Detailed Project Report for Admin Management System

Abbreviations

The abbreviations used throughout this Detailed Project Report are listed below in alphabetical order.

1. Overview

This section for the PM-SETU Admin Management System defines the business, functional, technical, governance, and implementation requirements for establishing a centralized digital administration platform across the PM-SETU ecosystem. The system is envisaged as a core programme administration and stakeholder support mechanism comprising two sub-modules: (i) PM-SETU Project Management, which will enable structured planning, assignment, tracking, and monitoring of all work being performed on the programme by SPMU, PMU, State, and partner teams; and (ii) Grievance Management, which will provide a unified, scheme-tagged grievance redressal capability by integrating with the existing grievance ecosystems of SIDH and CPGRAMS, and by providing native grievance filing on the PM-SETU portal for SPVs and AIPs.

The primary purpose of the Admin Management System is to establish end-to-end visibility across programme execution and stakeholder redressal. The Project Management sub-module will function as a simplified, PM-SETU-specific work management capability — comparable in concept to industry task- tracking tools, but purpose-built for programme workstreams — enabling authorities to create and assign tasks, monitor progress and effort, track milestones, and review completion against workplans. The Grievance Management sub-module will ensure that trainees, trainers, ITIs, and SPVs/AIPs have clearly defined, digitally traceable channels for raising and resolving grievances relating to the PM-SETU scheme, with existing portals reused wherever they operate today and PM-SETU-specific integration touchpoints (scheme-selection dropdowns and routing tags) introduced at those portals. Given the programme's multi- stakeholder implementation structure involving Central Government entities, State Governments, SPVs, AIPs, ITIs, trainees, trainers, and technology partners, the system is intended to create a single source of truth for programme execution status and grievance disposal.

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Scope

The PM-SETU Admin Management System will provide a centralized digital platform covering the following scope across Centre, State, SPV, and institution levels:

• •Project management: Digital creation, assignment, prioritization, and tracking of programme tasks

across workstreams, with progress logging, effort capture, deliverable attachment, review workflows, and closure controls.

• •Programme monitoring: Milestone and workplan tracking linked to programme timelines, with

completion percentages, overdue identification, and role-based progress dashboards for SPMU, PMU, State, and Centre authorities.

• •Grievance integration touchpoints: PM-SETU scheme-selection dropdowns and routing tags on

SIDH (trainee and trainer grievances) and CPGRAMS (ministry-level grievances), such that grievances relating to PM-SETU are identifiable, traceable, and reportable end to end.

• •Native SPV/AIP grievance channel: Grievance filing on the PM-SETU portal for SPVs and AIPs

covering fiduciary management and IT/platform-related matters, with automated categorization, routing to the concerned system owners, SLA tracking, and closure workflows that flow to the other PM-SETU systems (FMS, LOMS) where required.

• •Grievance analytics: Consolidated grievance analytics: volumes, ageing, disposal rates, SLA

compliance, category-wise and geography-wise distribution with drill-down from national to State, ITI, and SPV levels.

• •Platform services: Configurable alerts, escalation workflows, role-based dashboards, audit trails,

reporting services, and integration with SIDH, CPGRAMS, FMS, identity and access management platforms, document repositories, and communication gateways.

The platform will support role-based access for Centre authorities (DGT/MSDE), State Governments, SPMU/PMU teams, SPVs, AIPs, ITIs, trainees, trainers, and nodal officers, ensuring secure and efficient collaboration across stakeholders.

Key Assumptions

• •All participating SPMU/PMU teams, State Governments, SPVs, and AIPs will use the PM-SETU Admin

Management System as the single platform for programme task management, progress tracking, and PM-SETU-related grievance administration.

• •Existing grievance portals — SIDH and CPGRAMS — will continue to operate as the primary intake

channels for trainees, trainers, and ministry-level complainants respectively. These portals will provide the required APIs, configuration provisions (scheme-selection dropdowns), and data exchange mechanisms to enable PM-SETU tagging and status synchronization.

• •The current grievance escalation hierarchy (ITI approval, Nodal Officer, RDST, State, Centre) and the

CPGRAMS transfer mechanism will remain stable during implementation. Future policy or process changes will be addressed through configurable business rules and change management processes.

• •Grievances pertaining to pre-2014 examinations, which are presently handled manually, will remain

outside the digital intake scope in the initial phase; the system will however provide a register to record and track such cases once digitized by the concerned cell.

• •Participating institutions will have the necessary digital infrastructure, connectivity, and trained users

to support system adoption. Roles, approval authorities, delegation matrices, data ownership, and operational responsibilities will be defined and operationalized prior to deployment.

The table below presents the key stakeholders and the role of each stakeholder group in the admin management ecosystem.

2. As-Is Grievance Management Landscaped

Grievance management at DGT is presently administered in a decentralized manner across divisions and cells, each supporting its individual grievance portal mechanism. The divisions and cells participating in grievance handling are: Trade Test Cell, Information Technology Cell, Curriculum Division Cell, Central Field Institution Cell, Budget Section, General Admin, Scheme Division (All Schemes), Affiliation Section, Coordination, Vigilance, Establishment, and Cash Section. There is no consolidated, scheme-tagged view of grievances across these channels, and no mechanism currently exists to identify PM-SETU-specific grievances or report on their disposal.

Trainee grievances — SIDH (LOMS)

Trainees file their grievances on the SIDH portal, which handles marks and profile grievances of the trainee. The grievance first goes to the Nodal Officer (one nodal officer for every 4–5 ITIs), then to the RDST (Regional / District / State level), then to the State, and then to the Centre, after which the resolution is updated on the SIDH portal. The trainee is required to submit original documents when filing the grievance, and the grievance must also be approved by the ITI before it progresses through the escalation chain.

For examinations, trainees can file complaints only within the designated examination window, covering grievances related to both practical and written examinations. Grievances pertaining to examinations conducted prior to 2014 are handled manually, and no digital portal is currently available for such cases.

Ministry-level grievances — CPGRAMS

A CPGRAMS portal is administered at the DGT level. All queries received at the ministry level are passed on to CPGRAMS, from where they are transferred to the nodal officer, who in turn transfers them to the nodal officers of the concerned internal departments, and thereafter to the respective sub-portals for resolution. Closure on CPGRAMS is effected through Action Taken Reports uploaded by the concerned division.

Trainer grievances — SIDH

Trainers also file their grievances on the SIDH portal. The trainer channel presently covers only marks/certification and profile-related complaints of trainers.

Key gaps in the as-is landscape

3. Business Requirements

The PM-SETU Admin Management System digitizes and governs two core business processes of programme administration. The first is project management, under which SPMU/PMU and workstream leads plan workplans and sprints, create and assign tasks with priorities and due dates, monitor execution and effort, review deliverables, and close tasks with full traceability of programme progress. The second is grievance management, under which grievances raised by trainees and trainers (on SIDH), ministry-level complainants (on CPGRAMS), and SPVs/AIPs (natively on the PM-SETU portal) are tagged to the PM- SETU scheme, routed through the prescribed escalation hierarchies, tracked against SLAs, and closed with complete disposal records. Finally, analytics for monitoring converts task and grievance transactional data into alerts, dashboards, and reports that provide actionable insights for governance and decision-making.

These processes are inherently complex to administer. They span multiple stakeholders — Central Government entities, State Governments, RDST offices, nodal officers, ITIs, SPVs, AIPs, trainees, trainers,

DGT divisions and cells, and technology partners — each with distinct roles, approval authorities, and information needs. They also involve multi-channel grievance intake, mandatory ITI approval and original- document requirements for trainee grievances, examination-window constraints, CPGRAMS transfer chains, and division-wise resolution responsibilities. Managing this lifecycle through manual or fragmented systems would result in delayed task delivery, invisible programme slippage, untraceable grievances, and elevated stakeholder dissatisfaction. A dedicated, centralized Admin Management Module is therefore required to act as the single source of truth — enforcing approved workplans, automating routing and escalation, maintaining complete audit trails, and providing real-time visibility to all stakeholders.

To address these requirements, the Admin Management Module is organized into two sub-modules delivered through seven functional pillars: a Task & Work Management component and Programme Monitoring Dashboards under the Project Management sub-module; and Grievance Intake & Integration Touchpoints, Grievance Routing & Workflow, an Alert & SLA Engine, and Grievance Analytics under the Grievance Management sub-module; connected by a common Integration Layer linking SIDH, CPGRAMS, FMS/LOMS, identity management, document repositories, and communication gateways.

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Sub-module 1: PM-SETU Project Management — user journey

• •Workplan setup: The SPMU/PMU defines

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programme workstreams, workplans, and sprint/milestone calendars; the system auto- initializes task boards and reporting structures for each workstream.

• •Task creation and assignment:

The workstream lead creates tasks specifying title, description, workstream, priority, due date, and assignee; the system notifies the assignee and places the task on the board.

• •Execution and progress logging: The team

member accepts the task, marks it in-progress, and periodically logs progress, effort, and blockers; the system continuously monitors due dates and raises overdue alerts to the workstream lead.

• •Review and closure: On completion, the

member attaches the deliverable and submits the task for review; the reviewer/approver examines the deliverable and either approves closure or returns the task for rework with comments.

• •Reporting: On approval, the system closes the

task, recomputes workstream completion percentages, and refreshes progress dashboards; milestone status and delayed tasks are surfaced to SPMU, State, and Centre views.

Figure 3 — User journey: PM-SETU Project Management task workflow (see Annexure for the full Camunda BPMN process design).

Sub-module 2: Grievance Management — user journeys

The grievance management approach for PM-SETU is to reuse the existing grievance ecosystems and introduce PM-SETU integration touchpoints at each of them, while creating a native filing channel only where none exists today. On SIDH and CPGRAMS, a PM-SETU scheme-selection dropdown shall be introduced so that grievances relating to the scheme are tagged at intake and can be routed, tracked, and reported end to end. For SPVs and AIPs, grievance filing for fiduciary management and other IT-related matters shall be provided on the PM-SETU portal itself, with resolutions flowing to the other systems (FMS, LOMS) where required.

Trainee grievance journey (SIDH)

• •Filing with scheme tag: The

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trainee logs into SIDH, selects the PM-SETU scheme from the scheme dropdown, and files a grievance under the marks/profile or examination category.

• •Documents and ITI approval: For

marks/profile grievances, the trainee submits the original documents as part of the filing; the grievance is then verified and approved by the ITI before progressing.

• •Escalation chain: The approved

grievance is routed to the Nodal Officer (one per 4–5 ITIs), then to the RDST, then to the State, and then to the Centre for resolution; each stage records remarks and timestamps.

• •Examination window:

Examination grievances (practical or written) can be filed only within the designated examination window and are routed to the Examination/Trade Test Cell for resolution; pre-2014 examination grievances remain manual and are recorded in a digitized register once processed by the concerned cell.

• •Closure and synchronization:

On resolution, the status is updated on the SIDH portal and the trainee is notified; the disposal record is synchronized to the PM- SETU grievance analytics store.

Figure 4 — User journey: Trainee grievance redressal via SIDH (marks/profile and examination categories).

Trainer grievance journey (SIDH)

• •Filing with scheme tag: The trainer logs into

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SIDH, selects the PM-SETU scheme from the scheme dropdown, and files a marks/certification or profile grievance.

• •Routing and clarification: SIDH registers the

ticket and routes it to the concerned cell; where clarification is needed, the trainer is asked to provide additional information or documents.

• •Resolution and closure: The concerned cell

resolves the grievance, records the action taken, updates the status on SIDH, and notifies the trainer; the disposal record is synchronized to the PM-SETU grievance analytics store.

Figure 5 — User journey: Trainer grievance redressal via SIDH.

Ministry-level grievance journey (CPGRAMS)

• •Intake and tagging:

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Grievances received at the ministry level are filed on CPGRAMS and transferred to DGT, where the DGT nodal officer categorizes the grievance and applies the PM- SETU tag where applicable.

• •Transfer chain: The grievance

is transferred to the nodal officer of the concerned internal division/cell; where sub-portal action is required, it is further transferred to the relevant sub- portal (SIDH or State system) for resolution.

• •ATR and closure:

The concerned division resolves the grievance, prepares the Action Taken Report, and uploads it on CPGRAMS, following which the grievance is closed and the complainant notified.

Figure 6 — User journey: Ministry-level grievance routing and closure via CPGRAMS.

SPV/AIP grievance journey (PM-SETU portal)

• •Native filing: The SPV/AIP

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raises a grievance on the PM- SETU portal under the fiduciary management or IT/platform category; the system generates a ticket ID, auto-categorizes the grievance, and applies the applicable SLA.

• •Category-based routing:

Fiduciary grievances are routed to the FMS/SPMU finance cell; IT and platform grievances are routed to the IT Cell or the concerned technology partner. Resolution actions are executed in the concerned system and flow back to the ticket.

• •Verification and closure:

The SPMU verifies the resolution; unsatisfactory resolutions are reopened and escalated, while satisfactory resolutions result in ticket closure, dashboard updates, and notification to the SPV/AIP.

Figure 7 — User journey: SPV/AIP grievance filing on the PM-SETU portal (fiduciary and IT categories).

The table below outlines the access rights and functional permissions available to each stakeholder persona across the sub-modules.

The table below summarizes the core functional modules and capabilities of the PM-SETU Admin Management System.

4. Functional System Requirements

Pillar 1: Task & work management

The system shall enable digital creation, assignment, and lifecycle management of programme tasks across PM-SETU workstreams. The platform shall capture task attributes including title, description, workstream, priority, due date, assignee, and linked milestone. The solution shall support task states (Open, In-Progress, Under Review, Rework, Closed), progress and effort logging, deliverable attachment, and review-based closure. The module shall maintain complete task history and prevent closure without reviewer approval.

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Functional Capabilities

Task Administration: Explicitly requires structured task capture and assignment with notification to assignees.

• •Create task with workstream, priority, due date, and assignee.
• •Notify assignee and add task to the workstream board.
• •Reassign, re-prioritize, and re-schedule tasks with audit trail.
• •Link tasks to milestones and workplan items.

Progress & Effort Tracking: Identifies progress percentage, effort, and blocker capture as system functions.

• •Log progress percentage and effort against each task.
• •Record blockers and dependencies.
• •Auto-compute workstream completion using effort-weighted task progress.

Review & Closure: Requires reviewer approval before closure, with rework loops for returned tasks.

• •Submit completed task with deliverable attachment.
• •Approve closure or return for rework with comments.
• •Close task and update dashboards automatically.

Acceptance Criteria

• •Tasks can be created, assigned, and tracked digitally across all workstreams.
• •Assignees receive notifications within five minutes of assignment.
• •Workstream completion percentages are recomputed automatically on task updates.
• •Tasks cannot be closed without reviewer approval.
• •Complete task history is preserved and viewable.

Validation Rules

• •Task title, workstream, due date, and assignee are mandatory.
• •Due dates cannot precede the task creation date.
• •Progress percentage must be between 0 and 100.
• •Deliverable attachment is mandatory for closure submission.
• •Only designated reviewers may approve closure.

Exception Management

Pillar 2: Programme monitoring dashboards

The system should provide role-based programme monitoring dashboards covering workstream progress, milestone status, task ageing, and team workload. Dashboards shall support drill-down from national summaries to workstreams, teams, and individual tasks, and shall reconcile with underlying task records.

Functional Capabilities

• •National and workstream-level completion dashboards with milestone RAG status.
• •Overdue and at-risk task listings with ageing buckets.
• •Team workload and effort distribution views.
• •Scheduled and on-demand progress reports exportable in PDF and Excel formats.

Acceptance Criteria

• •Users access dashboards based on assigned roles.
• •Dashboards refresh automatically and support drill-down navigation.
• •Dashboard KPIs reconcile with source task data.

Validation Rules

• •Users shall view only authorized data.
• •Completion calculations must follow approved effort-weighted formulas.
• •Historical reports cannot be modified.

Exception Management

Pillar 3: Grievance intake & PM-SETU integration touchpoints

The system shall enable PM-SETU-tagged grievance intake across the existing portals and the PM-SETU portal. The platform shall introduce a PM-SETU scheme-selection dropdown on SIDH and CPGRAMS intake screens, capture grievance category and supporting documents, enforce examination-window rules for exam grievances, and provide native filing for SPVs/AIPs on the PM-SETU portal.

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Functional Capabilities

Scheme Tagging: Requires PM-SETU selection at intake on all integrated portals so grievances are identifiable end to end.

• •Display PM-SETU in the scheme dropdown on SIDH and CPGRAMS.
• •Apply the PM-SETU tag to the grievance record and propagate it through routing.

Trainee Intake (SIDH): Covers marks/profile and examination grievances with document and approval controls.

• •Capture grievance category (marks/profile or examination).
• •Capture original document submission for marks/profile grievances.
• •Enforce ITI approval before escalation.
• •Restrict examination grievances (practical/written) to the designated examination window.
• •Maintain a digitized register for pre-2014 examination grievances processed manually by the

concerned cell.

Trainer Intake (SIDH): Covers marks/certification and profile grievances of trainers.

• •Capture trainer grievance with category and supporting records.

SPV/AIP Intake (PM-SETU Portal): Provides native filing for fiduciary management and IT/platform grievances.

• •Capture grievance under fiduciary or IT/platform category.
• •Generate ticket ID and apply SLA automatically.
• •Flow resolution actions to the concerned systems (FMS, LOMS) where required.

Acceptance Criteria

• •PM-SETU is selectable at intake on SIDH and CPGRAMS.
• •Trainee grievances cannot progress without ITI approval and required documents.
• •Examination grievances are accepted only within the examination window.
• •SPV/AIP tickets are generated with automatic categorization and SLA assignment.

Validation Rules

• •Scheme tag is mandatory for PM-SETU grievance reporting.
• •Original document reference is mandatory for marks/profile grievances.
• •Examination grievances outside the window shall be rejected with a message.
• •Grievance category is mandatory for SPV/AIP tickets.

Exception Management

Pillar 4: Grievance routing, workflow & escalation

The system shall route grievances through the prescribed hierarchies with complete traceability. For trainee grievances, the platform shall enforce the Nodal Officer → RDST → State → Centre chain following ITI approval, with SIDH status updates at closure. For ministry-level grievances, the platform shall support the CPGRAMS transfer chain from DGT nodal officer to division nodal officers and onward to sub-portals, with ATR-based closure. For SPV/AIP tickets, the platform shall route by category to the FMS/SPMU finance cell or the IT Cell/technology partner, support SPMU verification, and permit reopening of unsatisfactory resolutions.

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Functional Capabilities

• •Stage-wise routing with remarks, timestamps, and holder identification at every stage.
• •Forward, return, seek-clarification, and resolve actions at each stage.
• •CPGRAMS transfer tracking and ATR upload linkage.
• •Category-based auto-routing of SPV/AIP tickets with reopen and escalation handling.
• •Status synchronization back to the originating portal (SIDH / CPGRAMS) at closure.

Acceptance Criteria

• •Every grievance displays its current stage, holder, and elapsed time.
• •Stage transitions are recorded with user, timestamp, and remarks.
• •Closure updates are reflected on the originating portal.
• •Reopened tickets retain full history and are flagged for escalation.

Validation Rules

• •Stages cannot be skipped except through authorized escalation.
• •Closure requires a recorded resolution remark and, for CPGRAMS, an uploaded ATR.
• •Only the current stage holder may act on a grievance.

Exception Management

Pillar 5: Alert & SLA engine

The alert engine shall continuously monitor task events, grievance ageing, SLA breaches, approval delays, and escalation triggers. Alerts shall be configurable, role-based, and capable of supporting escalation workflows.

Major Alert Types

Acceptance Criteria

The system will generate alerts within five minutes of identifying a trigger event. Users shall receive dashboard alerts, email notifications, and SMS notifications based on configured severity levels. Escalation rules shall automatically execute upon SLA breaches.

Validation Rules

Alert generation shall only occur against approved business rules. Duplicate alerts for the same unresolved issue shall be consolidated.

Exception Management

Failure of email or SMS delivery shall trigger retry attempts and escalation logging. Communication failures should not prevent alert visibility within dashboards.

Pillar 6: Grievance analytics, dashboards & reports

The analytics component shall provide stakeholder-specific views for grievance monitoring, disposal tracking, and decision support, consolidated across SIDH, CPGRAMS, and the PM-SETU portal for PM- SETU-tagged grievances.

Acceptance Criteria

• •Users access dashboards based on assigned roles.
• •Dashboards refresh automatically and support drill-down navigation.
• •Reports can be exported in PDF and Excel formats.
• •Dashboard KPIs reconcile with source grievance records.

Validation Rules

• •Users shall view only authorized data.
• •Disposal and ageing calculations must follow approved formulas.
• •Dashboard data must originate from validated source systems.
• •Historical reports cannot be modified.

Exception Management

Pillar 7: Integration

The Admin Management Module will operate as a central platform within the PM-SETU ecosystem and will require integration with multiple internal and external systems to support task management, grievance intake and routing, stakeholder workflows, and programme reporting. These integrations will enable seamless exchange of task, grievance, and disposal data, reduce manual intervention, improve data accuracy, and facilitate real-time decision-making across national, state, and implementation levels. The integration architecture will support secure, API-driven data exchange with the SIDH and CPGRAMS portals, the PM-SETU FMS and LOMS platforms, government identity platforms, document repositories, and enterprise support services.

5. Solution Architecture

The PM-SETU Admin Management System shall act as a unified digital administration platform to manage programme execution visibility and grievance disposal. The system architecture should enable real-time or near real-time visibility of task progress and grievance status across channels, enforce routing and SLA rules, trigger escalations, and provide role-based dashboards. The architecture is organized into three layers:

• •Data Layer
• •Platform Layer — PM-SETU LOMS / Admin Management Platform
• •User Access Layer

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Data layer

The Data Layer shall serve as the foundation of the admin platform. It will collect, store, validate, reconcile, and standardize data from multiple internal and external sources. This layer is critical because PM-SETU grievances originate across three intake channels and programme tasks span multiple workstreams, States, and partner teams.

Platform layer

The Platform Layer is the core application layer where business rules, workflows, validations, dashboards, alerts, approvals, and administration controls will operate. The admin framework identifies the PM-SETU LOMS as the platform layer comprising the Task & Work Management component, Programme Monitoring Dashboards, Grievance Intake & Routing Workflow, Alert & SLA Engine, and Grievance Analytics.

User access layer

The User Access Layer shall provide secure, role-based access to different stakeholders through tailored portals and dashboards. The framework defines user access for the SPMU/PMU workspace, State/RDST view, Cell/Division queues, SPV/AIP portal, ITI view, and trainee/trainer touchpoints on their existing portals. This layer must balance transparency with operational autonomy: maximum transparency at the summary level, with resolution responsibility retained by the concerned cell or authority rather than central micromanagement.

6. Non-Functional Requirements

The PM-SETU Admin Management System will serve as the central digital platform for managing programme execution and grievance redressal across multiple States, ITIs, SPVs, divisions, and programme management entities. Given its administrative significance and citizen-facing character, the platform must satisfy stringent non-functional requirements relating to performance, availability, security, resilience, auditability, and regulatory compliance.

Performance requirements

The platform shall provide responsive and reliable user experience across all stakeholder groups including Centre, State Governments, SPMU/PMU teams, SPVs, AIPs, ITIs, trainees, trainers, and divisions. The system shall support concurrent access from all participating entities without degradation in performance, and shall maintain performance consistency during peak periods such as examination windows, admission cycles, and programme review periods. The table below contains the ideal response times of the platform.

Security requirements

The platform shall implement a comprehensive security framework to protect grievance, personal, task, and administrative data. User authentication shall be integrated with Government Identity and Access Management or approved Single Sign-On mechanisms to provide centralized and secure user access management. RBAC shall be enforced across all application modules to ensure users can access only information and functionality relevant to their designated responsibilities. The system shall maintain strict segregation of duties between trainees, trainers, ITIs, nodal officers, State authorities, cells, SPVs/AIPs, and Centre-level authorities. Sensitive information, including grievance records, personal data, uploaded documents, and user credentials, shall be protected through encryption at rest and encryption in transit. The table below describes the security standards and frameworks required for the admin management module.

Disaster recovery requirements

The PM-SETU Admin Management System shall be designed for high availability and business continuity. A disaster recovery environment shall be maintained at a geographically separate location to ensure continuity of critical administration operations in the event of infrastructure failure, cyber incidents, natural disasters, or other disruptive events. The DR environment shall maintain synchronized copies of application data, configuration information, master data, documents, grievance records, task records, and transaction history. Recovery procedures shall be documented, periodically tested, and governed through defined operational protocols. Critical functions including grievance intake synchronization, routing workflows, task management, and reporting shall be restored within agreed recovery time objectives. The platform shall support failover procedures and controlled restoration processes to minimize operational disruption and prevent loss of grievance or programme information.

Backup and data retention requirements

The platform shall implement automated backup mechanisms covering application databases, uploaded documents, grievance records, ATRs, task records, master data, configuration settings, and system logs. Backups shall be performed at scheduled intervals and stored securely in accordance with government data protection guidelines. The solution shall maintain multiple backup copies to support operational recovery, disaster recovery, and regulatory compliance requirements. Backup files shall be encrypted and protected against unauthorized access or alteration. Periodic backup restoration testing shall be conducted to validate recoverability and data integrity. The system shall preserve historical grievance, disposal, task, and workflow information for the duration prescribed under applicable government record retention policies and programme governance requirements. Archived data shall remain searchable and auditable throughout the retention period.

Audit logging and monitoring requirements

Given the citizen-facing and administrative nature of the programme, comprehensive audit logging shall be a mandatory platform capability. The system shall capture all user authentication events, record creation activities, data modifications, approvals, stage transitions, routing decisions, report generation requests, integration transactions, exception handling actions, and administrative changes. All logs shall include user identification, timestamp, action performed, affected entity, previous value, updated value, and source of transaction where applicable. Audit logs shall be tamper-resistant and accessible only to authorized administrators and auditors. The platform shall support centralized log monitoring, exception detection, activity tracing, and forensic investigation capabilities. Log retention periods shall align with programme audit requirements and statutory governance obligations.

Compliance requirements

The platform shall adhere to the administrative governance principles and operational controls defined under the PM-SETU programme. The solution shall support compliance with Government of India digital governance standards, approved cybersecurity guidelines, data protection requirements, and applicable grievance redressal guidelines including CPGRAMS disposal norms. The system shall maintain immutable audit trails for all routing decisions, stage transitions, and disposal outcomes to support internal audits, external audits, and independent verification activities. All workflows related to task management, grievance intake, routing, escalation, and closure shall be digitally recorded and retained to ensure accountability, transparency, and regulatory adherence across the PM-SETU ecosystem. The solution shall provide evidence-based reporting capabilities to support governance reviews by Centre, State Governments, and programme oversight bodies.

7. Process Designs and Mockups

This section presents the detailed swimlane process designs for each user journey described in Section 3, together with illustrative screen mockups of the PM-SETU Admin Management portal. The process designs are modelled in BPMN 2.0 and are provided as editable files compatible with Camunda Modeler (see Annexure); the diagrams below are rendered directly from those files. The mockups illustrate the primary screens referenced in the functional requirements and are intended to guide UI/UX development.

PM-SETU Project Management — task assignment and tracking

This process diagram illustrates the end-to-end task lifecycle across the SPMU/Workstream Lead, Team Member, Reviewer/Approver, and the PM-SETU Admin Module. A task is created against a workstream with a due date and assignee; the assignee logs progress and effort until the deliverable is submitted for review; on approval the task is closed and dashboards are refreshed, while a rejected review routes back for rework.

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Trainee grievance redressal via SIDH — marks and profile category

This process diagram illustrates the escalation chain for trainee marks and profile grievances filed on SIDH. Following ITI verification and approval, the grievance moves sequentially through the Nodal Officer, RDST, State Directorate, and Centre before the resolution is recorded back on SIDH. Grievances returned by the ITI are corrected and resubmitted by the trainee. Examination-window grievances follow a separate, shorter path illustrated in the user journey at Figure 4.

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Trainer grievance redressal via SIDH

This process diagram illustrates the trainer grievance process on SIDH. The trainer files a marks/certification or profile grievance, which is registered and routed to the concerned cell; the cell may seek clarification from the trainer before resolving the grievance and updating the status on SIDH.

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CPGRAMS grievance routing and closure

This process diagram illustrates the ministry-level grievance transfer chain. A grievance filed on CPGRAMS is transferred to the DGT Nodal Officer, categorized and tagged to PM-SETU, and transferred to the concerned internal division or cell. Where sub-portal action is required, the grievance is additionally resolved via SIDH or the relevant State system before the division prepares and uploads the Action Taken Report and closes the grievance.

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SPV/AIP grievance on the PM-SETU portal — fiduciary and IT

This process diagram illustrates the native SPV/AIP grievance channel. A grievance raised on the PM- SETU portal is auto-categorized and assigned an SLA, then routed to the FMS/SPMU Finance Cell (fiduciary category) or the IT Cell/technology partner (IT/platform category). Following execution of resolution actions, the SPMU verifies the outcome; unsatisfactory resolutions are reopened and escalated, while satisfactory resolutions close the ticket and notify the SPV/AIP.

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Illustrative screen mockups

The mockups below illustrate the primary screens of the PM-SETU Admin Management portal referenced in the functional requirements: the project management task board and task creation form, the SIDH grievance filing touchpoint carrying the PM-SETU scheme dropdown, the native SPV/AIP grievance filing screen, the consolidated grievance tracking dashboard, and the CPGRAMS DGT Nodal Officer console.

Task Board (Kanban view)

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Task Creation form

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SIDH — Grievance filing with PM-SETU scheme dropdown

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PM-SETU Portal — SPV/AIP grievance filing

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Grievance Tracking Dashboard (National view)

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CPGRAMS — DGT Nodal Officer console

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