Enquiry Officer Manual
Role & Responsibility: The Enquiry Officer is the first line of verification. You are responsible for validating the authenticity of applications submitted by citizens in your assigned Wards. Your verification enables the Approving Officer to issue the legal certificate.
Dashboard Highlights:
- Pending Verification: A large counter showing total pending tasks in your wards.
- Action Queue: A dedicated table listing all applications waiting for your verification with a direct "Verify Application" button.
1. Verification Workflow
Your primary daily task is to clear the "Pending" queue. Follow this standard operating procedure:
Step 1: Accessing Applications
- Log in to your dashboard.
- Look at the "Applications Pending Your Verification" table.
- Click the blue "Verify Application" button for any item.
- Alternatively, browse specific certificate types (e.g., "Income Certificates") from the sidebar.
Step 2: Document & Detail Check
Carefully compare the data entered in the form vs the uploaded documents.
| Check Point |
What to verify |
| Identity |
Does the Name and Aadhar No match the uploaded Aadhar Card? Is the photo clear? |
| Purpose |
Is the "Purpose Support Document" valid and relevant? (This is mandatory for Residential, Income, Warisan etc.) |
| Residence |
Does the address fall under your assigned Ward? |
| Legal Heirs |
(For Legal Heir Cert) Verify the Death Certificate. Ensure all heirs mentioned in the Affidavit are listed in the application rows. |
Step 3: Field Enquiry (Offline)
Depending on the certificate type and municipal rules, you may need to visit the applicant's address or call them.
- Residential: Requires confirming the applicant lives at the stated address.
- Income: Verify the family income sources.
2. Taking Action: Verify or Reject
Once you have formed a conclusion, scroll to the "Enquiry Actions" section at the bottom of the application details page.
CRITICAL: It is MANDATORY to upload an Enquiry Report document for BOTH 'Verify' and 'Reject' actions.
Scenario A: Application is Genuine
- Prepare Report: Fill out your departmental enquiry form, sign it, and scan it (PDF/JPG).
- Upload Report: Click "Choose File" under Enquiry Report (Document).
- Add Note: Write a summary.
Example: "Verified physically. Applicant resides at the given address."
- Click the Verify button.
- Result: Status becomes 'Verified'. Application moves to Approving Officer.
Scenario B: Application is Invalid/Fake
- Prepare Report: Document why it is invalid (e.g., "Address not found", "Fake documents").
- Upload Report: Upload this proof.
- Add Note: Write the rejection reason clearly. This text will be shown to the Citizen.
Example: "Rejected. Applicant does not live in this Ward."
- Click the Reject button.
- Result: Status becomes 'Rejected'. Process ends.
3. Managing Wards
You are assigned specific Wards by the Super Admin. You will only see applications from these wards.
- If you see an application that belongs to a different ward (user selected wrong ward), Reject it and ask them to apply with the correct ward number. You cannot transfer applications between officers yourself.
4. Tips for Efficiency
- Batch Processing: Use the Dashboard table to quickly open sequential applications.
- Clear Reports: Ensure your uploaded Enquiry Report is legible. The Approving Officer relies on this to issue the certificate.