Public Grievance Redressal Data Model

The objective of the PGR service is to provide the functionality to raise a complaint or grievance by citizens in the system. Citizens can track the status of their complaint or grievance on the application and notifications of any updates is triggered to their registered mobile number whenever there is any change in the status of the complaint.

PGR Service Entity Details

• eg_pgr_address

• eg_pgr_service

• eg_pgr_action

eg_pgr_address

Description

Representation of an address. The postal location details of the area where the complaint needs to be acted upon. Individual APIs may choose to extend from this using all if more details need to be added in their case.

Set of location-related details in commonly accepted formats to identify an entity uniquely in a city or village. Conventionally used by postal or courier services to deliver mails or parcels to that location.

Attributes

Attribute Name	Data Type	Definition	Mandatory (Y/N)
tenantid (PK)	character varying (256)	Unique identifier for a tenant to which user primarily belongs	Y
uuid (PK)	character varying (256)	system generated id for the address	Y
housenoandstreetname	character varying (512)	house no and street name of complainant	N
mohalla	character varying (256)	locality of the complainant	N
landmark	character varying (1024)	additional location detail to help find the property	N
city	character varying (512)	city of the address..can be representated by the tenantid	N
pincode	character varying (16)	pincode of the address. Indian pincodes constitute numbers only	N
latitude	numeric (9, 6)	the latitude location details of the property	N
longitude	numeric (10, 7)	the longitude location details of the property	N
createdby	character varying (128)	username (preferred) or userid of the user that created the object	Y
createdtime	bigint	epoch of the time object is created	Y
lastmodifiedby	character varying (128)	username (preferred) or userid of the user that last modified the object	N
lastmodifiedtime	bigint	epoch of the time object is modified last	N
additionaldetails	jsonb	Json object to capture any extra information which is not accommodated in the model	N

Mapping

Attribute Name	Mapping Details
tenantid	services.*.addressDetail.tenantId
uuid	services.*.addressDetail.uuid
housenoandstreetname	services.*.addressDetail.houseNoAndStreetName
mohalla	services.*.addressDetail.mohalla
landmark	services.*.addressDetail.landmark
city	services.*.addressDetail.city
pincode
latitude	services.*.addressDetail.latitude
longitude	services.*.addressDetail.longitude
createdby	services.*.addressDetail.auditDetails.createdBy
createdtime	services.*.addressDetail.auditDetails.createdTime
lastmodifiedby	services.*.addressDetail.auditDetails.lastModifiedBy
lastmodifiedtime	services.*.addressDetail.auditDetails.lastModifiedTime
additionaldetails

eg_pgr_service

Description

Complaints or service requests raised by a citizen. Typically, involves concerns raised about the poor quality of service or when the promised services are not delivered as expected. This entity holds the complaint or service request details comprising of a unique id, type of complaint and its description.

Attributes

Attribute Name	Data Type	Definition	Mandatory (Y/N)
tenantid (PK)	character varying (256)	system generated id for the address	Y
servicecode	character varying (256)	The unique identifier for service	Y
servicerequestid (PK)	character varying (256)	The unique formatted id for service request.	Y
description	character varying (4000)	Additional information or description of the service request - Application to raise grievances and track the progress. - It allows any citizen registered in the system to raise a complaint (based on the service definition provided in the master data) for any ULB belonging to the state.	N
accountid	character varying (256)	userid of the user requesting the srervice - in our case it may be same as phone as we are using mobile number as the userid	N
		This is the json object that will carry the actual input (where ever the metadata requries input)	N
applicationstatus	character varying (128)	The current status of the service request.	N
rating	smallint	Evaluation posted by the citizen on complaint resolution.	N
source	character varying (256)	captures the source of the service request(ex:- whatsapp, ivr, Swachhata etc)	N
createdby	character varying (256)	username (preferred) or userid of the user that created the object	Y
createdtime	bigint	epoch of the time object is created	N
lastmodifiedby	character varying (256)	username (preferred) or userid of the user that last modified the object	N
lastmodifiedtime	bigint	epoch of the time object is modified last	N
addressid	character varying (64)	Reference to linked address with the grievance.	N
phone	character varying (64)	Contact number of the individual who lodged the complaint	Y
status	character varying (64)	The current status of the service request	N
feedback	character varying (500)	Information/Comments posted by the citizen on complaint resolution.	N

Mapping

Attribute Name	Mapping Details
tenantid	services.*.tenantId
servicecode	services.*.serviceCode
servicerequestid	services.*.serviceRequestId
description	services.*.description
accountid	services.*.accountId
rating	services.*.rating
source	services.*.source
createdby	services.*.auditDetails.createdBy
createdtime	services.*.auditDetails.createdTime
lastmodifiedby	services.*.auditDetails.lastModifiedBy
lastmodifiedtime	services.*.auditDetails.lastModifiedTime
addressid	services.*.addressId
phone	services.*.phone
status	services.*.status
feedback	services.*.feedback

eg_pgr-action

Description

Refers to the broad steps or actions required to handle the grievances. Some steps may be optional depending on the context. This entity holds the information about the action being taken on the complaint as it goes through the redressal workflow.

Attributes

Attribute Name	Data Type	Definition	Mandatory (Y/N)
uuid (PK)	character varying (256)	system generated id for the address	Y
tenantid (PK)	character varying (256)	Unique identifier for a tenant to which user primarily belongs	Y
when	bigint	EPOC timestamp on when that particular entity is created in a DB.	N
businesskey	character varying (256)	Connector used to reference a complaint to its action.	Y
status	character varying (64)	The current status of the service request	N
assignee	character varying (256)	The individual responsible for taking next action on a complaint	N
media	jsonb	Supporting evidence by citizen while lodging a complaint	N
comments	character varying (1024)	Additional information with respect to a grievance/ process.	N
action	character varying (64)	Action on the application in certain	N

Mapping

Attribute Name	Mapping Details
uuid	actionInfo.*.uuid
tenantid	actionInfo.*.tenantId
when	actionInfo.*.when
businesskey	actionInfo.*.businessKey
status	actionInfo.*.status
assignee	actionInfo.*.assignee
media	actionInfo.*.media
comments	actionInfo.*.comments
action	actionInfo.*.action

Mapping Constructs

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