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Public Grievance Redressal Data Model Specs

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

Description
Attributes
Mapping
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.
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
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
Attributes
Mapping
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.
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
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
Attributes
Mapping
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.
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
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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