Grievance Management System

$1\mathrm{.}1.$ Scope

The Grievance Management module will encompass the following core features:

$$ Grievance submission and categorization

$$ Grievance routing and assignment

$$ Grievance response and resolution

$$ Grievance escalation and tracking

$$ User interface for farmers$/$users and officers

$$ Digital signature implementation

$1\mathrm{.}2.$ Definitions, Acronyms, and Abbreviations

$$ L$1,$ L$2,$ L$3$: Level $1,$ Level $2,$ Level $3$ officers $($responsible for grievance resolution$)$

$$ SLA: Service Level Agreement $($defines timeframes for grievance resolution$)$

$$ UI: User Interface

$2.$ Specific Requirements

$2\mathrm{.}1.$ Functional Requirements

The system shall provide the list of all possible grievances.

$$ The system shall allow the user to register a grievance under the "others" category.

$$ The system shall be able to retrieve the grievance submission form.

$$ The system shall allow the user to enter data, including alphanumeric and special characters.

$$ The system shall ask for re$-$confirmation from the user before submitting the form.

$$ The system shall be able to channel and handle different grievances.

$$ The system shall prompt the user in case of any errors during submission.

$$ The system shall prompt the user if the word limit is exceeded.

$$ The system shall provide text formatting tools and spell check for the user.

$$ The system shall acknowledge successful grievance submission and generate a unique registration number.

$$ The system shall uniquely identify grievances using this registration number.

$$ The system shall route the grievance to the appropriate Level $1($L$1)$ officer based on the resolution matrix.

$$ The system shall route the grievance based on the selected grievance type.

$$ The system shall allow the L$1$ officer to accept, re$-$route, or reject the grievance.

$$ In case of rejection$/$re$-$routing, the L$1$ officer can state the reason.

$$ The system shall save acceptance$/$rejection only with the L$1$ officer's digital signature.

$$ Upon acceptance, a new page shall display all accepted queries for the L$1$ officer.

$$ The L$1$ officer can request more data from the applicant if needed.

$$ The L$1$ officer can respond to the grievance.

$$ The L$1$ officer can close the grievance after responding.

$$ Grievance closure requires the L$1$ officer's digital signature.

$$ The L$1$ officer can forward the grievance to the L$2$ officer if necessary.

$$ Forwarding to L$2$ requires the L$1$ officer's digital signature.

$$ The L$2$ officer can accept, re$-$route, or reject the grievance.

$$ In case of rejection$/$re$-$routing, the L$2$ officer can state the reason.

$$ The system shall save acceptance$/$rejection only with the L$2$ officer's digital signature.

$$ Upon acceptance, a new page shall display all accepted queries for the L$2$ officer.

$$ The L$2$ officer can request more data from the applicant if needed.

$$ The L$2$ officer can respond to the grievance.

$$ The L$2$ officer can close the grievance after responding.

$$ Grievance closure requires the L$2$ officer's digital signature.

$$ The L$2$ officer can forward the grievance to the L$3$ officer if necessary.

$$ Forwarding to L$3$ requires the L$2$ officer's digital signature.

$$ The L$3$ officer can accept, re$-$route, or reject the grievance.

$$ In case of rejection$/$re$-$routing, the L$3$ officer can state the reason.

$$ The system shall save acceptance$/$rejection only with the L$3$ officer's digital signature.

$$ The L$3$ officer can request more data from the applicant if needed.

$$ Upon acceptance, a new page shall display all accepted queries for the L$3$ officer.

$$ The L$3$ officer can respond to the grievance.

$$ The L$3$ officer can close the grievance after responding.

$$ Grievance closure requires the L$3$ officer's digital signature.

$$ The system shall automatically escalate the grievance if service levels are not met.

$$ The system shall follow the defined escalation matrix.

$$ The applicant can view officer responses to their grievance.

$$ The applicant can re$-$open the grievance.

$$ The applicant can provide additional data during the resolution process.

$$ The system shall require officers' digital signatures for submitting responses.

Conceptual Design Questions

$1.$ Use Case Diagram: Develop a comprehensive use case diagram that illustrates the interactions between the two primary actors $($Farmers$/$Users and Officers$)$ and the system. Include all relevant use cases, ensuring they cover the core functionalities outlined in the SRS$.$ Clearly model any relationships $($include$,$ extend, or generalization$),$ between use cases as needed.

$2.$ Use Case Descriptions$/$Specifications: For each use case, write detailed specifications that outline the preconditions, triggers, main flow of events, alternate flows, and postconditions. Include relevant scenarios to illustrate variations in the use case execution.

$3.$ Object Modeling $($Collaboration Diagrams$)$: Identify all objects necessary to implement each use case, defining their roles and responsibilities. Create object collaboration diagrams to visualize