State Project Management Unit (SPMU)

1. How SPMU Assigned the Escalated Grievance to DEO:

Step 1 : Log in with their respective SPMU username and password

Step 2 : After logging in to the TNRTP staff portal, select the module name 

Step 3 : After selecting the module, the user will be redirected to the respective home page

Step 4 : Choose the All Grievance -> ‘Escalated’ tab in the left hand menu.

Step 5 : Click on the ‘Escalated‘ tab -> Public users are able to escalate their Grievance to the SPMU if they are not satisfied with the resolution

Step 6 : After selecting a Grievance, the SPMU can view the Grievance ID, Grievance details, activities, comments, and attachments in detail and the status of the Grievance ‘Waiting for Escalated Grievance Resolution’

Step 7 : Select Take Action

Step 8 : Select Assign-> If the SPMU needs clarification about the grievance, then they will assign the grievance to the respective DEO for clarification.

Step 9 : Assign To : The DEO district name is automatically displayed in the Assign to button

Step 10 : Write a note: SPMU has provided the note in the box after reviewing the grievance.

Step 11 : Attachments: Documents can be attached here by DEO

Step 11 : Click Assign

Step 12 : The grievance will be assigned automatically to the respective DEO, and the grievance status will be changed from Escalated to Assigned

2. How SPMU Resolved the Escalated Grievance:

Step 1 : Log in with their respective SPMU username and password

Step 2 : After logging in to the TNRTP staff portal, select the module name 

Step 3 : After selecting the module, the user will be redirected to the respective home page

Step 4 : Choose the All Grievance -> ‘Escalated’ tab in the left hand menu.

Step 5 : Click on the ‘Escalated‘ tab -> Public users are able to escalate their Grievance to the SPMU if they are not satisfied with the resolution.

Step 6 : After selecting a Grievance, the SPMU can view the Grievance ID, Grievance details, activities, comments, and attachments in detail and the status of the Grievance ‘Waiting for Escalated Grievance Resolution’

Step 7 : Select Take Action

Step 8 : Select Resolve -> In the event that the SPMU can able to resolve the grievance of their own 

Step 9 : Write a note: After the SPMU reviews the grievance, a resolution note will be inserted in the box

Step 10 : Resolution Type : 

1. Genuine Resolved : Is grievance raised genuine, and it warrants a resolution in favour of the public. 
2. Genuine not Resolved – Is grievance raised genuine, but the resolution is not in favour of the public. 
3. Not Genuine – Fake or irrelevant complaints. 

          Step 11 : Attachments:Documents can be attached here by SPMU

          Step 12 : Enter-> Confirm Resolution

          Step 13 : The Grievance will get moved from the ‘Escalated’ tab to the ‘Resolved’ tab

3. How SPMU Check the Escalated Grievance in Offline:

Step 1 : Log in with their respective SPMU username and password

Step 2 : After logging in to the TNRTP staff portal, select the module name 

Step 3 : After selecting the module, the user will be redirected to the respective home page

Step 4 : Choose the All Grievance -> ‘Escalated’ tab in the left hand menu.

Step 5 : Click on the ‘Escalated‘ tab -> Public users are able to escalate their Grievance to the SPMU if they are not satisfied with the resolution.

Step 6 : After selecting a Grievance, the SPMU can view the Grievance ID, Grievance details, activities, comments, and attachments in detail

Step 7 : Select Take Action

Step 8 : Select -> Offline -> The SPMU has decided to take the action of the Grievance offline

Step 9 : Remarks : SPMU has provided the remarks note in the box after reviewing the grievance.

Step 10 : Enter Submit 

Step 11 : The Grievance status automatically changed from ‘Escalated’ to ‘Offline’

4. How SPMU Resolve the Escalated Grievance in Offline:

Step 1 : Log in with their respective SPMU username and password

Step 2 : After logging in to the TNRTP staff portal, select the module name 

Step 3 : After selecting the module, the user will be redirected to the respective home page

Step 4 : Choose the All Grievance -> ‘Escalated’ tab in the left hand menu.

Step 5 : Click the ‘Offline’ tab, SPMU can be able to view the list of offline Grievance

Step 6 : After selecting a Grievance, the SPMU can view the Grievance ID, Previous Resolution details, Escalated details, Grievance details, Offline details, Activities, Comments, and Attachments

Step 7 : Select -> Take Action

Step 8 : Write a note: An offline resolution note will be inserted into the box after the SPMU reviews the grievance.

Step 9 : Attachments: Documents can be attached here by SPMU

Step 10 : Resolution Type : 

4. Genuine Resolved : Is grievance raised genuine, and it warrants a resolution in favour of the public. 
5. Genuine not Resolved – Is grievance raised genuine, but the resolution is not in favour of the public. 
6. Not Genuine – Fake or irrelevant complaints. 

Step 11 : Attachments:Documents can be attached here by SPMU

Step 12 : Enter-> Confirm Resolution

• The Grievance will get moved from the ‘Offline’ to the ‘Resolved’ tab

5. How SPMU View the Assigned Grievance:

Step 1 : Log in with their respective SPMU username and password

Step 2 : After logging in to the TNRTP staff portal, select the module name 

Step 3 : After selecting the module, the user will be redirected to the respective home page

Step 4 : Choose the All Grievance -> ‘Escalated’ tab in the left hand menu.

Step 5 : Under the ‘Assigned‘ tab, SPMU can able to view the list of Grievance assigned to the DEO

Step 6 : The SPMU can view the assigned grievance in detail by selecting the particular grievance. According to the grievance status, it is ‘Waiting for the Escalated Grievance to be Responded‘

6. How SPMU Accept the DEO Response :

Step 1 : Log in with their respective SPMU username and password

Step 2 : After logging in to the TNRTP staff portal, select the module name 

Step 3 : After selecting the module, the user will be redirected to the respective home page

Step 4 : Choose the All Grievance -> ‘Escalated’ tab in the left hand menu.

Step 5 : Under the ‘Responded‘ tab, SPMU can able to view the response of the escalated Grievance received from the DEO

Step 6 : After selecting a Grievance, the SPMU can view the Grievance ID, Response, Escalated Grievance Details, Grievance Details, Activities, Comments, and Attachments

Step 7 : Select -> Take Action

Step 8 : Once the SPMU satisfied with the final solution provided by DEO, the SPMU will select -> Accept 

Step 9 : Resolution: After reviewing the final solution from DEO, the SPMU will input the final message of the resolution tab.

Step 10 : Resolution Type : 

1. Genuine Resolved : Is grievance raised genuine, and it warrants a resolution in favour of the public. 
2. Genuine not Resolved – Is grievance raised genuine, but the resolution is not in favour of the public. 
3. Not Genuine – Fake or irrelevant complaints. 

Step 11 : Attachments:Documents can be attached here by SPMU

Step 12 : Review the Resolution Summary, Resolution Type, and Attachment document details

Step 13 : Submit-> Confirm Resolution

 Step 14 : The grievance will be moved from Responded to Resolved since the resolution has been submitted.

7. How SPMU Reject the DEO Response :

Step 1 : Log in with their respective SPMU username and password

Step 2 : After logging in to the TNRTP staff portal, select the module name 

Step 3 : After selecting the module, the user will be redirected to the respective home page

Step 4 : Choose the All Grievance -> ‘Escalated’ tab in the left hand menu.

Step 5 : Under the ‘Responded‘ tab, SPMU can able to view the response of the escalated Grievance received from the DEO

Step 6 : After selecting a Grievance, the SPMU can view the Grievance ID, Response, Escalated Grievance Details, Grievance details, Activities, Comments, and Attachments

Step 7 : Select -> Take Action

Step 8 : The SPMU will click Reject if they are not satisfied with the resolution presented by the DEO. 

Step 9 : Reason for Rejection: SPMU will enter the rejection reason in the box. (Based on the SPMU’s comments, the DEO will recheck the grievance and forward it to SPMU) 

Step 10 : Enter Next

Step 11 : Review the rejection summary and Submit-> Reject 

Step 12 : The grievance is moved from the Responded to the Assigned after we click the Reject button.

8.How SPMU View the Resolved Grievance:

Step 1 : Log in with their respective SPMU username and password

Step 2 : After logging in to the TNRTP staff portal, select the module name 

Step 3 : After selecting the module, the user will be redirected to the respective home page

Step 4 : Choose the All Grievance -> ‘Escalated’ tab in the left hand menu.

Step 5 : Under the ‘Resolved‘ tab, SPMU can able to view the list of resolved Grievance

Step 6 : The SPMU can view the resolved grievance in detail by selecting the particular grievance. According to the grievance status, it is ‘Waiting for public to be Acknowledge‘

9.How SPMU View the Abuse/Corruption Grievance:

Step 1 : Log in with their respective SPMU username and password

Step 2 : After logging in to the TNRTP staff portal, select the module name 

Step 3 : After selecting the module, the user will be redirected to the respective home page

Step 4 : Choose the All Grievance -> Abuse/Corruption tab in the left hand menu

Step 5 : SPMU can able to track all the list of Abuse and Corruption Grievance

Step 6 : After selecting a Grievance, the SPMU can able to view the Grievance ID, Grievance details, Activities, and Attachments and the status of the Grievance in detail

Step 7 : The SPMU is able to track all abuse and corruption related Grievance, but it cannot take any action unless the grievance is escalated

Step 8 : SPMU can able to comment by using the comment tab and SPMU can able to view the comment in the activities 

10. How SPMU View the Closed Grievance:

Step 1 : Log in with their respective SPMU username and password

Step 2 : After logging in to the TNRTP staff portal, select the module name 

Step 3 : After selecting the module, the user will be redirected to the respective home page

Step 4 : Choose the Closed Grievance tab in the left hand menu. The list of Grievance will appear

Step 5 : After selecting the grievance, you will be taken to the grievance detail page

11.How SPMU Check the Reports:

Step 1 : Log in with their respective SPMU username and password and click Login

Step 2 : After logging in to the TNRTP staff portal, select the module name 

Step 3 : After selecting the module, the user will be redirected to the respective home page 

Step 4 : Click Reports on the left hand menu, the SPMU can able to view the list of Grievance count in detail

Step 5 : Click ‘Download as Xls’ to download the report in Excel

         Step 6 : Click ‘Download as PDF’ to download the report in PDF

12.How SPMU View the Dashboard:

Step 1 : Log in with their respective SPMU username and password

Step 2 : After logging in to the TNRTP staff portal, select the module name 

Step 3 : After selecting the module, the user will be redirected to the respective home page

Step 4 : Choose the Dashboard

Step 5 : Select Dashboard-> Grievance Overview

1. The SPMU can review the status of all district Grievance
2.  New -> This represents the total number of Grievance raised by the public
3. Offline -> Indicates the number of Grievance SPMU has decided to resolve offline
4. Assigned -> Indicates the total number of Grievance assigned to each DEO and BTL
5. Responded -> It indicates the total number of Grievance that have been responded to by the DEO and BTL
6. Resolved -> This number represents the total number of Grievance that the SPMU and DEO have resolved
7. Escalated -> Indicates the total number of Grievance that have been escalated from the public
8. Total -> Indicates the total number of Grievance

Step 6 : Select Dashboard-> Overdue Analysis

1.  1 – 30 days: Indicates the number of complaints not responded to within the designated time frame 30 days
2. 31 – 60 days: Indicates the number of complaints not responded to within the designated time frame of 31- 60 days
3. 61 – 90 days: This represents the total number of Grievance not addressed within the designated time frame of 61-90 days.
4. Overdue 90 days: Indicates that the total number of Grievance hasn’t been responded to for more than 90 days.

Step 7 : Select Dashboard-> District Performance

1.  SPMU has been able to view the details of closed grievance percentages for the top and worst 3 districts.

Step 8 : Select Dashboard-> Nature of Complaint and Category Analysis

1. General, Abuse & Corruption – This section shows the total number of Grievance raised by the public, along with its percentage details
2. Project Scheme related Personnel & Others – This section shows the total number of Grievance for each category along with its percentage details

Step 9 : Select Dashboard-> Top 5 Components

1. SPMU can able to view the top 5 components along with the percentage
2. Select the calendar from the dropdown, based on the month the SPMU can view the report