14-Aug-2017 03:43 PM at Level 1(Sanjay Toshniwal)

• Lowest Timeline defined= 1 Day ; Subject = बीपीएल• Add (14-Aug-2017 03:43 PM) + 1 Day = 15-Aug-2017 03:43 PM; Showing Red Button because Timeline between 0-1 Day

• Now, next grievance auto- escalation would be at 15-Aug-2017 03:43 PM at Level 2


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F. Handle PG Portal Grievances: Grievances registered by citizen on PG Portal(CPGRAMS) that is relevant to Rajasthan

state are integrated to the Sampark Portal through this feature.

• PG portal grievances are registered through the site: pgportal.gov.in

• Departmental user of Sampark with rights of moderation on PG Portal grievances can view and take action on PG

Portal grievances after login to the Sampark portal.

• Click on the Module: Disposal(Sampark 2.0)

• Departmental user can take action on the PG portal grievances by clicking the ‘PG Portal’ menu from left Panel.


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• List of PG Portal grievances lodged by citizen will be displayed in the list.

• Click on the action button( ), a grievance entry form will be opened with the pre-fetched details of citizen.


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• After clicking the action button( ), a grievance entry form will be opened with the pre-fetched details of

citizen.


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• Dept. user will supervise the grievance and update the grievance details if required.

• Moderate the grievance and click on Submit.

• Grievance will be registered with the generation of grievance id and allocated to the lowest level officer as per

mapped in the hierarchy.

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Part B: Monitoring Officers(L3- L4)

4) Monitoring Officers(L3- L4)

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Monitoring Officer(L3-L4) are responsible for monitoring the grievances and reopen disposed grievances.

i. Action- Reopen: Level 3 or Level 4 Officer can final reopen the grievances, requested for reopen by Citizen. They

can also reopen the fully disposed grievances directly.

1. Login with Level 3 Officer: From the dashboard, select the filter of (अधय सभी मेरे काययक्षेत्र में) and select Reopen

Requested grievances.


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2. Click on the button to take reopen action. After clicking the karyawahi button, an interface will open that will contain

the grievance detail and action can be taken

3. Select the Reopen action from the list of option and click on the Submit button. After submitting, a confirmation

alert would be prompted.


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4. After Reopen by Level3, again the grievance forwarded to Level 1 as shown in the Action History.

Note: After reopen, the grievance will be initiated from the Level 1 or the lowest level of hierarchy.


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Monitoring Officer(L3-L4) are responsible for monitoring the grievances.

ii. L4 Dashboard: Level 4 officers will be provisioned to monitor the grievances in their jurisdiction. They will be able

to track all the grievances and their status in which they are mapped as L4 officers.

• Login with Level 4 Officer: From the dashboard, select the left panel and click on ‘L4 dashboard’

• After clicking the menu, an interface would be loaded shall display grievance pendency for various level-users and at

various grievance status. The grievance can be categorized and displayed under various count heads.


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A. Count Panel: This panel shall display the grievance under various heads. The counts will be displayed for each head.

• कुल लंबबत प्रकर : Total Pending grievance present at all the level officers that are sub-ordinates of the login L3

Officer.

• It also displays grievance pendency status-wise and further level-wise.

• : It will display all the disposed grievances, further bi-furcated that whether the disposed grievances

were relief/reject cases. Their respective counts will be displayed.

• : It will display all the reopen requested grievances, that are catered under Reject/Relief cases. Their

respective counts will be displayed.

• Read/Un-Read feature will be given: It will ensure that the pending grievance are read/un-read by the L4 user.


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B. Level-Wise Count : This panel shall display the grievance counts at various levels for all the grievance status.

• User can view level wise grievance pendency bi-furcation for any selected grievance status.

• Total grievance count will also be displayed.


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C. Officer-Wise View: On clicking at any level(level1-level4), grievance data will be drilled downwards.

• It will display data officer-wise present at the selected level.


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D. Subject-Wise View: On clicking count at officer level, user will be navigated to the subject-wise view.

• It will display data subject-wise present at the selected level.


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E. Grievance List : On clicking a particular subject, the complete grievance list will be displayed of that particular

subject.


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F. Grievance Detail Section: User can take action and view the grievance detail on clicking the action button.


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G. Read/Un-Read Feature: User will be able to trace the pending grievances for reopen request grievances. This

pendency can be monitored through the read/ un-read feature.

• On clicking the action button, the read un-read feature will change and fluctuate.


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• The read/un-read count will change after opening the grievance from the action button.


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iii. Monitoring Dashboard: Level 3 officers will be provisioned to monitor the grievances in their jurisdiction. They will

be able to track all the grievances and their status in which they are mapped as L3 officers.

• Login with Level 3 Officer: From the dashboard, select the left panel and click on ‘Monitoring dashboard’

• After clicking the menu, an interface would be loaded shall display grievance pendency for various level-users and

at various grievance status. The grievance can be categorized and displayed under various count heads.

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Part C: CMO Officer Users/ RPG Users

5) CMO Officer Users/ RPG Users

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CMO Users shall be treated as a separate department like entity. They can be categorized into following as per their

responsibilities:

• CMO Officer User: Officials that shall have the authorization to reopen the disposed grievances.

• CMO RPG User: These users shall be allowed to register a grievance for any other department as well as their own.

They will be able to allocate the grievance to the dept. users, SP users and the collector officers of their districts as

per their desired choice of selection. They shall also be involved in the grievance disposal process.

Note: -Final disposal rights will be given to only that CMO user, who will actually register the grievance.

CMO Office User

Reopen Grievance

CMO RPG User

Register Grievance

Final Dispose Grievance

5) CMO Officer Users

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i. Action- Reopen: Level 3 or Level 4 Officer can final reopen the grievances, requested for reopen by Citizen. They

can also reopen the fully disposed grievances directly.

1. Login with Level 3 Officer: From the dashboard, select the filter of (अधय सभी मेरे काययक्षेत्र में) and select Reopen

Requested grievances.


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2. Click on the button to take reopen action. After clicking the karyawahi button, an interface will open that will contain

the grievance detail and action can be taken

3. Select the Reopen action from the list of option and click on the Submit button. After submitting, a confirmation

alert would be prompted.


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4. After Reopen by Level3, again the grievance forwarded to Level 1 as shown in the Action History.

Note: After reopen, the grievance will be initiated from the Level 1 or the lowest level of hierarchy.

5) CMO RPG Users

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ii. Grievance Registration: Dept. user that are given a role of CMO RPG Cell will be facilitated to register a grievance

for any department. Following are the steps:

• Any CMO Department user can register a grievance after login to the Sampark portal with the provided sampark

official credentials.

5) CMO RPG Users

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• On click of (पररवाद दजय करे) CMO Grievance Entry form would display :-

5) CMO RPG Users

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• In this form User Should fill the required detail Like Mobile No. , Complainant Address, Complain Address, Grievance

description, Grievance Department and Subject. Grievance Department and Subject.

• And then user should select the concern officers whom the grievance should be allocated from the ‘अधिकार का िाम’

selection box.

• All the officers mapped for that Subject and location, SP (Superintendent of Police) of that area and District Collector

of the area would be made available for the selection.

• On successful Grievance Registration an acknowledgement Letter would be generated.

5) CMO RPG Users

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iii. Grievance Disposal: All the grievances lodged by CMO RPG Cell User would be displayed on ‘सीएमओ डशे्बोडय’ menu

under Disposal 2.0. The grievance would be allocated to the department user as per the officer selection.

A. Departmental Officer(L1-L3, SP, Collectors)

• After successful grievance registration, the grievance would be assigned to the selected officer.

• The concern officers shall find these grievances in ‘सी एम ओ पररवाद’ menu under Disposal 2.0.

• Concern Officer can take action on thses grievacnes accordingly. Action allowed to the Concern officer to Process the

CMO RPG CELL Grievacnes are :-

5) CMO RPG Users

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• Dept. officer can take following actions on a grievance registered by CMO:

5) CMO RPG Users

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• प्रस्ताववत निस्तार (राहत) :- If the Concern officer Take this action then the Grievance would be available at call

center for verification. Grievance Status would be प्रस्ताववत निस्तार (राहत).

• After this action grievance will be forwarded to the Call Centre Outbound Agent (CMO).

• Login at CMO user: CMO Dashboard.

• Grievance will be visible under the head: कॉल सेंटर सत्यापि.

5) CMO RPG Users

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• Login with Call Centre Outbound Agent(CMO)

• Following disposal action will be allowed to the outbound agent. He will have rights to partially dispose the grievance.

5) CMO RPG Users

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• प्रस्ताववत निस्तार (रद्द) :- If the Concern officer Take this action then the Grievance would be available at call center

for verification. Grievance Status would be प्रस्ताववत निस्तार (रद्द)• पुिः आवंटि के शलए सीएमओ को भेजे :- If the officers found the grievances not Relevant to him then he can take this action for Re-

assignment/ Re-allotment of the Grievances.

• After this action, the grievance will be sent back to the CMO user.

• Login with CMO User: The grievance will be visible under the head: पुिःआवंटि हेतु

5) CMO RPG Users

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• टटप्प ी :- Officer can remarks on these grievances if any. The remarks can be seen in the Action History.



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Part D: Moderator(Supervisor)

6) Moderator(Supervisor)

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Collectorate users are responsible for handling the moderate grievances. There will be special grievance categories for

which moderation will be required. Under this scenario, system role of supervisors will be given to the Collectorate

users.

Supervisor has the feature to moderate or supervise the grievance that is registered .In this case the grievance type

should fall under the categories: जांच सम्बधिी, भषृ्टाचार (ररश्वत आटद की शिकायत), व्यन्तत वविेर् के ववरुद्ि शिकायत.

Following are the steps:

• After the grievance is registered, it is kept hold for pullback process, which can be seen at the Call Centre

Administrator account.

• Once the stipulated pullback time elapses, it will be forwarded to the supervisor if it falls in the above mentioned

grievance types.

• Login with Supervisor: The supervisor user will have to switch the menu from ‘Nistaran’ to ‘Supervisor’. The

grievances will be visible in list for the moderation. User can click on the action button.


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• Supervisor can moderate the grievance and take following actions from the list of options:

• स्वीकृत: Supervisor accepts the registered grievance.

• अस्वीकृत: Supervisor reject the registered grievance and considered as discarded. The grievance will be

terminated at this point.

• पररवाद संिोिि: Supervisor apply changes and modify the grievance details. After successful modification to the

registered grievance, it will be assigned to the concerned dept. User mapped for the department and location,

as per the applied


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A. Action: स्वीकृत• Select the Accept action (स्वीकृत) and click on the ( ) button.

• After clicking the button, system prompts a confirmation alert of successful action taken.




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B. Action: अस्वीकृत• On the other hand, if action Reject would have been taken, then grievance would be considered discarded and no

further processing would have been done.

C. Action: पररवाद संिोिि

• At the same time, supervisor can also take action of पररवाद संिोिि and apply changes. Grievance will be allocated as

per the applied changes.


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Part E: State Level Nodal Officer(SLNO)

7) State Level Nodal Officer(SLNO)

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Grievances that are transferred (department change) by the departmental officers are forwarded to SLNO. The SLNO

verifies the proposed department/subject/address change and implement the changes as per desired. SLNO has basic

three actions that is performed:

• SLNO Dashboard: User can switch the menu from nistaran to ‘prastavit anurodh’ for viewing the transferred

grievances in SLNO dashboard.


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A. Action: Department Change: Change department with reference to the proposed changes.

• The grievance will float according to the implemented department.


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B. Action: Department and Subject Change: Change Department and Subject with reference to the proposed changes.

After this action, grievance allocated as per the mapping.

C. No Change: No changes performed by SLNO. After this action, grievance will be sent back to the dept. user that

performed last transferred action.

Thank You!

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grievance redressal workflow

Documents