CENTRALIZED PENSION GRIEVANCES REDRESS MONITORING SYSTEM (CPENGRAMS) by zwk61917

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									National Informatics Centre        User Manual            Page 1 of 35




CENTRALIZED PENSION GRIEVANCES REDRESS & MONITORING
                SYSTEM (CPENGRAMS)




           DEPARTMENT OF PENSION & PENSIONERS’ WELFARE




                       USER MANUAL




                          National Informatics Centre

                        NIC-PENSION Computer Centre
                            381, Lok Nayak Bhavan
                        Khan Market, New Delhi - 110003
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                                Table of Contents


S.No.                             Topics                   Page No.

 1.     Introduction                                          5
               a. Audience
               b. Purpose
               c. Document Organisation
               d. Conventions
               e. References
               f. Problem Reporting

 2.     Highlighting Features                                 6

 3.     Handling Instructions                                 8

 4.     Hardware & Software Requirements                      9

 5.     General Operating Instructions                       10
              Login Form                              10
              PG Officer Module                       11
 6.     Annexures                                            32
              Annexure I (Glossary)                   32
              Annexure II (Sample Letters)            33
              Annexure III (Sample Reports)           35
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                                  Introduction


Audience

The CPENGRAMS has been designed and developed with user friendly interface,
which require minimum skill and technical expertise in the field of Computers.
However, the user should know the operation of Internet Explorer / Browser to
access CPENGRAMS.

Purpose

The purpose of this document is to provide an interface between user and
CPENGRAMS and familiarize the users about the functionality of CPENGRAMS. It
will help the user in understanding the maintenance & updation of Centralized
Pension Grievances Redress & Monitoring System. It will also explain the workflow
involved in updation of various aspects of CPENGRAMS.

Document Organization

The User Manual of CPENGRAMS has been organized under four sections viz.
Highlighting features, Handling Instruction, Installation Instructions and General
Operating Instructions. Also an Annexure has been given at the end of document
describing the Glossary used in the CPENGRAMS.

Conventions

The date format used in the CPENGRAMS is in the form of ‘dd/mm/yyyy’.

References

       S.No.    Title                     Publisher/Author
       1.       CSS Pension Rules         Swami Pension
                                          Compilation
       2        Quality Manual of         NIC
       .        NIC


Problem Reporting

The CPENGRAMS has been designed in a very user-friendly manner and every care
has been taken in defining the terminology and functionality of the Pension
Grievance Redress & Monitoring so that it should be in terms of day-to-day usage.
But, the valuable suggestions/comments of the User are welcome and in case of any
problem regarding operation of CPENGRAMS, the user may contact the NIC Officials
in R.No. 381, NIC-Pension Computer Centre, Lok Nayak Bhawan.
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Highlighting Features

      CPENGRAMS is an integrated application system, based on web technology
    which primarily aims at submission of pension grievances by the aggrieved
    pensioners from any where and any time (24x7) basis for instant and easy
    communication between the nodal Pension Grievance officers of Government
    Organizations and pensioners resulting in the speedy redress of their grievances.

       CPENGRAMS facilitates the automatic system generated unique registration
    number upon the online submission of pension grievances from aggrieved
    pensioners to Deptt. Of Pension & Pensioners‟ Welfare or concerned
    Ministries/Departments/Organizations, GOI or State Governments through
    Internet using any Browser Interface.

       Automatic         Online        Data      transmission        between
    Ministries/Departments/Organisations and the subordinate organizations is
    facilitated by CPENGRAMS.

      The entire system could be made compatible as per the requirement of Central
    Govt. Ministries/Departments & its subordinate offices and State Governments.

       The CPENGRAMS will facilitate the online lodging of pension grievances by
    pensioners to the concerned Ministries/Departments/Organizations which can be
    linked to their official Web site.

        Web      enabled   CPENGRAMS          can      be     implemented       by
    Ministries/Departments/Organizations by accessing the centralized server hosted
    in NIC SAN Server without any requirement of dedicated hardware and software
    at their end.

       The CPENGRAMS also facilitates the Ministries/Departments/Organizations
    to enter the pension grievances received locally in their offices and to forward the
    same to their subordinate organizations online for ultimate redress.

      CPENGRAMS facilitates the monitoring reports and queries as per the
    requirement of Ministries/Departments/Organizations for effective monitoring of
    pending grievances.

      CPENGRAMS facilitates the generation of automated letters like
    Acknowledgement and Final reply letters etc. for official correspondence with
    complainants.

       The system is flexible enough to be extended to multiple levels below as per
    the requirement of Ministries/Departments/Organizations for online speedy and
    effective redress of grievance.

      Easy to customise as per specific requirements of domain.

      It is developed using Visual Basic 6.0 with SQL Server 7.0 as back end.
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      At client end, only a browser is required to connect with the application site.

    Information Supplier

          –    Aggrieved Pensioners
          –    Pensioners’ Associations


    Information Users

     Target Users

          –    Pensioners
          –    Pensioners’ Associations

       Immediate Users

          –    D/o Pension & Pensioners’ Welfare
          –    Ministries/Departments of Government of India
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                               Handling Instructions


Software

The CPENGRAMS is a web enabled software and to access the system; only a
browser is required at the client side. The software is maintained by NIC team
attached to the D/o Pension & Pensioners’ welfare. The problems/errors related to
CPENGRAM software, may be brought to the notice of the concerned system
administrator of the Ministry/Department.


Username and Password

To access CPENGRAMS, the username and password of each Ministry/Department
is created by the system administrator of NIC-PENSION Computer Centre, Lok
Nayak Bhavan.

To maintain the secrecy of the system, it is highly recommended that user (Pension
Grievance (PG) Officer of the concerned Ministry/Department) may immediately
change their own account password whenever there is need. Also user password
should not be shared among the colleagues/staff.
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                     Hardware & Software Requirements


Hardware Requirements

The Centralized PENGRAMS is a web enabled system; the clients can access
CPENGRAMS through the browser over the Internet of the Ministry/Department. The
following are the minimum required hardware specifications:

     Clients          Pentium based client system
     UPS              UPS should be available for Client system
     Printer          For taking day to day reports



Software Requirements

The following software is required to access the CPENGRAMS:

   Clients:

       Microsoft Windows 2000/Xp.

       Antivirus Software for Clients
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               General Operating Instructions
        CPENGRAMS – Office Module (LOGIN FORM)




For login into the system, the following information is to be provided:

           •   Login Id
           •   Password
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                   Office Module – PG Officer Desk




                                        Fig. A

The     tasks    of    Pension      Grievance     (PG)     desk     of     respective
ministry/department/organization) are mainly divided into two categories viz
Handling of Direct Receipts (Received through post/Internet) and Handling of
Receipts forwarded by Nodal/Higher Authorities of concerned departments.
Grievance coming directly (either through internet or through post) to the concerned
Ministry/Deptt. will appear under the Direct Receipts heading and Grievance
forwarded by parent Ministry/Deptt and D/o Pension & Pensioners‟ Welfare will
appear under Forwarded Receipts heading (Refer Fig. „A‟)

The brief descriptions of various options provided in above-mentioned office Module-
PG Officer Desk are given as below:

       Direct Receipts
          • Register New Grievance: This option is used for feeding the new
              grievances received through post/e-mail.

           •   Assess New Grievances: This option is used to display the total number
               of new grievances, which are registered locally by the PG officer‟s
               staff in case the grievance received in the concerned department
               through post/email or registered online by pensioners directly. Also,
               this option provide the form to assess all the new registered grievances
               one by one
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         •   Pending Grievances : This option is used to display the total number of
             pending local grievance and provide the form to taken action on them.

         •   Edit Grievance : This option is used to edit the details of local
             grievance

         •   Receive New Response (Reminder/Clarification): This option is used to
             enter the reminders/clarification received from complainant/pensioner
             regarding their already registered grievance.

         •   Assess New Response (Reminder/Clarification) : This option is used to
             display the total number of new reminders/clarification and provide the
             form to assess them one by one.

         •   New Case Report : This option is used to display the total number of
             new case reports send by the subordinate deptt. /office and provide the
             form to look at and receive them.


     Forwarded Receipts (Noda/Higher Authorities)
        • Assess New Takenup Grievances : This option is used to display the
           total number of new grievance forwarded by concerned Parent
           Ministry/Deptt. & D/o Pension & Pensioners‟ Welfare and provide the
           form to assess them one by one.

         •   Pending Takenup Grievances : This option is used to display the total
             number of pending grievance forwarded by the concerned Parent
             Ministry/Deptt. & D/o Pension & Pensioners‟ Welfare and provide the
             form to taken action on them one by one.

         •   Assess New Reminder : This option is used to display the total number
             of new reminders pertaining to the already registered grievance
             forwarded by Parent Ministry/Deptt. & D/o Pension & Pensioners‟
             Welfare and provide the form to assess them one by one.

     Administrative Menu
       • Create/Modify sub-ordinate organization: This option is used to create
           the new sub-ordinate deptt. /office under the respective
           Ministry/Department/Organisation and to modify the details of existing
           ones. This is very important option as the main ministry/department
           can only have taken up cases with those deptt. /office which are
           reporting to them.

         •   Change Password : This option is used to change your existing
             password.
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     Correspondence Letters
        • Acknowledgement Letter : This option is used to generate the
           acknowledgement letter.

         •   Clarification Letter : This option is used to generate the letter to get
             the information/clarification from complainant.


         •   Final Reply Letter : This option is used to generate the letters in order
             to give the final reply to the complainant.



     Reports
        • Agewise Pendency Report : This option is used to generate agewise
            pendency report e.g. no. of grievance which are more than 6 months
            old

         •   Monthly Progress Report : This option is used to generate the
             monthly progress report e.g. Opening balance, no. grievance during the
             month etc.


         •   Disposed off - Agewise : This option is used to generate the report of
             which are disposed off and also display the time taken for this
             grievance to disposed off.

         •   Subjectwise Report : This option is used to generate the report based on
             the subject/category of the grievance.


         •   General Report : This option is used to generate various day-to-day
             report based on the parameters and fields selected.



     Print Grievance Details :
            This option is used to print the details of grievance just by supplying
            its registration no.

     Grievance Status :
            This option is used to display the current status, complete details and
           history of any lodged grievance by choosing any of the following
           parameters i.e. name, address, registration number etc.
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Complete details of the above mentioned options (Refer Fig. A) are given as follows.
Direct Receipts
     Register New Grievance
                             Grievance Redress Form




This is the main form, which is displayed for lodging the grievance. The following
information is supplied:
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         •   Name of Complainant
         •   Address
         •   Date of Receiving
         •   Designation on Retirement
         •   Office from which retire & Office address
         •   Type of Retirement & nature of Pension
         •   Year of Retirement
         •   PPO Number
         •   PPO Holder Name
         •   Complainant Category
         •   Grievance letter No. and date
         •   VIP Reference, if any
         •   Grievance Description

         After feeding the above-mentioned information user has to submit the
         form by clicking on the button “Submit Form” and he/she will get a unique
         registration number for the grievance. This registration. number will be
         used to take further action or any sort of correspondence/query on the
         registered grievance.

     Assess New Grievance

         Grievance registered online and received through post are available under
         this option. By Clicking on this option user will get „List of new
         grievances‟ in the form as shown below for assessing the various
         grievances.




         PG officer has to select the one, he/she wants to assess. click on the submit
         button. The following screen will appear on clicking the submit button
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         In the assessment form, PG officer can view the details of the chosen
         grievance and he/she has to select the data fields like Complainant
         category, VIP Reference, Grievance Category for assessment purpose and
         finally he/she will choose the decision data field for taking the decision.
         The various categories of Decisions he/she can take, are shown as below: -

         (I)     Case Taken Up With Sub-Ordinate Office/Dep’t. : If the grievance
                 belongs to any of your sub-ordinate office and you want take up
                 this grievance with them, then choose this option. On selecting this
                 option, list of your sub-ordinate office/deptt. displayed just below
                 the decision field, after that you to select concerned office/deptt.
                 and click the submit button.
         (II)    Examine At The Desk : If the grievance belong to your deptt.
                 /office locally, then select this option and click the submit button
         (III)   No Action Required (Closed Locally): If the grievance is
                 incomplete or not signed in case received through post or it is just
                 an information only, then select this option. On selecting this
                 option, list of Reasons to closed locally displayed just below the
                 decision field. Select the appropriate reason and click the submit
                 button.
         (IV)    Policy Matter, Case Taken Up with D/o Pension: If the grievance
                 is related to some policy matter and you need the advise/help of
                 D/o Pension & Pensioners‟ Welfare, then you can choose this
                 option and click the submit button.

     Pending Grievance
        This option will display all such grievances (received. directly) pending
        with the department. On clicking PG officer will get the list of pending
        grievances as shown below:




         PG officer has to select the one, on which he/she wants to take next action.
         click on the submit button. The following „Update Action „ Form screen
         will appear on clicking the submit button
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         In the „Update Action‟ Form previous/last action displayed and PG officer
         has to take the next action under the heading „Current Action‟. Current
         Actions are dependent on the previous/last actions.
         In this form user can also view the complaint details by clicking on the
         „Complaint Details‟ and to see previous action(s), reminders and cases
         reports, user has to click on the „Action History‟ link.

         Current Action History can be of following categories:

         (I)    Clarification/Supply Information Sought from Complainant : If
                the user needs some clarification from complainant or pensioner
                then he/she can select this action. After selecting this action user is
                to click on the submit button. After submission, a new form (as
                shown below) will appear to take the clarification he/she required
                and click the submit button.
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                 On basis of the description entered by the user, clarification letter
                 can be generated and send to complainant.
         (II)    Reminder Sent to Forwarded Organisation : If the grievance is
                 taken up with sub-ordinate deptt. /office, then user can select this
                 action to sent the reminder to sub-ordinate office, in case he/she
                 wants to remind the concerned deptt. /office, select this option and
                 click the submit button. After submission, a new form (as shown
                 above, but different „Type of Followup‟ as „REMINDER SENT
                 TO FORWARDED ORGANISATION‟) will appear to take the
                 remarks he/she wants to sent and click the submit button.
         (III)   Case Disposed off: The grievance is local and redressed, and then
                 user will choose this action to disposed off the case. On choosing
                 this action, user has to specify whether grievance is accepted or
                 rejected with the remarks for internal use and for final reply letter.

     Edit Grievance
        This option displays all the grievances in which deptt. /office involved. On
        clicking PG officer will get the list of grievances in which deptt. /office
        involved. Grievance he/she wants to edit, select from list and make the
        necessary changes and save it

     Receive New Response (Reminder/Clarification)
        This option is used to enter the reminder & clarifications received from
        the complainant through post/email. The form for this as shown below
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        By entering the registration number, the system will link the received
        reminder/clarification to the registration number and one can enter the text
        under “Description of Clarification/remarks” field as mentioned in the
        above screen.
     Assess New Response (Reminder/Clarification)
        This option display all the reminders/clarifications received through
        Post/Internet from the complainant pertaining to your deptt. /office. On
        clicking PG officer, you will get the list of all reminders/clarifications
        pertaining to concerned deptt. /office. The reminder he/she, wants to
        assess, select from list and on clicking submit button user get the following
        screen, which displays the details of reminder/clarification. After reading
        the details, the user has to click on the submit button and the
        reminder/clarification add into the action history.
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     New Case Reports:
        This option displays all the new case reports of already registered
        grievance, which are forwarded by your deptt. /office to sub-ordinate
        office. This case reports have all such details about the action taken
        pertaining to the concerned grievance by the sub-ordinate office. On
        clicking this option user gets the list of grievances whose case reports have
        not seen yet. User will get the following screen:




         On selecting the registration number from this list, user will get
         corresponding case reports as shown below:
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         PG officer get the details of action taken by sub-ordinate office, after
         going through the report, PG officer can update the action history by
         clicking on „Update Action History‟ button. Further action on grievance
         depends on this case report.

Forwarded Receipts (Nodal/Higher Authorities)
    Assess New Takenup Grievances:

         Under this Head, user gets the list of new grievance forwarded by D/o
         Pension & Pensioners‟ Welfare (under the sub-head „ From D/o Pension‟)
         and Parent Ministry/Department (under the sub-head „ From Parent
         Ministry/Department‟). On clicking each sub-head user gets the list of
         new grievances. He/she has assessed to these grievances. The method to
         assess these grievances is same as described under the heading “Assess
         New Grievance” under “Direct Receipt” Category. Only difference is that
         the decision “No Action Required (closed locally)” will not be available.

      Pending Takenup Grievances:

         Under this head user gets the list of pending grievance forwarded by D/o
         Pension & Pensioners‟ Welfare (under the sub-head „ From D/o Pension‟)
         and Parent Ministry/Department (under the sub-head „ From Parent
         Ministry/Department‟). On clicking each sub-head user gets the list of
         pending grievances. The method to take action on these grievances is same
         as described under the heading “Pending Grievance” under “Direct
         Receipt” Category. Difference is that the Action “Case Disposed off” will
         not be available and the two more action will be available as explained
         below:

         (I)    Interim Reply Sent. : If you want to inform the parent deptt. /D/o
                Pension & Pensioners‟ Welfare about the current status of
                grievance, then select this action. On selecting this action, you will
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               get a case report form to fill the various details like your
               comments, case status, reason for delay (if any) and matter to be
               available on website for complainant. Case report form is shown as
               below:




                (Case Report form for the Action “Interim Reply Sent”)
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         (II)   Final Reply Sent: If action on a grievance is completed, then select
                this action to inform the parent deptt. /D/o pension about the
                decision you have taken on this grievance. On selecting this action
                you will get a case report form to fill the various details like your
                comments, status details, type of disposal (accepted/rejected), time
                taken for disposing the grievance, reason for delay (if any) and
                matter to be available on website for complainant. Case report form
                is shown as below:




                 (Case Report form for the Action “Report Reply Sent”)

     New Reminders
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           Under this head user get the list of new reminders forwarded by D/o
           Pension & Pensioners‟ Welfare (under the sub-head „ From D/o Pension‟)
           and Parent Ministry/Department (under the sub-head „ From Parent
           Ministry/Department‟). On clicking each sub-head user gets the list of
           new reminders. He/she can assess these grievances. The method to assess
           these grievances is same as described under the heading “Assess New
           Reminder/Clarification” under “Direct Receipt” Category.


Administration Menu
    Create/Modify Subordinate Organisation
         To create the new subordinate organization or modify the existing
         organization click on this option. You will get the following screen:




       The above create/modify organization has four options:



       1. Add New Organisation :
       This is used to create a new organization. The form for this is as shown below
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         In this form user has to specify a Five character code for organization e.g.
         MPPP1, Organisation Name, Organisation Status viz Department,
         Organisation/Office, Contact Address and PG officer details, expected
         time required to redress a grievance etc. After feeding the data, click on
         submit to create a new organization.

     2. Modify Organisation :
        This is used to modify the details of existing organization. On clicking this
        option you will get a list of your subordinate organization. Select the one
        which you want to modify and make the necessary changes and click on
        submit button.

     3. View Existing Organisation :
        This is used to display all your subordinate office details including your
        own organization details.

     4. Reset Password:
        This is used to reset the password of existing organisation. On clicking this
        option you will get a list of you subordinate organization. Select the one,
        whose password you want to reset and reset the password and click on
        submit button. The form to reset the password is as shown below:
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      Change Password

          This option is used to change you password. To change the password you
          to enter new password and confirm the new password again. The form to
          change the password is as shown below:




Correspondence Letters

       Acknowledgement Letter
       This letter will be generated after the assessment of the grievance and sent to
       complainant as an acknowledgement of his/her registered grievance. Letter
       can be generated on basis of Date of Action (Assessment Date) and
       Registration No. as shown below.
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        Clarification Letter
        This letter will be generated, if the PG officer want some clarifications from
        the complainant/pensioner and choose the action „Clarification/Suppl.Info.
        Sought from Complainant „pertaining to data field “Current action” in
        ‘Update Action’ Form. Letter can be generated on basis of Date of Action and
        Registration No. as shown below.




       Final Reply Letter
        This letter will be generated once the grievance is finally disposed off.
        Letter can be generated on basis of Date of Action (disposed off date) and
        Registration No. as shown below.




        NOTE: See Annexure II for Sample Acknowledgement/Clarification/Final
        Reply Letter

Reports
   • Agewise Pendency Report : This option is used to generate agewise pendency
      report upto a particular date as specified (Pl. Refer Annexure III for Sample
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      Report)




  •   Monthly Progress Report : This option is used to generate the monthly
      progress report upto a particular date as specified. (Pl. Refer Annexure III for
      Sample Report)




  •   Disposed off - Agewise : This option is used to generate the Agewise report
      upto a particular date as specified (Pl. Refer Annexure III for Sample Report)




  •   Subjectwise Report : This option is used to generate the report based on the
      subject/category of the grievance. (Pl. Refer Annexure III for Sample Report)

  •   General Report : This option is used to generate various day-to-day
      customized report based on the various parameters and fields selected as
      shown below. (Pl. Refer Annexure III for Sample Report)
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Print Grievance Details
       This option is used to print grievance details by supplying its registration no.


Grievance Status
      This option is used to search and display the current status, action history &
      details of the Grievance in the Database by choosing any one or possible
      combination of the following parameters:

       Registration No.
       Complainant Name
       State
       City
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     The form for this is as shown below
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                               Annexure I

Glossary
PG -- Pension Grievance
PID – Pers Infotech Division.
P&PW - D/O Pension & Pensioners’ Welfare
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                                Annexure II
                         Acknowledgement Letter




                              Clarification Letter
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                              Final Reply Letter
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                              Annexure III
                        Agewise Pendency Report




                         Monthly Progress Report
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                          Disposed off – Agewise




                              Subjectwise Report
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                              General Reports

								
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