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Complaint Management System

This document outlines a proposed online complaint management system for local government. The system aims to make the complaint process easier to coordinate, monitor, and resolve complaints, while providing transparency. It describes the existing manual system and limitations. The proposed system would allow citizens to submit complaints, check statuses, and communicate with government online without visits. It presents the modules, including user registration, complaint submission and tracking, and an admin module to view, sort, and update complaints. Requirements include Windows 10, PHP, HTML, MySQL, and minimum hardware specifications.

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63 views8 pages

Complaint Management System

This document outlines a proposed online complaint management system for local government. The system aims to make the complaint process easier to coordinate, monitor, and resolve complaints, while providing transparency. It describes the existing manual system and limitations. The proposed system would allow citizens to submit complaints, check statuses, and communicate with government online without visits. It presents the modules, including user registration, complaint submission and tracking, and an admin module to view, sort, and update complaints. Requirements include Windows 10, PHP, HTML, MySQL, and minimum hardware specifications.

Uploaded by

ScOUt GaMing
Copyright
© © All Rights Reserved
We take content rights seriously. If you suspect this is your content, claim it here.
Available Formats
Download as PDF, TXT or read online on Scribd
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INDIRA COLLEGE OF COMMERCE

AND SCIENCE, PUNE.

Synopsis Of Project
Online Complaint Management System
For Local Government

Project By,
1.Anuja Bharat Kondhalkar(B-08)
2.Divya Sharad Kadam(B-19)

“Bachelor Of Business Administration In Computer Application”

2020-2021
INDEX
Sr.No Topic Page
No
1. Overview Of Project 1
2. Objective 1-2
3. 1)Existing System 2-3
2)Proposed System 3-4
4. Modules Of Project 4-5
5. Requirement -
a)Operating System

b)Software:
1)Technology Used
2)Database Used
3)Browser 6

c)Hardware:
1)Processor Name
2)Processor Speed
3)RAM
4)Hard Disk Capacity
6. Reference 6
1. Overview Of Project :-
1) An Online Complaint Management System For Local Government
provides an online way of solving the problems faced by the public by
saving time and eradicate corruption.
2) The Objective of the complaints Management system is to make
complaints easier to coordinate, monitor, track and resolve and to
provide Government with an effective tool to identify and target
problem areas, monitor complaints handling performance and make
improvements.
3) It is a management technique for accessing, analysing and responding
to public complaints.
4) It is used to record, resolve and respond to public complaints as well
as facilitate any other feedback.
5) The main purpose of this project is to help the public in knowing
their place details and getting their problems solved in online without
going to the officer regularly until the problem is solved.

2. Objectives :-
The objectives of the Online Complaint Management System For Local
Government is-
1) To make complaints easier to coordinate, monitor, track and
resolve.
2) Prompt and Specific retrieval of data.
3) To provide Government with an effective tool to identify and
target problem areas, monitor complaints handling performance.
4) Flexibility in the system according to the changing environment .
5) Controlling redundancy in storing the same data multiple times.
6) Accuracy, timeliness and comprehensiveness of the system output.

1
7) Stability and operability by people of average intelligence.
8) Enhancement in the completion of work within the constraints of
time.
9) To distribute related complaints among different departments.

3.1. Existing System :-


In the Existing System the citizens must go to the
government office for any kind of help or complaint.
Administrator(Main Officer) distribute all the arrived complaints among
different departments according to the complaint type. Employees / sub-
officers slove the problems/ complaints and note the complaint status
manually. Dispatch Officer check the books and reply the solved
complaints. Inquiry Officer gives the current status information of
complaints from the book to the citizens/ public. But this system does
not have much popularity and is not user friendly.

* Limitations Of Existing System :


1) No quick data searching facility for useful information-
Employees manually search data about complaints, which they
required to process or in the case of inquiry reply.
2) No proper management of information –
Data and useful application details are capped in physical file,
which itself are stored in data/ record room. Record has most of file of
different department.
3) Possibility of loss of complaint record –
All complaints are handled manually. So, there is possibility to loss
of complaints record because of transferring complaints record between
different physical levels and also inattention of employees / sub-officer.
2
4) Time consuming problem –
There is no proper management procedure for complaint inquiry
for people. Citizen who come for inquiry about his/ her application
processing, have to spend time for receive, respond because of manually
check of processing details.
5) Needs lots of paper work –
For single complaint, many documents are need to be created.
6) Data redundancy –
There are possible to one complaint checked by one or move
employee and same status reported by them. So there is possibility of
data redundancy.

3.2. Proposed System :-


An Online Complaint Management System For Local Government
is one of the most significant and resource intensive project in which
proposed system the citizen need not go to the government office for
getting his problem solved. He can get his problem solved by posting
his problem in this proposed system thus is to encourage and assist
public sector and he can suggest a possible solution to the problems
posted on the system. He can even get the information of the funds and
other details of his place in detail through this system. Our proposed
system provides solution to existing system by extending its facilities as
follows :
1) Registration is provided so that officer can solve the problems
easily.
2) Complete information regarding the place is displayed.
3) People can suggest a solution for solving the problems in a better
way.
4) People can comment on the government’s decisions.

3
● Advantages Of Proposed System Over The Existing System
:
1) People can easily know the currently processing status of their
complaints.
2) All the complaints arrived from people are distributed to the different
departments according to complaint category.
3) Administrators can see all complaints and individual department
complaints.
4) Data updating facilities will be provided inly to the department.
5) It’s time saving as well as more effective.
6) It bridges gap between public and government. Thus it is easier
method for efficient and effective interaction between public/ citizens
and government.
7) It provides security to data.
8) It categorizes complaints on the basis of their severity.

4. Modules Of Project :-
● There are mainly 2 modules in this project :
a) User Module :
▪ Sub Modules -
1) User Registration Module
2) User Log In Module
3) Change Password Module
4) Forgot Password Module
5) Complaint Registration Module
6) Complaint Status Module
7) Update User Profile Module
4
8) History Module
9) Help Module
10) User Logout Module

B) Admin Module :
▪ Sub Module -
1) Admin Log In Module
2) Change Password Module
3) Forgot Password Module
4) View Complaints Module
5) Sort Complaints Modules
6) Update Remark Module
7) Admin Log Out Module

C) OFFICER Module :
▪ Sub Module -
1) Admin Log In Module
2) Change Password Module
3) Forgot Password Module
4) View Complaints Module
5) Sort Complaints Modules
6) Update Remark Module
7) Admin Log Out Module

5
5. Requirements :-
a) Operating System :
Microsoft Windows 10 Pro

b) Software Requirements :
1) Technology Implemented – php , html
2) Database Used – MySQL
3) Browser – Chrome
4) Web Server - Wamp

c) Hardware Requirements :
1) Processor Name – Intel Core i3
2) Processor Speed – 3.4GHz – 4.2GHz
3) RAM – 4.00 GB
4) Hard Disk Capacity – 931.50GB

6. References :-
1)https://www.researchgate.net
2) https://www.slideshare.net/apevp
3) https://phpgurukul.com
4) https://www.irjet.net

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