GRM User Guide
GENERAL INFORMATION
System Overview
The GRM System is a web application that will provide a channel for the people of Sierra Leone and beneficiaries of the projects to raise grievances, complaints, or corruption reports about the project and/or any other business and manage grievances to ensure speedy settlement of grievances. This document describes the GRM PORTAL. It covers installation and usage of the system, along with suggested configuration options. The planning, design, and of the GRM Portal is available in a separate document.
System requirements
Being a web enabled application, any client machine equipped with internet connectivity could run the application software.
Getting help
Send an email to jmwebaze@gmail.com
Process Flow of the Grievance Redress Mechanism
Please make sure you understand the logical flow the complaints management below. The GRM System follows the process flow below
The complainer registers the complaint from the GRM web portal
The complainer will get unique Grievance Number [2020/0002] on portal for tracking status of the registered grievance. if the complainer has provided an email address. an email will be send to the complainer - see Figure 1
ACC Staff will log in to the GRM Portal
ACC Staff will review the list of all complaints received
ACC will accept/reject grievances based on a criterion, to be developed by the ACC National Coordinator. Rejected Grievances shall transition state to REJECTED and shall not be subjected to further review.
Accepted Grievances will be Classified, using the classification taxonomy already developed
After classification – Partners [Projects, Organisations] will then be able to view the complaints in their profile
Officers of the Partner Organization may add additional information to the grievance (Possible to re-classify)
The GRM officer of the Partner Organization, will then add an Action and Assign a user (Case Assignee) to investigate/resolve the grievance
The Case Assignee may add, progress information and Resolve the Action.
ACC staff will then add Feedback and Close the case
Figure 1: An Example of an email that will be send to the complainer
How to Access the GRM
The GRM web Application can be accessed from any Internet browser with Internet access such as Internet Explorer, Google Chrome, Mozilla Firefox, and Safari. By clicking on the following link
http://grm.anticorruption.gov.sl/
When one clicks on the link, a screen like Figure 1 will be loaded.
Home Screen
Figure 2: GRM Landing/Home Page
User Registration
Users may create accounts and submit grievances. Accounts do not come with any permissions, the System Administration, must approve your account before you can see your organizational cases.
To register – follow the steps below
STEP 1: Click on login from the landing Page
STEP 2: Select Register from the screen that follows
STEP 2: Fill in this form below and select register
STEP 3: Am email will be sent to you, to confirm your registration. An example of the email is shown below
Click on Verify Email address, this will take you back to the application for you to login
After Registration, the account must be given additional permissions to be able to view manage and resolve complaints in the system.
At this point the user can add personal cases and review what actions are being done on the cases.
After successful registration, send an email to ACC National Coordinator to give you the required level of access
Logging on to Manage Grievances
Registered users must Log in to manage or view status of their grievances. Users may create accounts and submit grievance
To login in Select ‘LOGIN” from the GRM Home Page – see Figure 3
Figure 3: Login demonstration
Provide your username (email) in the form provided (Figure 4), and click on Login
Figure 4: Login Form
Logging out of the GRM
You should have logged in to perform this use case
From the top right corner, click on your name (the name of the logged in user
From the drop-down menu, select "Logout"
See Figure below for instructions
Figure 5: Logging Out of the Application
Changing Password
Existing users who have forgotten may change their passwords
To login in Select ‘LOGIN” from the GRM Home Page – see Figure 3
Select “forgot your password” link (see Figure 4), this will lead you to the Reset Password form - see Figure 6
Check you email address for further instruction.
This will return you to the application – enter your email and new password – see Figure 7
Figure 6: Password Reset
Figure 7; Password Reset
Logging as a Partner (Organizational User)
A Partner is any user who belongs to an organization/program/project. Once logged in your home screen will look like Figure 8
The GRM Dashboard Explained
Figure 8: Main Dashboard
The screen is divided into several parts
Section A: Shows a few statistics about the state of the grievances in the system
Section B: Is the NAVIGATIONAL AREA with links that are used for managing and resolving grievances.
The NAVIGATIONAL AREA divided into two parts. The upper parts, shows all organizational Grievances and the part starting from MY CONTENT – shows grievances the user has worked on– Eg, Grievances that were entered/classified by the user or those that have been assigned to the user
Section C: is the CONTENT AREA this will display grievances based on the menu option selected in Navigational Area
Section D: used for SEARCHING grievances. Enter text [e.g. a grievance number] to display that grievance in the Section C
Section E: Are controls that are used to control what displays in the table in section C. Hover your mouse over the control and get the name of the control. See image below.
The options are explained below
Refresh - will retrieve data from the database
Toggle - changes the display format
Show/Hide Columns - allows you to display more columns or hide columns shown in the table
Export Data - allows you to download data in several different formats
There are other controls, that appear on records in section C, that are shown below
The Edit Record control will be visible in some case and hidden in other case. This only means, you are not allowed to edit the record.
Grievance Management
Grievance Registration/lodging/Capture
Grievances can be added into GRM database from the GRM home page (before logging on).
STEP 2: Complete the fields provided – only the Summary and Description fields are MANDATORY.
A notification will be displayed with the Grievance Number if this process is successful. An example is Figure 9
Figure 9: Grievance Confirmational Message
Take note of the Grievance Number, this shall be used for status checking
Grievance Status Explained
The grievances status is shown in the diagram below
They are described in the table below
NEW | These are newly registered grievances |
UN-CLASSIFIED | These are new Grievances that have been accepted and not classified |
UN-ASSIGNED | Classified Grievances without an Action |
NO RESOLUTION | Classified Grievances with an Action, but no resolution |
OVERDUE | Grievances that have been in the system for over 90 days without being resolved |
PENDING | Grievances that have been resolved without feedback |
UN-SATISFIED | Grievances with UN-SATISFIED feedback |
CLOSED | Grievances with SATISFIED feedback and have been closed |
REJECTED | Grievances that were rejected |
TRASHED | Grievances that have been deleted |
Reviewing Grievances (Accept/Reject)
Grievances MUST be accepted before being classified.
Any user can accept their own grievances (those they have entered themselves), whereas ACC users, will be able to ACCEPT/REJECT all grievances entered into the GRM.
To Accept/Reject Grievance
1 – Log in to the GRM
Figure 10: Steps for Grievance Review
Figure 11: Reviewing a Grievance
From Figure 11 Make selections following steps 1 -4 above.
Once a case has been ACCEPTED, it will transition to “UN-CLASSIFIED CASES”
The owner of the Grievance will also receive an email about the decision of the review process – An example of the the email is shown below
Classifying cases
Once the grievance has been accepted, then it can be classified. All cases recorded by ACC will not be visible by other users unless they have been classified. This also applied to grievances registered by logged in users.
Before classification organizations will not be able to see these cases, unless the organization users, entered the cases themselves.
ACC staff will classify the grievance based on the issue raised. The classification may be according to a law, an Act, an Implementation Manual, etc. For example, the grievance may be categorized as Corruption Related (Abuse of Office, soliciting a bribe, etc.,), Non-Corruption Related or Administrative (e.g., Late Payments). Such issues need follow-up to establish more facts about the issue presented and perhaps try to resolve grievance if it is administrative or comprehend the suspect if its corruption related. To proceed from this point onwards, a classification is created, and to each grievance, and assigned to an entity for follow up and resolution.
Follow the steps below to classify a grievance.
Complete Steps 1 – 3 in Figure 12
Figure 12: To Classify a Grievance
After Step 3, you will get the screen in Figure 13
Figure 13: Grievance Classification
and you will get the screen in Figure 14
Figure 14: Classification Pop-up
Make the required selections and ordering shown in Figure 14
Assigning Cases to Users for Actioning
Actions specify the activities needed to be done to resolve a case. Actions may be referred to tasks or sub-tasks. A sub-task can be created for a grievance to either split the Grievance into smaller chunks, or to allow various aspects of an Grievance to be assigned to different people. If you find a task is holding up the resolution of a Grievance, you can convert the sub-task to an Grievance, to allow it to be worked on independently.
You can create actions using the procedure below:
Figure 15: Grievances without Actions
To add actions to a grievance, begin by locating it. – You can use the Grievance Number to quickly search (see the searching – use case) and find the grievance, or you may list all UN-ASSIGNED grievances and scroll through to find the grievance for actioning.
1 - Follow steps 1 – 3 to add an Action to a classified grievance. This will take you to screen Figure 16
Figure 16: Add Action
Figure 17: Add Action Window
The Referred officer will receive an email (see Figure 18), alerting him/her of the grievance that has been assigned to him/her. Below is an example of the email
Figure 18: Actioning Email
ACTION RESOLVING
After grievance has been investigated and completed, a Resolution may be opened on an Action. The resolution indicates the entity assigned the action, has completed investigation. The resolution may have the following status: SOLVED, NOT SOLVED, ESCALATED.
The resolution should describe the solution to the problem, preferably in as much detail as possible, so that it may act as source of information should the same grievance be raised by another individual.
Follow the 1 – 3 as shown in Figure 19 to add a resolution.
Figure 19: Grievances without Resolutions
This will take you to – all actions that were added on to that grievance, for example the grievance selected in this example has 4 actions – see Figure 20
Figure 20: Actions on a Grievance
Figure 21: Adding an Action
Figure 22: Add Resolution Pop-up
Feedback
This communication to potential users; provision of information to complainants about results of investigations and action taken. This is the last step of the grievance resolution process. This is done by ACC staff.
To add feedback to a grievance, begin by locating it. – You can use the Grievance Number to quickly search (see the searching – use case) and find the grievance
Alternatively, follow the steps 1 – 2 in Figure 24 to find resolved grievances without feedback.
Figure 23: Listing Grievances without Feedback
Follow the steps 1 – 2 in Figure 24 to add Feedback to a resolved grievance
Figure 24: Feedback
Figure 25; Feedback Settings
Enter all the options – following steps 1 – 5 as show above
Select submit to save the feedback
Please note, that if the Satisfaction is Satisfied – the grievance will be closed – and not further edits will be allowed
Filter/List Grievances
This option allows you to list grievances using a specific criterion. Follow the guide in the image below.
Figure 26: Filter Grievances
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