08 Grievance Ver 1.0

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/E NGLISH S UPPORT ............................................................................................................ 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
Action Taken on
Grievance
Citizen
Raise
Grievance
Update Grievance Status

PGRC
Keep Track of
WRD Grievance ?
Grievance
PS, WRD
Reconfirm Keep Track of Update Grievance Status

WRD Grievance ? Grievance
Which CE Related Keep Track of Update Grievance Status

EnC
Grievance ? Grievance
Reassignment or for
Assign to Field Proper Action/
Keep Track of Nature of Officer as per
CE
Grievance Grievance ? the

Nature Update Grievance Status
Field Officer
Study and Resolution

Resolve/FWD to
Identify Possible within
Higher Authority
Cause Powers
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:
Process / Provisioned Roles

Access
Citizen Investigation Administrator
Permissions
Officer
Grievance Create, View Submit, View View
Investigation View, Create, Forward View

Report Accept/Reject
Grievance Type View View Create, Edit/Update
Master
Report View Generate, View Generate, View
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 djsaA (In the
address bar type www.mpwrd.gov.in then press enter button to visit Water
Resource Department's Web Site).
Address
box
EIMS
Login
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).
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
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
Role Administrator
6.3.1.5 Screen: Information on Grievance
Role Administrator
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.
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.

08 Grievance Ver 1.0

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Grievance Management

Developed by: Tech Mahindra Ltd

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/E NGLISH S UPPORT ............................................................................................................ 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

Basic functionalities of grievance management module are:

 Facilitates to lodge grievance

Investigation Officer: Authority to handle grievances on behalf of WRD

Of all grievances cases in the state

Grievance Management Process:

Update Grievance Status

Reconfirm Keep Track of Update Grievance Status

Which CE Related Keep Track of Update Grievance Status

Grievance Grievance ? the

Study and Resolution

The key features of the modules are listed below:

4.1 Security Feature

Note to the user:

Please update your passwords regularly

4.2 Master Data

4.4 Upload/Download Files and other data

4.6 View Grievance Details.

4.6 Reporting Features

The module provides following reports

5 Roles and Permissions

Process / Provisioned Roles

Grievance Create, View Submit, View View

Investigation View, Create, Forward View

6 How to Access Grievance Management Module

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

Data Entry role – for entering of basic form data

6.3.1 Module Admin