Complaint management is a common process in government organisations with direct public relations and should be handled proactively with timely closure and transparency.
The System provides time bound acceptance of a complaint, issuing an acknowledgement, assigning unique complaints Token number, and subsequent tracking of complaint actions and resolution. The System enables pro-active auto escalation of pending complaints for either action or information etc. Different reports are available for tracking, actions taken and pendency on complaints.
Complaints can be registered from different Offices and are available to the concerned authorized staff for further action and monitoring.
Complaint Management System
Complaints can be entered in the central database from different offices, site links, and e-kiosks. The complaints are then allocated to the concerned offices and subsequently to the field officer/Employee for action.
Complaint status is updated as and when required and available all across the system for further reference.
Complaints will be marked New, Forward, Assigned, Resolved, Closed, and Confirmed.
Documents, files, video files, images can be uploaded with the complaint details by using the document management server.
Complaint module has functionality for entering the complaints by any office. It can be made available to the external parties like individual citizens, NGOs and other stakeholders through web browser based application.
Process:
• Complaint entry: Complaint entry document is entered by the staff of any office who received the complaint and all the details are put in the entry regarding complaint, complainant, industry details, subject matter, complaint description, Complaint category, Complaint classification etc.
All the details are entered in the central complaint registry and a running serial number is allocated to each complaints. Duplicate complaints can also be grouped together for combined action report.
• Allocation entry: These complaints are allocated to the concerned office and unique serial number is generated with prefix of office code from the complaint Browser. Moreover, Field officer/employee processes the complaints for further action.
• Status updating: Field officer/employee continues to update the complaints until it is resolved and confirmed by the complainant. Field officer can attach soft copy of the action taken reports and these documents can be retrieved any time for reference.
• Attachments: Complainant/User can attach the documents to support the complaint or responsible officers or field staff can attach the action taken reports or status files or videos to support the closure of complaint.
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Benefits:
• Web browser based application. No need to install or deploy any application or setup.
• Solution for Effective & Efficient Management of Documents
• Citizen/public Empowerment at All Levels.
• Total elimination of All Duplication of Efforts
• Tool for Improving Organizational Efficiency and fast action on complaints.
• Transparent Access to Information to Citizens/public.
• Recording the flow of complaints in the organization
• Pendency Monitoring at all levels
• MIS Reports…churning information out of data
• Powerful search facility: Track/Search for any letter or file in the organization
• Provide a tool for time bound service delivery in critical areas like grievances handling
• It has empowered the Administration to monitor the status of the complaints and has also empowered the citizen by building in the transparency.
• It has assisted in evolving a mechanism for laying down pragmatic citizens’ charter by incorporating feedbacks from two vital stakeholders.
• This will build a database, which can further be used in taking policy decision by doing qualitative analysis of the data generated.
• Well Defined Complaints Handling mechanism
• Automated Systems
• Assurance of Time Bound Delivery
• Status Monitoring at all times
• Updating the Citizen for Current Status
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