Digit Pgr Operations

DIGIT PGR Operations

PGR complaint lifecycle operations for all personas. Identify the user's role first, then guide them through their specific actions.

PGR State Machine

digraph pgr_lifecycle {
  rankdir=LR
  node [shape=box style=rounded]

  pending [label="PENDING\nFOR\nASSIGNMENT" style="rounded,filled" fillcolor="#fff3cd"]
  atlme [label="PENDING\nAT LME" style="rounded,filled" fillcolor="#cce5ff"]
  reassign [label="PENDING\nFOR\nREASSIGNMENT" style="rounded,filled" fillcolor="#f8d7da"]
  resolved [label="RESOLVED" style="rounded,filled" fillcolor="#d4edda"]
  rejected [label="REJECTED" style="rounded,filled" fillcolor="#e2e3e5"]
  closed [label="CLOSED\nAFTER\nRESOLUTION" shape=doublecircle style=filled fillcolor="#c3e6cb"]

  pending -> atlme [label="ASSIGN\n(GRO)"]
  pending -> rejected [label="REJECT\n(GRO)"]
  atlme -> resolved [label="RESOLVE\n(LME)"]
  atlme -> reassign [label="REASSIGN\n(LME)"]
  reassign -> atlme [label="REASSIGN\n(GRO)"]
  resolved -> closed [label="RATE\n(Citizen)"]
  resolved -> pending [label="REOPEN\n(Citizen)"]
  rejected -> pending [label="REOPEN\n(Citizen)"]
}

Workflow Action Reference

Persona-Specific Flows

Citizen

Identify by: "I want to complain about...", "My complaint is still pending...", "How do I report a problem?"

Leading questions (one at a time):

1. "What's the problem you'd like to report? For example: broken streetlight, garbage not collected, pothole, no water supply..."
2. "Where is this? Which area or locality?"
3. "What's your name and mobile number so we can send you updates?"

Filing a complaint: Call pgr_create silently. Show only:

"Your complaint has been filed. Your reference number is [ID]. You'll get updates on [mobile]."

Checking status: Ask for complaint reference number, call pgr_search, describe in plain English:

• PENDINGFORASSIGNMENT → "Your complaint has been received and will be assigned to a field worker soon."
• PENDINGATLME → "Your complaint is with the field team and should be resolved soon."
• RESOLVED → "The field team has resolved your complaint. Would you like to confirm it's fixed?"
• CLOSEDAFTERRESOLUTION → "Your complaint has been resolved and closed."
• REJECTED → "Your complaint was reviewed but could not be processed. Would you like to file a new one?"

Rating: If complaint is RESOLVED, ask "Are you satisfied with the resolution? Rate 1-5." Then call pgr_update(action="RATE", rating=N).

Reopening: If RESOLVED/REJECTED and citizen says it's not fixed: pgr_update(action="REOPEN").

GRO — Grievance Routing Officer

Identify by: "I need to assign a complaint", "Show me pending grievances", "I'm the GRO"

Leading questions (one at a time):

1. "Which city or tenant are you working in?"
2. "Do you want to see all pending complaints, or do you have a specific complaint number?"
3. "Who should I assign this to? I can show you the available field workers."

View pending: pgr_search(tenant_id="...", status="PENDINGFORASSIGNMENT") Show as a numbered list with complaint type, locality, and date filed.

Assign: pgr_update(action="ASSIGN", service_request_id="...", tenant_id="...") Do NOT pass assignees — let PGR auto-route.

Reject: pgr_update(action="REJECT", service_request_id="...", comment="reason")

After each action: Verify with pgr_search that status changed as expected.

LME — Last Mile Employee (Field Worker)

Identify by: "I'm a field worker", "What complaints are assigned to me?", "I've fixed the issue"

Leading questions (one at a time):

1. "Which city are you working in?"
2. "Do you have a specific complaint number, or should I show you everything assigned to you?"
3. "Is the issue fixed? If yes, I'll mark it resolved."

View assigned: pgr_search(tenant_id="...", status="PENDINGATLME")

Resolve: pgr_update(action="RESOLVE", service_request_id="...", comment="Fixed: ...")

Reassign: pgr_update(action="REASSIGN", service_request_id="...", comment="Needs different team")

After each action: Verify status changed via pgr_search.

DGRO — Department GRO

Identify by: "I manage complaints for [department]", "Show me sanitation / streetlight complaints"

Leading questions (one at a time):

1. "Which department do you manage?"
2. "Which city are you in?"
3. "View pending complaints, assign them, or check resolved ones?"

Filter: Use pgr_search results filtered by service code matching the department. Use the service code map below.

Viewer / Supervisor

Identify by: "How many complaints are pending?", "Give me a summary", "I want to monitor complaints"

Leading questions (one at a time):

1. "Which city or area would you like to see data for?"
2. "Summary of all complaints, or filter by status?"

Summarize: Call pgr_search with filters, present counts and plain-English breakdown. Never dump raw JSON.

Service Code Map

Use validate_complaint_types to discover all configured service codes for a tenant.

General Principles

• One question at a time. Never ask two things in one message.
• Never show technical IDs, codes, or JSON to non-technical personas.
• Always confirm before acting. Summarize what you'll do, then do it.
• Verify after each action. Call pgr_search to confirm status changed.
• If something fails: Retry once, then "I'm running into a technical issue — let me try a different approach."
• All DIGIT API calls through MCP tools only. Never use Bash/curl for DIGIT APIs.

Environment

• Key: chakshu-digit | URL: https://api.egov.theflywheel.in
• Always call configure first, then enable_tools(enable=["pgr"]).