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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
Ramesh Kumar
Field Employee
Build 2.4.1 · Sandbox
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PGR Operations
All Localities · Last 7 days
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TOTAL
15
+12 vs last week
OPEN
12
4 nearing breach
RESOLVED
2
87% within SLA
BREACHED
3
Escalation L2 active
AVG. RESOLUTION
42h
Target: 36h
REOPEN RATE
7%
CSAT 4.1/5
Complaints filed vs resolved — last 7 days
Mon
Tue
Wed
Thu
Fri
Sat
Sun
0
15
30
45
60
By locality
W-12
5
W-18
4
W-21
3
W-27
3
By department — open vs resolved
Sanitation
Electrical
Water Supply
Sewerage
Public Works
Town Planning
Veterinary
0
0.75
1.5
2.25
3
Recent activity
View inbox
PGR-2026-04812
·
W-12
Garbage not collected
ASSIGNED
PGR-2026-04813
·
W-18
Streetlight not working
IN PROGRESS
PGR-2026-04814
·
W-21
Water pipeline leakage
OPEN
PGR-2026-04815
·
W-27
Sewerage overflow
ASSIGNED
PGR-2026-04816
·
W-18
Pothole on road
RESOLVED
PGR-2026-04817
·
W-12
Dead animal removal
OPEN
Complaints at risk
Complaint ID
	Complaint Type
	Complaint Subtype
	Locality
	Owner
	Status
	SLA Status
	Duration of Breach

PGR-2026-04826	Sewerage overflow	Sewerage overflow	Civil Lines	
Mohan Lal
Sewerage Supervisor
	
IN PROGRESS	Nearing Breach	-1h
PGR-2026-04818	No water supply	No water supply	Civil Lines	
Baljeet Kaur
Water Works Officer
	
ASSIGNED	Nearing Breach	-2h
Complaints by geography
Logged
Open
Resolved
W-12
5
W-18
4
W-21
3
W-27
3
Complaint map · Bengaluru
Created
Open
Resolved
Bengaluru
zoom 11 · District
Reset
+
−
 Leaflet | © OpenStreetMap
Created
–
1–1
2
3
3
4
5
No complaints
Zoom in to drill down · click a district to focus
Complaints by status
Table
Bar
Status	Count
Pending Assignment	4
Assigned	4
Pending Reassignment	4
Pending Reassignment	0
Resolved	2
Closed	0
Rejected	1
Complaints by type / sub-type
Table
Bar
Department / Type	Count
▸ Sanitation	4
▸ Water Supply	3
▸ Electrical	2
▸ Sewerage	2
▸ Public Works	2
▸ Town Planning	1
▸ Veterinary	1
Complaints by SLA
Table
Bar
Bucket	Count
Within SLA	10
Breaching SLA	2
Breached SLA	3
Complaints by channel
80%
6.7%
6.7%
6.7%
Mobile AppWebCallCounter
Open complaints — new vs reopened
12
0
NewReopened
Time-of-day pattern
00h
02h
04h
06h
08h
10h
12h
14h
16h
18h
20h
22h
0
0.5
1
1.5
2
Day-of-week pattern
Sun
Mon
Tue
Wed
Thu
Fri
Sat
0
2
4
6
8
Trending complaints (top 5)
#	Sub-type	Volume	WoW
1	Garbage not collected	3	↑ 27.0%
2	Streetlight not working	2	↓ 7.3%
3	Water pipeline leakage	2	↓ 12.6%
4	Sewerage overflow	2	↑ 4.1%
5	Pothole on road	2	↓ 8.2%
Trending locations
TOP SPIKE
W-21
3 complaints
3.7×
W-21
3.7×
W-18
2.8×
W-27
2.5×
W-12
1.0×
Open complaints by employee
Employee	Open	% of total	Avg. response time
Ramesh Kumar	2	25.0%	0h
Gurmeet Singh	2	25.0%	0h
Mohan Lal	2	25.0%	0h
Surinder Pal	1	12.5%	0h
Baljeet Kaur	1	12.5%	0h
Pritam Singh	0	0.0%	0h
Team load by SLA
All complaints by SLA state
Resolved
On track
Nearing breach
Breached
Ramesh Kumar
Gurmeet Singh
Mohan Lal
Surinder Pal
Baljeet Kaur
Pritam Singh
team avg
2
2
2
2
1
1
0
1
2
Resolution time by sub-type
Top 7 complaint subtypes by average hours to resolve
110h
110h
Garbage not collected
90h
90h
Pothole on road
Pending assignment
Assigned
Pending reassignment
Resolved
Resolution rate by complaint type
Complaint sub-type	Closure	Avg. resolution
Streetlight not working	0.0%	0h
Water pipeline leakage	0.0%	0h
Sewerage overflow	0.0%	0h
Dead animal removal	0.0%	0h
No water supply	0.0%	0h
Illegal encroachment	0.0%	0h
Stray animal menace	0.0%	0h
Garbage not collected	33.3%	110h
Pothole on road	50.0%	90h
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
0.50
1.00
1.00
1.00
1.00
1.00
1.33
0.0
0.2
0.4
0.6
0.8
1.0
1.2
1.4
Average time per workflow stage
Stage	Avg dwell	Median dwell	Samples
Pending AssignmentBOTTLENECK	0h	0h	0
Assigned	0h	0h	0
Pending Reassignment	0h	0h	0
Resolved (end-to-end)	100h	100h	2
Type & sub-type by status
Type / Sub-type	Pending Assignment	Assigned	Pending Reassign	Pending Reassign	Resolved	Closed	Rejected	Total

Garbage not collected
Garbage not collected
	0	1	0	0	1	0	1	3

Streetlight not working
Streetlight not working
	0	0	2	0	0	0	0	2

Water pipeline leakage
Water pipeline leakage
	2	0	0	0	0	0	0	2

Sewerage overflow
Sewerage overflow
	0	1	1	0	0	0	0	2

Pothole on road
Pothole on road
	0	0	1	0	1	0	0	2

Dead animal removal
Dead animal removal
	1	0	0	0	0	0	0	1

No water supply
No water supply
	0	1	0	0	0	0	0	1

Illegal encroachment
Illegal encroachment
	1	0	0	0	0	0	0	1

Stray animal menace
Stray animal menace
	0	1	0	0	0	0	0	1
Complaints by age
< 1 day
1–3 days
3–7 days
> 7 days
0
4
8
12
16
Complaints logged over time
Daily
Weekly
Monthly
Mon
Tue
Wed
Thu
Fri
Sat
Sun
0
15
30
45
60
LoggedResolved
12