grievance management - mpwrd

Grievance Management

Ver 1.2 Enterprise Information Management System (EIMS) Training Manual 882





Developed by: Tech Mahindra Ltd



TABLE OF CONTENTS

1 MODULE DESCRIPTION:....................................................................................................................... 886

2 BASIC DEFINITIONS: ............................................................................................................................ 886

3 PROCESS DIAGRAM............................................................................................................................. 887

4 MODULE FEATURES ............................................................................................................................ 888

4.1 SECURITY FEATURE .................................................................................................................... 888

4.2 MASTER DATA ............................................................................................................................ 888

4.3 SEARCH ..................................................................................................................................... 888

4.4 UPLOAD/DOWNLOAD FILES AND OTHER DATA ................................................................................ 888

4.5 HINDI/ENGLISH SUPPORT ............................................................................................................ 888

4.6 VIEW GRIEVANCE DETAILS. ......................................................................................................... 888

5 ROLES AND PERMISSIONS ................................................................................................................... 889

6 HOW TO ACCESS GRIEVANCE MANAGEMENT MODULE ......................................................................... 889

6.1 FROM EIMS HOME PAGE ............................................................................................................ 889

6.2 USING A DIRECT LINK ................................................................................................................... 891

6.3 ROLE BASED SCREEN ACCESS .................................................................................................... 891

6.3.1 Module Admin .......................................................................................................................................... 892

6.3.1.1 Screen: View Grievance Details ............................................................................................................ 892

6.3.1.2 Screen: Raise Investigation.................................................................................................................... 892

6.3.1.3 Screen: Grievance Type Master: ........................................................................................................... 893

6.3.1.4 Screen: Grievance Report ...................................................................................................................... 893

6.3.1.5 Screen: Information on Grievance ......................................................................................................... 894

6.3.2.1 Screen: Register Grievance: .................................................................................................................. 894

6.3.2.2 Screen: Check Status of Grievance:...................................................................................................... 895



6.3.2 Public Access ............................................................................................................................................ 896

7 CASE STUDY........................................................................................................................................ 896

7.1 STEPS IN GRIEVANCE MANAGEMENT MODULE .............................................................................. 896

7.2 REGISTER GRIEVANCE ................................................................................................................ 896

7.3 ADD INVESTIGATION OFFICER ...................................................................................................... 897

7.4 ADD INVESTIGATION DETAILS ....................................................................................................... 898

7.5 REPORTS ................................................................................................................................... 898

8 REFERENCES ....................................................................................................................................... 899



1 Module Description:

Grievance Management deals with maintaining details of grievances filed by employees of classes I to IV and allows the establishment section to track information on grievance details entered. It also facilitates viewing of statistics regarding the types of grievances. The presence of grievance cell helps in measuring the effectiveness and efficiency of an organization.

Basic functionalities of grievance management module are:

Facilitates to lodge grievance

View grievance status.

Historical details of grievances and easy tracking of cases.

Maintains records of pending cases, resolved cases and cases moved to court.

Customized reporting in accessing information (individual, office wise, date wise,

category wise and nature wise)

Notifications through E-Mail & SMS.

2 Basic Definitions:

Investigation Officer: Authority to handle grievances on behalf of WRD

PGRC – Public Grievance Redress Cell is a part of state secretariat and acts as a gate for handling

Of all grievances cases in the state



3 Process Diagram

Grievance Management Process:

Grievance Handling Mechanism

PG

RC

CE

PS

, W

RD

En

CF

ield

Offic

er

Citiz

en

Raise

Grievance

WRD Grievance ?

Which CE Related

Grievance ?

Reconfirm

WRD Grievance ?

Nature of

Grievance ?

Assign to Field

Officer as per

the

Nature

Keep Track of

Grievance

Keep Track of

Grievance

Keep Track of

Grievance

Resolve/FWD to

Higher Authority

Resolution

Possible within

Powers

Study and

Identify

Cause

Keep Track of

Grievance

Reassignment or for

Proper Action/

Action Taken on

Grievance

Update Grievance Status






4 Module Features

The key features of the modules are listed below:

4.1 Security Feature

The module has login based permissions and access. It means one user can’t access or remove/update the information created by EIMS user. Also some of the screens or facilities in the modules are extended as per the roles.

Note to the user:

Please do not share your login and passwords with other users

Please update your passwords regularly

4.2 Master Data

The Master data is the key or basic information that needs to be entered into EIMS. The following master data is used in Grievance Management module:

Grievance Type Master: It includes Advances, Benefits, Increment, Leave, Pension, promotion etc.

4.3 Search

EIMS gives search facilities for retrieval of data. On the search screen the user is required to enter key phrases to enable search. The various search screens available in Grievance Management module are as follows:

Nature of grievance: facility to search Grievance according to their nature(Advance, Benefits,

Leave etc)

Grievance Id: facility to search Grievance with Grievance ID.

Category of grievance: facility to search Grievance with their category (Major, Medium, Minor).

Date of Complaint: facility to search Grievance with date.

4.4 Upload/Download Files and other data

Here we can upload supporting document with respect to case. In .doc, pdf format.

4.5 Hindi/English Support

The module has provision to switch between Hindi and English. For data entry forms, the data entry is possible in English only. The form fields can toggle between Hindi and English.

4.6 View Grievance Details.

This feature allows viewing grievance and their status as Pending or Resolved.

4.6 Reporting Features



The module provides following reports

• Grievance Report– This report displays a total of Grievance Registered to WRD with their

status.

• Grievance Employee Report – This report shows individual Grievance report of employees

• Grievances Move to Court- List all grievances which move to court.

Note to the user: The reports can be downloaded in pdf/excel format for taking print outs or keeping office records.

5 Roles and Permissions

This module has role based access and permissions for the screens are listed below for reference:

Note to the user: Please note that based on the user privileges some screens may or may not be

visible

6 How to Access Grievance Management Module

6.1 From EIMS Home Page

EIMS ds varxZr Grievance Management Module Access djus ds fy;s fuEu steps dk

vuqlj.k djsa&

Address box esa www.mpwrd.gov.in type djsa vkSj enter button press djsaaA (In the

address bar type www.mpwrd.gov.in then press enter button to visit Water Resource Department's Web Site).

Process / Access

Permissions

Provisioned Roles

Citizen Investigation Officer

Administrator

Grievance Create, View Submit, View View

Investigation Report

View, Accept/Reject

Create, Forward View

Grievance Type Master

View View Create, Edit/Update

Report View Generate, View Generate, View

Address

box

http://www.mpwrd.gov.in/

http://www.mpwrd.gov.in/



Grievance Management Module open djus ds fy;s home page esa EIMS Login option

click djsaA (To open grievance management module Select eims login from home

page).

EIMS Login

Grievance

Management



ykWfxu djus ds fy;s Grievance Management Module Select djsa ,oa User Name ,oa

Password MkysaA

lQyrkiwoZd ykWfxu gksus ds ckn fuEu screen fn[kkbZ nsrh gSA

6.2 Using a direct link

Click on this link to access module https://eims1.mpwrd.gov.in/grievancesmgt/control/main.

6.3 Role Based Screen Access

The roles in EIMS can be any of the following:

Admin role - is for provisioning of basic/master data of an module

https://eims1.mpwrd.gov.in/grievancesmgt/control/main



Data Entry role – for entering of basic form data

Supervisory role – for review/approval/rejection/modification of data

Decision making role – viewing of report and decision making

The various screens as per role are listed in the sections below.

6.3.1 Module Admin

The module admin role has access to the following screens:

6.3.1.1 Screen: View Grievance Details

Role Administrator Access Permissions View, Update,

6.3.1.2 Screen: Raise Investigation

Role Investigation Officer Administrator Access Permissions View, Update View, Update,



6.3.1.3 Screen: Grievance Type Master:

Role Administrator Access Permissions Create, View, Update,

6.3.1.4 Screen: Grievance Report




6.3.1.5 Screen: Information on Grievance


6.3.2 Data Entry Screens

The following screens are available in the Grievance Management Module for making form based data entry:

6.3.2.1 Screen: Register Grievance:

Role WRD Employee EE Administrator

Access Permissions Register / Remove View/Forward View, Update,



6.3.2.2 Screen: Check Status of Grievance:

Role EE Investigation Officer Administrator Access Permissions View/Forward View/Forward View, Update,

6.3.3 Monitoring Screens

Role Investigation Officer Administrator Access Permissions View/Update View, Update,



6.3.2 Public Access

For public: Click on this link to access the module, https://eims1.mpwrd.gov.in/generalcomplaints/control/main.

7 Case Study

7.1 Steps in Grievance Management Module

The following are the steps in registration of grievance and its progress:

1) Register Grievance. 2) Add Investigation Officer for Grievance. 3) Add Investigation Details 4) Reports

7.2 Register Grievance

Primary Role: WRD Employee

Operations:

1. Login as WRD Employee 2. Click on Register Grievance

3. Fill all required Fields of form

On click ‘Save’ button see below screen.

https://eims1.mpwrd.gov.in/generalcomplaints/control/main



7.3 Add Investigation Officer

Primary Role: Administrator

Operations:

1. Login as Administrator 2. Click on Raise Investigation

3. Fill all required Fields of form

On click ‘Submit’ see below screen



7.4 Add Investigation Details

Primary Role: Investigation Officer

Operations:

Login as Investigation Officer

4. Click on ‘Enter Investigation’ of respective grievance 5. Fill all required Fields of form and click on ‘Submit’ button

7.5 Reports

Grievance Report: With the help of grievance report Admin can view all the grievances report on a single click

Grievance Report Final: This report help you to get a report according to office wise and its category.

Select category of Grievance and select office and click on submit button to get the report like this

Grievance Employee Report: This report is basically for Employee where he can see the status of raised Grievance.



8 References

S. No. Reference Documents

1 EIMS Task 1 – 4 Reports, TechM

2 MTR I – III, DHV

3 A Compilation of Technical Circulars for Irrigation Works in Madhya Pradesh, B.R.

Banga.

4 Department Structure, Proposal Documents provided by WRD

5 Discussions and Minutes of Meetings from various discussions and suggestions.

6 Feedback received from online Trac <http://mpwrd.gov.in/itmgmt>

7 SRS and Design Documents of the module.

http://mpwrd.gov.in/itmgmt