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Table of Contents
1 Introduction 1.1 Purpose 1.2 Scope 1.3 Overview 2 Overall Descriptions 2.1 Grievance Perspective 2.2 Grievance Features 2.2.1Customers Features 2.2.2 Administration Features 3 Grievance Functions 3.1 Operating Environment 3.2 Search Grievance 3.3 Grievance Search Status 3.4 My Grievance 4 User characteristics 5 Constraints 6 Assumptions and dependencies 7 System Features 8 Specific Requirements 8.1 Functionality 8.1.1 Logon Capabilities 8.1.2 Alerts 8.2 Usability 5 5-6 6 6 6-7 5 3 3 3-4 4 4 4 4

8.3 Reliability 8.3.1 Availability 8.3.2 Mean Time between Failures (MTBF) 8.3.3 Mean Time to Repair (MTTR) 8.3.4 Accuracy 8.3.5 Maximum Bugs or Defect Rate 8.3.6 Access Reliability

Grievance cell

1 Introduction
Here in this website, every registered user can gain access to features of the website wherein he or she can file new complaints, search his or her complaints, check the status of the complaint. The complaints should be related to the services provided by the website. Once a user puts up a new grievance, the responsible authority will take up specific action and the action this time, will be swift. The purpose of this Cell therefore is to check the quality of the service provided by the company. This Cell focuses on the perfect functioning of all the services provided. This will be done through constant feedback of the users, their complaints and timely assistance to all their problems. 1.1 Purpose Customers' satisfaction is always the core requirement of a company to be prosperous. Hence, the purpose of this Grievance Cell is to ensure users that they will never be compromised with the quality of services they have availed through the website and if there is any complaint, it is solved timely. A registered user can put up new grievance and check his or her grievances' status through this cell.

1.2 Scope The Software Requirements Specification captures all the requirements in a single document. The Grievance Cell System that is to be developed provides the members with their Grievance code information. The Grievance Cell System is supposed to have the following features. Main Page Logon User will fill the Grievance page after the Successful completion he/she will get a grievance code.

Customer Area A logon user can check out their Grievance status. He/she can view their Grievance status.

Administration Panel The Admin is highly configurable. The administration panel consists of a set of web pages where you can:  Edit /View Grievance Information.  Check the Grievance status.

4  Admin can add their Comments regarding any grievance. The features that are described in this document are used in the future phases of the software development cycle. The features described here meet the needs of all the users. The success criteria for the system are based in the level up to which the features described in this document are implemented in the system. 1.3 Overview The SRS will provide a detailed description of the Grievance Cell System. This document will provide the outline of the requirements, overview of the characteristics and constraints of the system.

2. Overall Description
2.1 Grievance Perspective The Grievance Cell System is a package used by agencies, companies or enterprises in order to enhance the efficiency of their businesses. This a medium through which a company can ensure maximum satisfaction to their customers. Through this system as mentioned earlier, users will be able to file complaints, check the status of action taken on their complaints, etc. 2.2 Grievance Features

2.2.1 Customers Features

       Build your profile Log on Fill the Grievance Page Upload a file up. Get the Grievance Code Check the Grievance Status. Get Alerts.

2.2.2 Administration Features

       Multiple administration accounts Live statistics Log on View Search Grievance Different aspects of searching. Searching on the basis of different period. Add Comments options.

3. Grievance Functions
The functions of the system include the system providing different type of services based on the type of users [Member/Admin].     The member is given a provision to check his Grievance code. The admin can get the information about the members who have registered. The admin can get the search information the Grievance cell The admin is provided with interfaces to view the status.

3.1 Operating Environment There should be proper commitment of Hardware and communication gears should be equally coupe with each other, it may help to prevent many inconveniences during the Browsing. Those requirements have been Explained later headings. (Please refer to Performance Requirements on Heading 5.1). y Web Browsers [Java Script enabled]  Google Chrome  Internet explorer  Mozilla Firefox Operating Systems and Versions.  All the Windows OS versions.

4. User characteristics
The users of the system are Customers and the admin who maintain the system. The members are assumed to have basic knowledge of the computers and Internet browsing. The admin of the system to have more knowledge of the internals of the system and is able to rectify the small problems that may arise due to disk crashes, power failures and other catastrophes to maintain the system. The proper user interface, user s manual, online help and the guide to install and maintain the system must be sufficient to educate the users on how to use the system without any problems.

5. Constraints
 The information of all the users must be stored in a database that is accessible by the Grievance Cell System.  The Grievance Cell System is connected to the computer and is running all 24 hours a day.  The users access the Grievance Cell System from any computer that has Internet browsing capabilities and an Internet connection.  The billing system is connected to the Grievance Cell System and the database used by the billing system must be compatible with the interface of the Online Library System.

6  The users must have their correct usernames and passwords to enter into the Grievance Cell System.

6. Assumptions and dependencies

 The users have sufficient knowledge of computers.  The Computer should have Internet connection and Internet server capabilities.  The website would be bilingual English/Arabic.

7. System Features
Modules of project: The project can be divided in to two main modules. Customers       Register for a Grievance. Build your profile. Get Alerts. Get Grievance Code Check your status by filling the Grievance code. Upload a file

Administration         Multiple administration accounts Live statistics. View Search Grievance. Different view of Grievance Search Add Comments options View Grievance information. Add Comments options. Searching on the basis of different period.

This section describes in detail all the functional requirements. 8.1 Functionality

8.1.1 Logon Capabilities

The system shall provide the users with logon capabilities.

8.1.2 Alerts
The system can alert the in case of any problems.

8.2 Usability  The system shall allow the users to access the system from the Internet using HTML or its derivative technologies. The system uses a web browser as an interface.  Since all users are familiar with the general usage of browsers, no specific training is required.  The system is user friendly and self-explanatory. 8.3 Reliability The system has to be very reliable due to the importance of data and the damages incorrect or incomplete data can do.

8.3.1 Availability
The system is available 100% for the user and is used 24 hrs a day and 365 days a year. The system shall be operational 24 hours a day and 7 days a week.

8.3.2 Accuracy
The accuracy of the system is limited by the accuracy of the speed at which the employees use the system.

8.3.3 Maximum Bugs or Defect Rate

Not specified.

8.3.4 Access Reliability

The system shall provide 100% access reliability.