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Grievance Redressal Application
Grievance Redressal is a management- and governance-related process used commonly in India. While the term “Grievance Redressal” primarily covers the receipt and processing of complaints from Employees and workers, a wider definition includes actions taken on any issue raised by them to avail services more effectively.
GRS is mandated in Government agencies and departments that are directly involved with serving citizens and organizations. Usually a Public Relations Officer (PRO) is designated with the role of receiving complaints and initiating corrective action, but this mechanism often fails on account of lack of authority vested in the PRO over officers of various capacities.
Private businesses and Non-Profits engaged in service delivery, such as hotels, restaurants, colleges, etc. often tend to set up their own mechanisms, such as Feedback forms and Contact Us pages. Such means to get direct feedback enables businesses to take corrective action in time.
Requirement:
HR dept wanted an Employee – Grievances Redressal App, where any Employee can raise their Grievance regarding their day-to-day issues like Performance Appraisal, Leave, Salary, transfer etc. based on the categories provided in the app.
Care1/Care2/Care3 position w.r.t Business units will be allotted which will take care of the Employee concerns raised through the app.
Hierarchy for WF followed for Grievance will be:
Employee > Care 1 (Either Care1 is able to address the Grievance of Employee, else Care1 will forward the ticket to Care2). If neither of the action is taken, it will auto escalate to Care2 after 7 working days)
Employee > Care 2 (Either Care2 is able to address the Grievance of Employee, else Care2 will forward the ticket to Care3). If neither of the action is taken, it will auto escalate to Care3 after 7 working days)
WF will be based on S-S (Position – Position) relationship.
Based on employee’s ID, system should check in Business Unit and Personal Area of Employee and check respective position of Care1, Care2, Care3 maintained in Custom table for that specific Business Area and Personal Area.
On SUBMIT, unique reference ID will be generated which will be assigned to Ticket No or Grievance Number.
Employee should also have the option to forward his grievance to Care2 or Care3 if he is not happy with the resolution.
Successful message on Submit and auto-generated email with reference ID of request creation to be sent to employee’s & respective receiver’s email ID (Business has requested this as this email will be used as reference for offline communication with Care1/Care2/Care3)
An email will get triggered to Care 1 and employee with the reference number
Work item goes to Care 1 > Status of Request for Care 1 is PENDING
Solution:
Workflow Design.
Pending Work Items (care1/care2/care3) will be available in Status Tracker link
Pending Work Items (care1/care2/care3) will be available in Status Tracker link
Employee’s Inbox >Request Status for Care1 will be SENT to Employee.
When Care1 choose “Forward to Care2” > WF triggers and hits Care2 Inbox > Request Status for Care 1 will be SENT TO CARE 2.
If Care 1 chooses “Send to Emp “: On Submit, Feedback will go to employee, trigger mail to employee.
If Care 1 choose “Forward to Care 2”: Email will trigger to Care 2
Reminder email on 4th day will trigger to Care 1 email box for pending work items
SLA of 7 days for PENDING work items from the date of PENDING > on 8th day auto escalation will trigger > WF will hit respective CARE 2 inbox >Status of request at Care 2 is PENDING
*** Note : On front end, we may delete the task item from CARE 1 inbox, however as requested we should have history or log in R/3; This is required for compliance and reporting
Care2:
When Care2 choose “Send to Employee” > WF triggers and hits Employee’s Inbox >Request Status for Care2 will be as SENT TO EMPLOYEE as this will ease the tracking or make status compliant.
When Care2 choose “Forward to Care3” > WF triggers and hits Care 3 Inbox > Request Status for Care 2 will be SENT TO CARE 3.
If Care 2 choose “Send to Emp “: On Submit, Feedback will go to employee, trigger mail to employee and Care 1, Care 2.
If Care 2 choose “Forward to Care 3”: Email will trigger to Care 3 with the link
Reminder email on 4th day will trigger to Care 2 email box for pending work items
SLA of 7 days for PENDING work items from the date of PENDING > on 8th day auto escalation will trigger > WF will hit respective CARE 3 inbox >Status of request at Care 3 will be PENDING
*** Note: On front end, we may delete the task item from CARE 2 inbox, however as requested we should have history or log in R/3; This is required for compliance and reporting
Care3:
This is the highest hierarchy and resolution is confirmed at this stage; Hence WF has Care 3 as the last receiver in terms of feedback.
Care 3 has only one activity as “Send to employee”.
If Care 3 choose “Send to Emp “: On Submit, Feedback will go to employee, trigger mail to employee and Care 1, Care 2 and Care 3.
When Care3 choose “Send to Employee” > WF triggers and hits Employee’s Inbox >Request Status for Care3 will be SENT (Plz check if we can have custom status as SENT TO EMPLOYEE as this will ease the tracking or make status compliant)
There is no SLA at this point
Set a reminder on 4th day for pending work item at Care 3 email box.
No WF should be triggered from Care 3 to Care 1, Care 2
Status Tracker for Employee:
This screen will be used by:
• Employee
• Care bodies (Care1/Care2/Care3)
For Employee: When he clicks on the Reference ID on tracker page, employee screen will open up. Employee can view his request and feedback from Care 1 or Care (with whomever it is pending in status tracker)
When employee choose “Satisfied and Close” – WF triggers and close the work item > Automated email is sent to Employee and Care 1 or Care 2 (with whomever it is pending in status tracker), with successfully closing the request message.
When employee choose “Appeal to Next Level” –
Case 1: On Care 1 Feedback (refer pending column on tracker page), Next Level will be Care 2 – WF will be triggered for employee to Care 2.
Case 2: On Care 2 Feedback (refer pending column on tracker page), Next Level will be Care 3 – WF will be triggered for employee to Care 2.
Case 3: On Care 3 Feedback (refer pending column on tracker page), there is no provision to appeal – WF will not be triggered.
For Care bodies (Care 1/Care 2/Care 3):
When he clicks on the Reference ID on tracker page, respective Care 1, Care 2, Care 3 will open up.
Grievance Request by HR on behalf of an employee
HR raising request on behalf of an employee will have same WF as (Employee Grievance Request)
Additional WF:
When HR Submits request, automated email with Request ID, creation date, sent to, description (all details) will be sent to employee’s email id and a copy to respective HR’s email id.
There is a custom relationship built in HRP1001 table for employee – HR
On Submit, hierarchy will be followed as described in this custom table: Care 1 > Care 2 > Care 3.
Emails will be triggered as defined in previous slides for individual initiator and receiver other than employee and HR.
In this case whatever email is triggered one copy must be sent to employee and another to HR.
