Grievance Redress Mechanism

Introduction

The support ticketing system enables program managers to efficiently track and resolve issues directly tied to program operations. It ensures that beneficiary concerns, application issues, and entitlement disputes are logged, monitored, and resolved in alignment with program goals.

Features

• Program-linked tickets: Tickets can be directly associated with specific programs, cycles, or entitlements.

• Issue categorization: Categorize tickets by program activity (e.g., enrollment, payments, appeals).

• Team routing: Automatically assign program-related tickets to designated program support teams.

• Performance monitoring: Track SLA compliance to ensure program-level service quality.

Functional Design

• Creation: Tickets are logged by program managers or beneficiaries (via portal) against a specific program or cycle.

• Assignment: Tickets are assigned to program-focused support teams.

• Resolution & closure: Progress tracked across stages until closure, with full transparency.

User Roles

• Program officers: Monitor and manage tickets linked to their program(s).

• Support teams: Resolve issues based on assigned program responsibilities.

• Beneficiaries: Submit complaints/issues tied to program participation.

Integration Points

• Programs & cycles: Direct linking of tickets with program cycles, eligibility, and entitlements.

Reference

This section builds on the Grievance Redress Mechanism described in the Utility & Tools Documentation.