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Program Architecture Layer

Integration Layer

ModuleCapability Area

Integration and Interoperability and Integration

Component

Grievance Management System

Level of Importance

Optional

Priority

Low

Social Protection Delivery Chain Stage

Manage

Requirement Description

IBR ideally should implement APIs to interface with implement interfaces to a centralized Grievance Management System for tracking and resolving beneficiary complaints across multiple programs.

Justification

Enables coordinated grievance resolution and improves beneficiary satisfaction

Use Case

Implement APIs to interface with a centralized Grievance Management System for tracking and resolving beneficiary complaints across multiple programs.

Data Elements Required

Beneficiary ID, Grievance Data, Resolution Status

Minimum Technical Specifications

  • APIInterface: REST API as an example interface to interface connect with the grievance system.

  • Authentication: Basic token-based access for APIthe interface.

  • Data Format: JSON for grievance and resolution status.

Standard Technical Specifications

  • APIInterface: GraphQL as an example interface to manage grievance data more flexibly.

  • Authentication: OAuth 2.0 with role-based permissions.

  • Data Format: JSON-LD for standardized grievance data representation.

Advanced Technical Specifications

  • APIInterface: Federated GraphQL as an example interface for comprehensive grievance tracking.

  • Authentication: Advanced identity verification with MFA.

  • Data Format: RDF to enhance data context and interoperability with other grievance management systems.

Security & Privacy Requirements

Secure grievance data handling, role-based access control.

Scalability Considerations

Use of federated GraphQL for grievance tracking scalability.

Interoperability Requirements

Integration with centralized Grievance Management System via APIinterfaces.

Compliance with International Standards

Compliance with GDPR for grievance resolution data.

User Interface Requirements

Grievance tracking UI with resolution status updates.