The Grievance Redress and Anti-Corruption Reporting System is a web application that provides a channel for the people of Sierra Leone and beneficiaries of the SSN Project raise grievances, complaints, or corruption reports about the project and/or any other business and manage grievances to ensure speedy settlement of grievances.


The System is completely menu driven and user-friendly. Screens are ergonomically designed. Wherever possible, input fields will be pre-populated.  Product function wise user interfaces such as screen formats for Input forms, output screens, report layouts, menu structures have been explained in subsequent sections.

This document is the user-manual of the system. It covers the usage of the system, along with suggested configuration options. The planning, design and creation of GRMS is available in a separate document.

    1. Audience

This user manual has been provided for the users of GRM software. It has been assumed that the user has basic working knowledge of computers as well as internet browsing experience and is well versed with grievance redress mechanism.

    1. Purpose

The purpose of this document is to provide an interface between the user and the application software. It will help users to understand various features of the application and will enable them to operate the software.

    1. System Requirements to run the application software

Being a web enabled application any client machine equipped with internet connectivity could run the application software. The application facilitates to attach a scanned document to registered grievances. Hence a scanner may be required to convert documents into digital files. PDF files are highly preferred.


    1. Reference Architecture


    1. Features Available in this Release


Feature

Available in this Release

User Registration

Yes

Grievance Submission (Web Portal)– Anonymous

YES

Grievance Submission (Web Portal) – Registered Users

YES

Grievance Submission (web Portal) – Registered Users

YES

Grievance Submission – ODK

Yes

Grievance Submission – SMS

NO

Grievance Submission – Email

NO

Officers dashboards

YES

Configuration/Catalogs Management: enable configuring master activities that helps the users to define the parameters that are relevant to the user, function or role

YES

Status Management: The Status Management component contains a list of status that is relevant to a grievance. The grievance status will change dynamically both on trigger of a manual process or an automated process.

YES

Notification Engine:  Status Notifications and Tracking, Decision, reply – through Web interface, e-mail, SMS, IVR

Email only

Complainers & Suspects Management

YES

Cases & Actions Management

YES

Resolutions

YES

Reports (Elastic)

YES


Acronyms and Abbreviations


Acronym & Abbreviations

Full form

ACC

Anti-Corruption Commission

CSO

Civil society organizations

NaCSA

National Commission for Social Action

GRM

Grievance Redress Mechanism

GRMS

Grievance Redress Mechanism System

MIS

Management Information System

SP

Social Protection

SSN

Social Safety Net

ICT

Information and Communication Technology

SRS

System Requirement Specifications

TTL

Task Team Leaders

SPS

Social Protection Secretariat

SSNP

Social Safety Net Project

User

Someone who interacts with the mobile phone application

GUI

Graphical user interface

SMPP

Short Message Peer-to-Peer

SMS

Short Message Service

USSD

Unstructured Supplementary Service Data

GIN

Grievance Identification Number

GRO

Grievance Review officer

DNO

Database Number

MSDG

Mobile Services Delivery Gateway

SRS

Software Requirement Specifications

UDN

Unique Database Number

GA

Grievance Administrator

Glossary


The glossary defines the key terms and concepts mentioned and used in this User Manual.


Word

Explanation

Grievance/ Complaint/Case

An Grievance, concern, problem, or claim (perceived or actual) that an individual or community group wants entity to address and resolve. Synonymous with grievance.

Grievance Management

The subject of this document. Represents the whole solution as aggregate

System

of all subsystems and interfaces.

Host System

The main part of the GRM that resides on the server and where the business logic runs. Maintains physical connections to all external systems (data storage system, version control and change management systems)

Client System

The part of the GRM that runs on the user PC. Provide GUI and required system functionality. Maintains physical connection to the host system.

Data Storage System

An external Data Base Management System, where the GRM stores all its data and that enables all data storage-related functionality of the PMS.

Grievance  Review officers (GRO)

The person who has the overall responsibility of the grievance. To ensure it is resolved

Entity Portfolio

A set of entities to which grievances belong. e.g,, ACC and NaCSA

Manager

The person who has the overall responsibility for the entity portfolio

Administrator

The system administrator is charged with installing, supporting and maintaining the GRM as well as with user management.

User

Any person who uses the GRM and is registered within the GRM. It means that he or she has the user login.

User Profile

Preferences of the registered user of the GRM that are saved within the GRM.

User Role

Placeholder for the defined set of permissions.

Case

Is an activity that needs to be accomplished within a defined period of time. Each case may have one or more actionable activities that can be linked together to create dependencies

Sub Action

An action that has a parent action what it belongs to.

Report

A defined view on the grievance that contains the specified grievance attributes

Authorized user

The user who has logged into the GRM and has a right to perform some operation. The GRM “knows” the identity of the user and permission that are granted to this user.

Authenticated user

The user who has logged into the GRM. The GRM “knows” the identity of the user.





Grievance Redress Management System