Edit with
P
DIGIT PGR
GRIEVANCE REDRESSAL
WORKING CONTEXT
Account
Makueni County Government, Kenya
Bomet County Government, Kenya
eThekwini Metropolitan Municipality, South Africa
Dire Dawa City Administration, Ethiopia
Enugu State Government, Nigeria
Maputo Municipal Council, Mozambique
Banyuwangi Regency Government, Indonesia
Amritsar Municipal Corporation, India
Jurisdiction
All Localities
Civil Lines
Ranjit Avenue
Hall Bazaar
Cantonment
Role
Citizen
Citizen Service Rep.
Grievance Routing Officer
Field Employee
Department Head
Account Administrator
Platform Administrator
Test User
Home
Users
Roles & Permissions
Complaints
Workflow Configuration
Sources
Channels
Communications
Integrations
Knowledge Base
Monitoring & Analytics
Audit
Settings
Test User
Test User
Build 2.4.1 · Sandbox
Sign Out
PGR Operations
All Localities · Last 7 days
Add KPI
Export
Filters
→
All wards
Heritage City
Financial District
Town Square
East Village
All types
Garbage not collected
Dead animal removal
Pothole on road
Streetlight not working
Water pipeline leakage
No water supply
Sewerage overflow
Stray animal menace
Illegal encroachment
ON-TIME RESOLUTION RATE
26.6%
▲
6%
BREACHED SLA (OPEN)
71
▲
0.6
RESOLVED
38
▲
18%
REOPEN RATE
26.3%
▲
2.1%
CITIZEN SATISFACTION
3.8/5
▲
0.3
Team load by SLA
All complaints by SLA state
Resolved
On track
Nearing breach
Breached
Baljeet Kaur
Pritam Singh
Ramesh Kumar
Mohan Lal
Surinder Pal
Gurmeet Singh
team avg
27
19
20
13
27
13
0
5
10
15
20
25
30
Resolution time by sub-type
Top 7 complaint subtypes by average hours to resolve
155.5h
45h
22.5h
30h
58h
Cattle on carriageway
120.6h
22h
34.3h
34.3h
30h
Flickering luminaire
93.5h
10h
45.5h
15h
23h
Unauthorised hoarding
71.2h
35.8h
12h
15.6h
Valve chamber seepage
55.1h
11h
19.3h
19.5h
Edge crater after rain
49h
21h
16.5h
Footpath encroachment
33h
15.2h
Manhole overflow
Pending assignment
Assigned
Pending reassignment
Resolved
Complaint map · Bengaluru
Created
Open
Resolved
Bengaluru
zoom 11 · District
Reset
+
−
 Leaflet | © OpenStreetMap
Created
–
1–6
7–12
13–18
19–24
25–30
31–36
No complaints
Zoom in to drill down · click a district to focus
Flow ratio by department
resolved ÷ created
Below break-even
At or above break-even
Sanitation
Electrical
Sewerage
Public Works
Town Planning
Veterinary
Water Supply
break-even
0.56
0.94
1.00
1.06
1.13
1.13
1.34
0.0
0.2
0.4
0.6
0.8
1.0
1.2
1.4
Complaints logged over time
Daily
Weekly
Monthly
Mon
Tue
Wed
Thu
Fri
Sat
Sun
0
15
30
45
60
LoggedResolved
Complaints at risk
Complaint ID
	Complaint Type
	Complaint Subtype
	Locality
	Owner
	Status
	SLA Status
	Duration of Breach

PGR-2026-T5039	Sewerage overflow	Manhole overflow	Riverside	
Mohan Lal
Sewerage Supervisor
	
ASSIGNED	Breached	+12d
PGR-2026-T5015	No water supply	Low pressure complaint	Riverside	Unassigned	
OPEN	Breached	+12d
PGR-2026-T5023	Dead animal removal	Cattle carcass removal	New Colony	Unassigned	
OPEN	Breached	+12d
PGR-2026-T5047	Water pipeline leakage	Valve chamber seepage	New Colony	
Baljeet Kaur
Water Works Officer
	
ASSIGNED	Breached	+11d
PGR-2026-T5003	Sewerage overflow	Manhole overflow	Riverside	Unassigned	
OPEN	Breached	+11d
PGR-2026-T5075	Sewerage overflow	Manhole overflow	Riverside	
Mohan Lal
Sewerage Supervisor
	
IN PROGRESS	Breached	+11d
PGR-2026-T5051	No water supply	Low pressure complaint	Riverside	
Baljeet Kaur
Water Works Officer
	
ASSIGNED	Breached	+11d
PGR-2026-T5059	Dead animal removal	Cattle carcass removal	New Colony	
Pritam Singh
Sanitary Inspector
	
IN PROGRESS	Breached	+11d
PGR-2026-T5011	Water pipeline leakage	Valve chamber seepage	New Colony	Unassigned	
OPEN	Breached	+10d
PGR-2026-T5027	Garbage not collected	Door-to-door collection skipped	Riverside	
Pritam Singh
Sanitary Inspector
	
ASSIGNED	Breached	+10d
PGR-2026-T5083	Water pipeline leakage	Valve chamber seepage	New Colony	
Baljeet Kaur
Water Works Officer
	
IN PROGRESS	Breached	+10d
PGR-2026-T5099	Garbage not collected	Door-to-door collection skipped	Riverside	
Pritam Singh
Sanitary Inspector
	
REOPENED	Breached	+10d
PGR-2026-T5031	Pothole on road	Edge crater after rain	Green Park	
Surinder Pal
Junior Engineer
	
ASSIGNED	Breached	+9d
PGR-2026-T5087	No water supply	Low pressure complaint	Riverside	
Baljeet Kaur
Water Works Officer
	
IN PROGRESS	Breached	+9d
PGR-2026-T5095	Dead animal removal	Cattle carcass removal	New Colony	
Pritam Singh
Sanitary Inspector
	
REOPENED	Breached	+9d
PGR-2026-T5019	Streetlight not working	Flickering luminaire	Green Park	Unassigned	
OPEN	Breached	+9d
PGR-2026-T5035	Stray animal menace	Cattle on carriageway	New Colony	
Pritam Singh
Sanitary Inspector
	
ASSIGNED	Breached	+9d
PGR-2026-T5091	Streetlight not working	Flickering luminaire	Green Park	
Gurmeet Singh
Lineman
	
REOPENED	Breached	+9d
PGR-2026-T5063	Garbage not collected	Door-to-door collection skipped	Riverside	
Pritam Singh
Sanitary Inspector
	
IN PROGRESS	Breached	+9d
PGR-2026-T5067	Pothole on road	Edge crater after rain	Green Park	
Surinder Pal
Junior Engineer
	
IN PROGRESS	Breached	+8d
PGR-2026-T5055	Streetlight not working	Flickering luminaire	Green Park	
Gurmeet Singh
Lineman
	
IN PROGRESS	Breached	+8d
PGR-2026-T5071	Stray animal menace	Cattle on carriageway	New Colony	
Pritam Singh
Sanitary Inspector
	
IN PROGRESS	Breached	+8d
PGR-2026-T5007	Illegal encroachment	Unauthorised hoarding	Green Park	Unassigned	
OPEN	Breached	+7d
PGR-2026-T5043	Illegal encroachment	Unauthorised hoarding	Green Park	
Surinder Pal
Junior Engineer
	
ASSIGNED	Breached	+6d
PGR-2026-T5079	Illegal encroachment	Unauthorised hoarding	Green Park	
Surinder Pal
Junior Engineer
	
IN PROGRESS	Breached	+5d
PGR-2026-T5002	Water pipeline leakage	Valve chamber seepage	Park Lane	Unassigned	
OPEN	Breached	+4d
PGR-2026-T5018	Garbage not collected	Door-to-door collection skipped	Clock Tower	Unassigned	
OPEN	Breached	+4d
PGR-2026-T5030	Sewerage overflow	Manhole overflow	Clock Tower	
Mohan Lal
Sewerage Supervisor
	
ASSIGNED	Breached	+4d
PGR-2026-T5006	No water supply	Supply interruption	Clock Tower	Unassigned	
OPEN	Breached	+4d
PGR-2026-T5014	Dead animal removal	Stray animal carcass	Park Lane	Unassigned	
OPEN	Breached	+4d
PGR-2026-T5078	No water supply	Supply interruption	Clock Tower	
Baljeet Kaur
Water Works Officer
	
IN PROGRESS	Breached	+4d
PGR-2026-T5086	Dead animal removal	Stray animal carcass	Park Lane	
Ramesh Kumar
Sanitary Inspector
	
IN PROGRESS	Breached	+4d
PGR-2026-T5038	Water pipeline leakage	Valve chamber seepage	Park Lane	
Baljeet Kaur
Water Works Officer
	
ASSIGNED	Breached	+3d
PGR-2026-T5054	Garbage not collected	Door-to-door collection skipped	Clock Tower	
Ramesh Kumar
Sanitary Inspector
	
IN PROGRESS	Breached	+3d
PGR-2026-T5066	Sewerage overflow	Manhole overflow	Clock Tower	
Mohan Lal
Sewerage Supervisor
	
IN PROGRESS	Breached	+3d
PGR-2026-T5042	No water supply	Supply interruption	Clock Tower	
Baljeet Kaur
Water Works Officer
	
ASSIGNED	Breached	+3d
PGR-2026-T5050	Dead animal removal	Stray animal carcass	Park Lane	
Ramesh Kumar
Sanitary Inspector
	
ASSIGNED	Breached	+3d
PGR-2026-T5010	Streetlight not working	Flickering luminaire	Old Market	Unassigned	
OPEN	Breached	+3d
PGR-2026-T5026	Stray animal menace	Aggressive pack sighting	Park Lane	
Ramesh Kumar
Sanitary Inspector
	
ASSIGNED	Breached	+3d
PGR-2026-T5021	Sewerage overflow	Manhole overflow	Crown Plaza	Unassigned	
OPEN	Breached	+3d
PGR-2026-T5074	Water pipeline leakage	Valve chamber seepage	Park Lane	
Baljeet Kaur
Water Works Officer
	
IN PROGRESS	Breached	+3d
PGR-2026-T5090	Garbage not collected	Door-to-door collection skipped	Clock Tower	
Ramesh Kumar
Sanitary Inspector
	
IN PROGRESS	Breached	+3d
PGR-2026-T5093	Sewerage overflow	Manhole overflow	Crown Plaza	
Mohan Lal
Sewerage Supervisor
	
REOPENED	Breached	+3d
PGR-2026-T5069	No water supply	Low pressure complaint	Crown Plaza	
Baljeet Kaur
Water Works Officer
	
IN PROGRESS	Breached	+2d
PGR-2026-T5077	Dead animal removal	Cattle carcass removal	Lawrence Avenue	
Pritam Singh
Sanitary Inspector
	
IN PROGRESS	Breached	+2d
PGR-2026-T5046	Streetlight not working	Flickering luminaire	Old Market	
Gurmeet Singh
Lineman
	
ASSIGNED	Breached	+2d
PGR-2026-T5062	Stray animal menace	Aggressive pack sighting	Park Lane	
Ramesh Kumar
Sanitary Inspector
	
IN PROGRESS	Breached	+2d
PGR-2026-T5029	Water pipeline leakage	Valve chamber seepage	Lawrence Avenue	
Baljeet Kaur
Water Works Officer
	
ASSIGNED	Breached	+44h
PGR-2026-T5045	Garbage not collected	Door-to-door collection skipped	Crown Plaza	
Pritam Singh
Sanitary Inspector
	
ASSIGNED	Breached	+44h
PGR-2026-T5082	Streetlight not working	Flickering luminaire	Old Market	
Gurmeet Singh
Lineman
	
IN PROGRESS	Breached	+36h
PGR-2026-T5098	Stray animal menace	Aggressive pack sighting	Park Lane	
Ramesh Kumar
Sanitary Inspector
	
REOPENED	Breached	+36h
PGR-2026-T5022	Pothole on road	Edge crater after rain	Old Market	Unassigned	
OPEN	Breached	+28h
PGR-2026-T5094	Pothole on road	Edge crater after rain	Old Market	
Surinder Pal
Junior Engineer
	
REOPENED	Breached	+28h
PGR-2026-T5005	Dead animal removal	Cattle carcass removal	Lawrence Avenue	Unassigned	
OPEN	Breached	+24h
PGR-2026-T5037	Streetlight not working	Flickering luminaire	Trade Centre	
Gurmeet Singh
Lineman
	
ASSIGNED	Breached	+20h
PGR-2026-T5053	Stray animal menace	Cattle on carriageway	Lawrence Avenue	
Pritam Singh
Sanitary Inspector
	
IN PROGRESS	Breached	+20h
PGR-2026-T5057	Sewerage overflow	Manhole overflow	Crown Plaza	
Mohan Lal
Sewerage Supervisor
	
IN PROGRESS	Breached	+20h
PGR-2026-T5033	No water supply	Low pressure complaint	Crown Plaza	
Baljeet Kaur
Water Works Officer
	
ASSIGNED	Breached	+16h
PGR-2026-T5041	Dead animal removal	Cattle carcass removal	Lawrence Avenue	
Pritam Singh
Sanitary Inspector
	
ASSIGNED	Breached	+16h
PGR-2026-T5012	Sewerage overflow	Manhole overflow	Mall Road	Unassigned	
OPEN	Breached	+14h
PGR-2026-T5058	Pothole on road	Edge crater after rain	Old Market	
Surinder Pal
Junior Engineer
	
IN PROGRESS	Breached	+12h
PGR-2026-T5048	Sewerage overflow	Manhole overflow	Mall Road	
Mohan Lal
Sewerage Supervisor
	
ASSIGNED	Breached	+10h
PGR-2026-T5060	No water supply	Supply interruption	Mall Road	
Baljeet Kaur
Water Works Officer
	
IN PROGRESS	Breached	+10h
PGR-2026-T5068	Dead animal removal	Stray animal carcass	Hall Bazaar	
Ramesh Kumar
Sanitary Inspector
	
IN PROGRESS	Breached	+10h
PGR-2026-T5024	No water supply	Supply interruption	Mall Road	
Baljeet Kaur
Water Works Officer
	
ASSIGNED	Breached	+6h
PGR-2026-T5032	Dead animal removal	Stray animal carcass	Hall Bazaar	
Ramesh Kumar
Sanitary Inspector
	
ASSIGNED	Breached	+6h
PGR-2026-T5084	Sewerage overflow	Manhole overflow	Mall Road	
Mohan Lal
Sewerage Supervisor
	
IN PROGRESS	Breached	+6h
PGR-2026-T5096	No water supply	Supply interruption	Mall Road	
Baljeet Kaur
Water Works Officer
	
REOPENED	Breached	+6h
PGR-2026-T5009	Garbage not collected	Door-to-door collection skipped	Crown Plaza	Unassigned	
OPEN	Breached	+4h
PGR-2026-T5065	Water pipeline leakage	Valve chamber seepage	Lawrence Avenue	
Baljeet Kaur
Water Works Officer
	
IN PROGRESS	Breached	+4h
PGR-2026-T5081	Garbage not collected	Door-to-door collection skipped	Crown Plaza	
Pritam Singh
Sanitary Inspector
	
IN PROGRESS	Breached	+4h
PGR-2026-T5020	Water pipeline leakage	Valve chamber seepage	Hall Bazaar	Unassigned	
OPEN	Nearing Breach	-2h
PGR-2026-T5036	Garbage not collected	Door-to-door collection skipped	Mall Road	
Ramesh Kumar
Sanitary Inspector
	
ASSIGNED	Nearing Breach	-2h
PGR-2026-T5034	Illegal encroachment	Footpath encroachment	Old Market	
Surinder Pal
Junior Engineer
	
ASSIGNED	Nearing Breach	-4h
PGR-2026-T5085	Pothole on road	Edge crater after rain	Trade Centre	
Surinder Pal
Junior Engineer
	
IN PROGRESS	Nearing Breach	-4h
PGR-2026-T5070	Illegal encroachment	Footpath encroachment	Old Market	
Surinder Pal
Junior Engineer
	
IN PROGRESS	Nearing Breach	-20h
0