Professional Documents
Culture Documents
Introduction
The proposed Complaint Management System will be
capable of taking care the following activities
• Inform the authorized person on receipt of
complaint/application
• Alert the concerned higher authority in case of
escalation
• The complainant can enquire about the status of the
application at any time through a SMS
Objectives
• Develop a complaint management system which will
help
in managing complaints or applications received from
the customers
• Facility at centralized location to review the status or
update the status
• A citizen can fill complaints either via SMS or WEB via
email
Features for Citizens
• Citizens can send complaint from his mobile phone or
web
• Citizens gets alert on status update
• Citizen can query directly from mobile phone or web to
know the status
Features for senior officials
• Senior officials will get escalation alerts if the
complaints are not answered properly in defined
intervals.
• Senior officials can query status at any time.
• Summary reports to analyze response time
Features for Staff
• Get alerts whenever new complaint is assigned.
• Can get reminders
• Can reallocate a complaint to other in case of
problems
System Requirement
In case all the locations are connected via internet the
system requirement will be as follows:
status to be tracked
• To track the status of shipments which should go
through various process according to the rules of
customs and excise department
• In the passport office to track the status of application
for the passport
Applicable Areas