Online Complaint Portal

TUTORIALSDUNIYA.
COM
Online Complaint
Portal
Software Engineering Project
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Online COmplaint pOrtal
Software Engineering Project Report
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COUrSe – BSC (H) COmpUter SCienCe
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SemeSter - 4tH
prepared By
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aKaSH dWiVedi (1234)

SUPERVISOR- TutorialsDuniya.Com
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mOSeSBOU marenmai(1234)
SaUraBH (1234)
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aditya pandey (1234)

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Department of Computer Science

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HANSRAJ COLLEGE
University of Delhi

CERTIFICATE
This is to certify that the project entitled, “ONLINE COMPLAINT PORTAL” has been done by:
AKASH DWIVEDI,MOSESBOU,SAURABH,ADITYAof Bachelor of Science in Computer Science
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during semester IV from Hansraj College(Day) University of Delhi under the supervision of
TutorialsDuniya.
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DECLARATION
I hereby declare that this Project Report titled “ONLINE COMPLAINT PORTAL”
submitted to the Department of Computer Science , Hansraj College(Delhi University) is a
record of original work done by the team under the guidance of TutorialsDuniya.
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The information and data given in the report is authentic to the best of the team knowledge.
This Project Report is not submitted to any other university or institution for the award of
any degree, diploma or fellowship or published any time before.
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ACKNOWLEDGEMENT
The contentment that is achieved on the successful completion of any task is incomplete
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without mentioning the names of the people who made it possible with their consistent
guidance, support and indispensable encouragement.
The Project was jointly undertaken by AKASH DWIVEDI, MOSESBOU, SAURABH,

ADITYA as their 4th semester Software Engineering Project, under the able guidance and
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supervision of TutorialsDuniya.com. Our primary thanks to her , who poured over every inch
of our project with painstaking attention and helped us throughout the working of the project.
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It’s our privilege to acknowledge our deepest sense of gratitude to her for her inspiration
which has helped us immensely. We are extremely grateful to her for unstilted support and
encouragement in the preparation of this project.
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Process Model
INCREMENTAL MODEL
The incremental model combines elements of the waterfall model applied in an iterative
fashion. Referring to the figure, the incremental model applies linear sequences in a staggered
fashion as calendar time progresses. Each linear sequence produces deliverable “increments” of
the software.
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When an incremental model is used, the first increment is often a core product. That is,
basic requirements are addressed, but many supplementary features (some known, others
unknown) remain undelivered. The core product is used by the customer (or undergoes detailed
evaluation). As a result of use and/or evaluation, a plan is developed for the next increment.
The plan addresses the modification of the core product to better meet the needs of the
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customer and the delivery of each increment, until the complete product is produced.
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Reason for using this model:
The reason for using this that the concept of our software is vast and there are a lot of modules that are
required to be built. This increases the chances of an error. Use of an increment model will allow us to
analyze our project after completion of each module. Thus we can change our requirements at the
start of each module.
Moreover after our first increment, we can launch our core product for the users. After use,
evaluation and feedback by the users we can modify our software and take it to a more advanced
level.

The benefit of using this model is that we will be getting a continuous feedback from users which
will allow us to develop our software more efficiently.
TABLE OF CONTENTS
Process Model ......................................................... .

1. Software Requirement Specification.... .
1.1 Overall Description ........................... .
1.1.1 Product Functions ........................ .
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1.1.2 User Characteristics ..................... .
1.1.3 General Constraints ...................... .
1.1.4 Assumptions and Dependencies .. .
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1.2 External Interface Requirements .......
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1.2.1 User Interfaces ............................. .
1.3 Data Flow Diagram ........................... .

1.4 Data Dictionary ................................. .
1.5 ERD i
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1.6 USER SURVEY MODEL……………………………………………7
1.7 ACTIVITY ..……………………………………………………….…7

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2. Estimations ........................................... .
2.1 Function Points .................................................................................... 8
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3. Scheduling ............................................ .
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4. Risk Management ................................. .

5. Design ................................................... .
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5.1 STRUCTURED Design METHODOLOGY ......

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6. TESTING ............................................. .
6.1 PSEUDOCODE ……………………………………………….....12
6.2 CYCLOMETIC COMPLEXITY …………..................................12
7. References

1. Software Requirement Specification
1.1 Overall Description

The Online Complaint Portal web application is intended to allow theCitizen of India to express
his problems to the government authorities.
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Through this a citizen can file complaint regarding any area in Delhi. Then the complaint is
forwarded to the government officer. The officer then can resolve that compliant and then give a
confirmation to the citizen through our site.
Thus it will act as an interface between the government and the citizens.
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1.1.1 Product Functions
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Initial functional requirements will be:-
 Registration for both citizen and officer.
 Login and logout mechanism for both citizen and officer.
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 Complaint filing window allowing citizens to file complaints.
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 Mechanism to assign complaints to an officer.
 Mechanism to allow citizen to check complaints.
 Mechanism to allow officers to update complaint status.
 Mechanism to inform citizen about complaint status.
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 Maintaining database of citizen, officer and the filed complaints.

 Feedback mechanism to allow both citizen and officers to give suggestions regarding
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the website.
 Mechanism for updating citizen and officer record on successful filing of complaint and
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complaint resolution respectively.

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The rest of this document is organized as follows:

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Section 2 gives an overall description of the software. It gives what level of proficiency is
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expected of the user, some general constraints while making the software and some
assumptions and dependencies that are assumed.
Section 3 describes the analysis model of the software. It includes data flow diagram (DFD),
data dictionary, entity relationship diagram (ERD), use cases, sequence diagram, state
transition diagram and activity diagram.
Section 4 gives the planning phase of the software. It includes project scheduling,
cost estimation and risk management strategy that are adopted in this project.
Section 5 contains the design phase of the software. It includes structured design
methodology (SDM) for the software.

Section 6 describes the testing strategy of the software. It includes white box testing
technique to find the cyclomatic complexity, independent paths and finally the number of test
cases.
1.1.2 User Characteristics

Product perspective
OCP is aimed towards the citizens who want to get quick resolution of the complaints without
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having to face big queues of a government office. Thus this project envisages bridging the gap
between the citizen and the officer. OCP should be user-friendly, ‘quick to learn’ and reliable
software for the above purpose. OCP is intended to be a stand-alone product and should not
depend on the availability of other software.
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Product Functions
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User: Citizen
Functions:
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1. Citizen can sign up with the website.
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2. Citizen can file a complaint through this application provided that he is registered with this
application.
3. The Citizen can also check the status of the complaint by giving the complaint id of the
complaint.
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4. The Citizen also gives confirmation about the resolution of the complaint. Only then a
complaint is considered to be closed.
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User: Government Officer

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Functions:
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1. Officer can sign up with the website.

2. The government officer can update the status of the complaints assigned to his account.
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1.1.2 User Characteristics

 The user should be familiar with the internet.
 The user should have knowledge of the area for which he has to file the complaint.
1.1.3Constraints
 No multilingual support.
 Complaints for Delhi are filed only.

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 Criminal Record Management  E-Boutique
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 Hospital Management System  Online Bookstore
 Online Complaint Portal  Online Event Booking
 Online MetroCard Recharge  Online Missing Person Info
 Online Shopping  Online Shopping System
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 Reality Show Management  Tour & Travel Management
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1.2 External Interface Requirements

1.2.1 User Interface
Screens
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1.3 Data Flow Diagram (DFD)
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1.3.1 LEVEL-0
0 DFD.
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1.3.2 LEVEL-1 DFD
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1.3.3 LEVEL-2
2 DFD (LOGIN PROCESS)
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TutorialsDuniya.com




1.3.4 LEVEL-2
2 DFD (FEEDBACK PROCESS)
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1.3.5 LEVEL-2 DFD (COMPLAINT PROCESS
PROCESS)
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1.3.6 LEVEL-2
2 DFD (COMPLAINT STATUS)
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1.3.7 LEVEL-2
2 DFD (COMPLAINT MANAGEMENT)
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1.4 Data Dictionary
Citizen Signup = Firstname + Lastname + Username + Password + Email + Mobile

Officer Signup = Firstname + Lastname + Username + Password + Email + Mobile + Area
Login = Username + Password
Complaint Form = Title + Photo + Area + Comment
Complaint ID = Comp_ID
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Citizen Details=C_ID+Cname
Update record=Filed_Complaints
Area details= Area_ID+AreaName+O_ID
Officer Details=O_id+Area+Complaints_pending
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Comp Details=comp_id+area
Update comp record=comp_id+o_id
Status = Pending|Resolved|Closed
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Citizens = [C_ID + Firstname + Lastname + Username + Password + Email + Mobile + Filed_Complaints]*
Officers = [O_ID + Firstname + Lastname + Username + Password + Email + Mobile + Area +
Complaints assigned + Resolved_complaints]*
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Area = [Area_ID + Name + [O_ID]*+ Total_Comp]*
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Complaints = [Comp_ID + Date + Title + C_ID + O_ID + Area + Photo + Comment + Status]*
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1.5 Entity Relationship Diagram (ERD)
Area
O_ID
C_ID
Photo
Title
Comment
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Date
COMPLAINTS Status
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Comp_ID
N N
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O_id
FILES ASSIGNED Resolved
Filed_Comp i
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N
Fname
1
Mob 1
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Pwd Email
Pwd
OFFICERS
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CITIZENS BELONGS TO Mobile

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N
Lname
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C_id Uname
Uname
Assigned
Fname
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Lname
IN CHARGE
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1
Total_comp from
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to
Area_ID
AREA
Name O_ID

1.6Use-Case Model Survey
Use cases
Use Case 1: File a Complaint
Primary Actor: Citizen
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Precondition: Citizen has logged in
Main Success Scenario:
1. Citizen files a complaint by uploading a photo and giving details of the complaint.
2. System checks citizen’s details and then updates citizen’s record.
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3. Complaint ID is returned to the citizen.
Exception Scenario:
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1. The photo exceeds the maximum size.
 System prompts the citizen to upload another photo of adequate size.
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Use Case 2: Assign Complaint
Primary Actor: System
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Precondition: Citizen has filed a complaint

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1. System checks the area in the complaint and looks for the officer of that area.
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2. System assigns the complaint to that officer and update the complaint as well.
3. Message is sent to officer’s account.
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Exception Scenario:
1. If there are multiple officers for that area.

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 System assign the complaint to the officer with the least no. of unresolved complaints.
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Use Case 3: Check Complaints

Primary Actor: Citizen
Precondition: Citizen has logged in.
1. Citizen enters the complaint ID.
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2. System searches for the complaint ID and displays the details of the complaint.
Exception Scenario:
2. If complaint ID is not found
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 System informs the citizen and asks to reenter the complaint ID.
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Use Case 4: Update complaint status
Primary Actor: Officer
Precondition: Officer has logged in.

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3. Officer updates the complaint status.

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4. System updates the complaint and notifies the citizen.
Exception Scenario: None

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Use Case 5: Close Complaint
Primary Actor: System

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Precondition: Officer has set the status of the complaint as resolved

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1. System sends a message to the citizen’s account.

2. Citizen sends a confirmation message containing a YES.
3. System updates the officer’s record and marks the complaint as closed.
Exception Scenario:
2. Citizen sends a message containing a NO.
 Citizen notifies the officer and changes the complaint status from ‘Resolved’ to
‘Pending’.

USe CaSe diagram
File a Complaint
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Assign a Complaint
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CITIZEN
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Check Complaints
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Update Complaint
Status
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OFFICER Close Complaint

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System Boundary
SYSTEM

1.7 Activity Diagrams
1. Activity Diagram for filing a complaint.
Enter username and

password
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Invalid passwords/ID
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Valid passwords/ID
Select option Prompt for reentry
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File a complaint
No Input tries remain
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Give complaint details

and upload photo
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Valid information Photo exceeds maximum size

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Processing Info Upload another photo
Complaint filed
Exit

2. Activity Diagram for assigning complaint.
Check officer ID from
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area name
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Officer ID found Multiple Officer IDs found
Assign Complaint to i Find the officer Id with

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the officer least pending
complaints
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Assign Complaint to
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the officer
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Exit

3. Activity Diagram for checking complaints.
Enter username and

password
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Invalid passwords/ID
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Valid passwords/ID
Select option Prompt for reentry
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Check complaint
No Input tries remain
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Give complaint ID
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Valid complaint ID Invalid complaint ID

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Show Complaint Enter valid complaint Reenter complaint ID

Details ID
Exit

4.Activity Diagram for closing a complaint
Send message to citizen
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Wait for feedback
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Positive reply Negative reply
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Set status to close Set status back to

pending
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Inform the officer

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Exit

TutorialsDuniya.com




2. Estimation
2.1 Problem Based Estimation
FUnCtiOn pOint metriCS
Our DFD contains the following things:
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External inputs = 5
External outputs = 1
Internal Logical Files = 4
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External Inquiries = 1
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External Interfaces = 0
Thus the Function Point Metrics is as follows:
Information i Weighting Factor

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Domain Value Count Simple Average Complex
External Inputs = 5 X 3 4 6 = 18
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External Outputs = 1 X 4 5 7 = 4
Internal Logical Files = 4 X 3 4 6 = 13

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External Inquiries = 1 X 7 10 15 = 7
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External Interfaces = 0 X 5 7 10 = 0
Count Total 42
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Thus the Unadjusted Function Point (UFP) = 56

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Value Adjustment Factor Calculation Table
General System Characteristics (GSCs) Degree of Influence (DI) 0-5
1. Data Communications 0
2. Distributed Data Processing 0
3. Performance 2
4. Heavily Used Configuration
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2
5. Transaction Rate 0
6. Online Data Entry 0
7. End-User Efficiency 1
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8. Online Update 2
9. Complex Processing 1
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10. Reusability 3
11. Installation Ease 2
12. Operational Ease i 1
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13. Multiple Sites 0
14. Facilitate Change 1
Total Degree of Influence (TDI) 15
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Value Adjustment Factor (VAF) = (TDI*0.01) +0.65= 0.8

Where
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Degree
0 = Not present
1 = Insignificant Influence
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2 = Moderate Influence
3 = Average Influence
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4 = Significant Influence
5 = Strong Influence
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Thus Adjusted Function Point (AFP) = (UFP * VAF) = 33.6

4.2.2 Empirical model based estimation (COCOMO II model)

No. of screens in the project: 17
No. of reports: 4
No. of 3GL components: 0
Developer’s experience/capability: Very Low
Complexity of screens: 10 simple, 2 average, 5 complex
Complexity of reports: 4 simple
% reuse: 70
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Taking the values from the given tables:
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Thus Object Points= [10X1 + 2X2 + 5X3 + 4X2 + 0X10] =37
NOP= (object points) X [(100-%reuse)/100] =37 X 0.30=11.1

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PROD=4
Thus Estimated effort=NOP/PROD=11.1/4=2.775 person-months

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3.Scheduling
3.1.1 TIMELINE SCHEDULING.
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4.Risk Management (Risk Table)
Risks Category Probability Impact
Size estimate may be significantly PS 60% 2

low.
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Larger number of users than
PS 30% 3
planned.
Less reuse than planned. PS 70% 2
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End-users resist system BU 40% 3
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Delivery deadline will be tightened.
BU 50% 2
Customer will change

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PS 80% 2
requirements.
TE 30% 1
Technology will not meet
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expectations.
DE 80% 3
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Lack of training on tools.

ST 60% 2
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Staff inexperienced.
PD 40% 2
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Confusion among the developers

regarding the pseudo code.
ST 40% 1
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Poor standard of work.

BU 30% 2
Poor public response to the
software.
PS 30% 2
Requirements are incomplete.
Impact values:
1- catastrophic 3. marginal
2- critical 4. negligible

RMMM plan for risks:

Risk Consequence Action
Size estimate may be Inefficient resource Close look at
significantly low. allocation for the requirement
software resulting in collection process.
delivery delays.
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Less reuse than planned. Development time Develop efficient SRS.
will increase.
Customer will change Might lead to start of Choose an efficient
requirements. development from model that can cope
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scratch. with sudden changes
in requirements.
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Staff Inexperienced. Might lead to Choose the project
development of team efficiently with
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incomplete software. proper mix of
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Completed project experiences
may receive poor
reviews.
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Technology will not Poor construction of Choose resources

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meet expectations. software with many that are compatible

post construction with the pseudo code
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errors. and the product

design.
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Poor standard of work. Will result in a poor Carry out a thorough

quality project. Some procurement process
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elements may need looking at issues of

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to be redone. experience and

Completed project quality as well as
may receive poor cost. Include
reviews. appropriate
contingency.
Delivery Deadline may Delay in deployment. Deadline should be
be tightened. carefully calculated

keeping all areas in

mind.
Risk Consequence Action
Poor public response to Wastage of Conduct a survey to
the software. development efforts get information about
with financial losses. market trends.
Requirements are Incomplete software. Requirements should
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incomplete. May get rejected by be carefully
the customer. understood and
documented.
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Confusion among the Incomplete and Pseudo code should
developers regarding inefficient software. be
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the pseudo code. kept simple and easy
to understand.
Lack of training on tools. Inefficient software
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product with chances well trained and
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of defects. comfortable with the
development tools.
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End users resist system. Redevelopment of End users terms and

the product from conditions should be
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scratch. mentioned in the SRS.

Larger number of users Database will need to Database should be
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than planned. be expanded. big enough to cope

with the worst case
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situations.
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5. Design
5.1 Structured Design Methodology
Step 1: Restate the problem as Data Flow Diagram (DFD)
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Get
Complaint ID
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Get
Login Complaint
User Database
Title, comment, Details
Uname & i photo, area
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passwd
Validate oID, cID

Get
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userID
Title,
Validat
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comm Valida
ed
ent, ted
uname Validat uname,
Validated
photo unam
ia
ed cID
Validate
oID,
, area e,
d uname
compI
CompID
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Update
Check
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Check
File Complaint
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Complaint User
Complaint Status Status Details
oID, cID,
cname, oname,
comp st
cemail, oemail,
_ID at st
tcomp, ccomp, System Database
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System Database us rcomp, pcomp
Response Print
Step 2: Identify the input and output data elements

From the DFD the Most Abstract Input (MAI) and Most Abstract Output (MAO) are:
Most Abstract Inputs (MAI): uname, comp_id, title, comment, photo, area
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Most Abstract Output (MAO):
cID,oID,cname,oname,cemail,oemail,tcomp,ccomp,rcomp
,pcomp,comp_id,status
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Step 3: First Level Factoring
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Login cID, oID, cname, oname, cemail, oemail, tcomp,
uname ccomp,rcomp, pcomp Print Details
comp_id
Get Complaint
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Main
ID cID,
Title, comment, photo, area
Tit comp_id, status
oID,
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le, cnam
Response
Get Complaint e,
oID,cID co
onam
Details m co
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oI e,
co
m m D,
m cema
en p_ cI
p_ il,
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t, D oema
Get UserID ph st
co st il,
ot at
m at tcom
us
us p,
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p_
ccom
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p,rco
Check Update Status
File Complaint mp,Check Details
Complaint pcom
p

Step 4: Factoring of Input, Output and transform branches
a) Factoring the input module
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Get
Login Complaint ID
Co
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mp
am
_id
e
Check
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Check
un
passwd Co
am
e
i mp
un
_id
Get Get Password
Get Password
Username
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Get UserID Get Complaint

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Tiltle Details
use comment
rID Ph
or
oto
Title Comment
Check ,
are
t
oID Check
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cID
Get CitizenID Get OfficerID ph

oto
are
a
Get photo Get Area

b) Factoring the central transform
File Complaint
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Co
Title, comment, photo, area
m oI
p_i co D
d m
.c
p_i
d
Generate ComplaintID Assign Complaint
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co
m
an
i p_i
am oI
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d aname
e D
Get oID
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Get AreaID
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Check Complaint Update Status

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co
co mp
mp sta _id fla
_id tus , g
sta
tus
Get Status Set Status

Check Details
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userI cID, oID, cname, oname, cemail, oemail, tcomp,
D ccomp,rcomp, pcomp
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Get details
oID,
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cnam oID,
e, oname,
userI
cemai oemail,
D
l, i userI rcomp,
un
tcomp D pcomp
,
ccom
p
D
Get citizen details Get officer details

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6. Testing(White Box)
6.1 Pseudo code for filing a complaint
Procedure file
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1. Output ‘Title :’
2. Input title
3. Output ‘Photo :’
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4. Input photo
1
5. Output ‘Area :’
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6. Input area
7. Output ‘Comment :’
8. Input comment i
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9. If(user clicks on ‘submit’) 2
10. Search area name in database 3
11. If(area name equals area) 4
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12. Get area_id 5
13. Else Output ‘Invalid area’

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6
14. endif 7
15. Search oID from area_id in database 8
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16. If(area_id in database equals area_id) 9

or
17. If(no. of oIDs for area_id> 1) 10

18. Find oID with max(pcomp) 11
19. Else get oID 12
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20. Endif 13
21. Endif 14
22. Increment comp_id by 1 15
23. Update complaints database with comp_id and officer details
24. Endif 16
25. Output ‘Complaint has been filed successfully. Complaint ID is’

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26. Output comp_id
End file

6.2 Cyclomatic Complexity

Cyclomatic Complexity is a software metric that provides a qualitative measure of the logical
complexity of a program. When used in the context of the basis path testing method, the value
correspond for cyclomatic complexity defines the number of independent paths in a basis set of a
program and provides us with an upper bound for the number of tests that must be conducted to
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ensure that all statements have been executed at least once.
Cyclomatic complexity has a foundation in graph theory and is computed in one of the three
ways:
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1. The number of regions corresponds to the cyclomatic complexity.
2. Cyclomatic complexity, V(G), for a flow graph, G, is defined as
V (G) = E-N+2
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Where E is the number of flow graph edges, and N is the number of flow graph nodes.
3. Cyclomatic complexity, V(G), for a flow graph, G, is also defined as
V (G) = P+1
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Where P is the number of predicate nodes contained in the flow graph G.
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Referring to flow graph in section 6.2, the cyclomatic complexity can be computed using each of
D
the algorithms just noted:
1. The flow graph has five regions.

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2. V(G)= 20 edges – 17 nodes + 2 = 5

3. V(G)= 4 predicate nodes + 1 = 5
ia
Thus the cyclomatic complexity of our module is

V (G) = 5
t or
Tu

8.References
Books:
[1] R.S. Pressman, Software Engineering: A Practitioner’s approach, sixth edition, McGraw Hill, 2006
[2] P. Jalote, An Integrated Approach to Software Engineering, third edition, Narosa Publishing House, 2003
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[3] P. Jalote, A Concise Introduction to Software Engineering
Websites:
[1] https://www.tutorialsduniya.com
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Software Engineering Project Report

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Department of Computer Science

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The Project was jointly undertaken by AKASH DWIVEDI, MOSESBOU, SAURABH,

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Process Model ......................................................... .

1.1.3 General Constraints ...................... .

1.1.4 Assumptions and Dependencies .. .

1.3 Data Flow Diagram ........................... .

1.7 ACTIVITY ..……………………………………………………….…7

4. Risk Management ................................. .

5.1 STRUCTURED Design METHODOLOGY ......

6.2 CYCLOMETIC COMPLEXITY …………..................................12

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1. Software Requirement Specification

1.1 Overall Description

 Maintaining database of citizen, officer and the filed complaints.

complaint resolution respectively.

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1.1.2 User Characteristics

User: Government Officer

1. Officer can sign up with the website.

1.1.2 User Characteristics

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1.2 External Interface Requirements

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1.3.2 LEVEL-1 DFD

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1.4 Data Dictionary

Citizen Signup = Firstname + Lastname + Username + Password + Email + Mobile

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1.5 Entity Relationship Diagram (ERD)

CITIZENS BELONGS TO Mobile

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