Complaint management system (CMS)
Complaint Management System (CMS),
is a set of integrated tools, optimized to meet efficient handling of
complaints, and automate processes like registering new complaints, managing
existing complaints, automatic escalation of unresolved complaints, managing
complaint statuses, performing number of consumer inquiries, handling of
complaints by respective persons/departments and producing informative MIS. It
allows all team members to work in a collaborative manner.
CMS is an integrated system, well
documented, and based on Client / Server and Relational Database technology. Its
Disaster Recovery module ensures System Availability.
CMS is protected from unauthorized
system access by its User Management Module. Its Logging facility ensures
complete management control over its usage. This ensures that the system is used
to meet its purpose.
This modular systemis based on
well-defined framework consisting of five main modules named Public Interface,
Complaint Handling, MIS, User Management and Disaster Recovery.
Based on the framework, CMS supports
all authorized users to work in a collaborative manner throughout complaint
management cycle i.e. from initiating of complaint to closing of it. CMS
framework comprises of the following modules:
The purpose of Public Interface is to
provide easy and user friendly methods from lodging of complaints to closing of
complaints. The people can lodge complaints through Call Center and using
internet facility like email. The peoplecan also be informed of the status of
their complaints through SMS Alerts if their mobile number is available.
This module is used to register new complainers, lodge new complaints, make
inquiries for current and historical complaints and automatically forwards
complaints to the concerned person or department responsible for resolving the
If the system is not available due to some reason such as remote location, the
complaints can be recorded offline and then later uploaded in the system through
Different complainer queries can be performed such asinquiring and viewing
current and historical complaints, inquiringcomplainer-wise summary etc.
Comprehensive search functions are present for performing searches for current
complaints, complaints history.
The purpose of Complaint Handling is
to provide efficient handling of complaints. The system maintains complaints
through proper work flows so that management could directly know the status of
each complaint and take proper and timely actions according to the status of
complaints. by assigning proper status to the complaint.
A complaint can have Pending, Deferred, Re-open, Re-forward, Escalate and Close statuses.
The module can also be used by the person (or department) to whom complaint has been assigned. The person (or department)recordshis
responseat each stage of resolution directly in the system for the complaintsreceived by him. The complaints responded by the person
(or department) can be viewed by the management. The complaint details and the concerned personís (or departmentís) reply, reply date and
the name of person who responded are also given by the system.
Management Information System
The purpose of MIS is to provide accurate status about staff and official
performance who are assigned to manage public complaints. Purpose is also to ensure public satisfaction. This is achieved
through effective MIS reporting and online inquiries.
The system generates many reports e.g. Complaint registered as of Date, Status-wise Complaints, Analysis by Complaints
Status and Complaint Type Aging of Open Complaintsetc.
COMPLAINT REGISTERED AS OF DATE REPORT
The purpose of this report is to provide detailed
information about individual complaints including their statuses on a specific
date. The report can be prepared for any given period.o:p>/o:p>
STATUS WISE COMPLAINT REPORT
The purpose of this report is to have status-wise
complaints information for different complaint statuseson a specific date or for
a given period. The report can be generated for a department, action owner or
complaint type.The system also prepares summary giving analysis of the
complaints by status. The report also gives analysis of Reopened complaints by
COMPLAINT TYPE AGING AS OF DATE REPORT
The purpose of this report is to analyze aging of
complaints with respect to a particular date for open complaints.
The system also provides easy to use queries such
as Complaints Registered as of Date, Status-wise Complaintsand Operator-wise
Complaints. Most of these queries provide progressive details to the authorized
users. Some of these queries are
COMPLAINT REGISTERED AS OF DATE QUERY
The purpose of this inquiry is to view complaints
lodged and their statuses for different complainer types on a particular date or
for a given period.
STATUS WISE COMPLAINTS QUERY
The purpose of this inquiry is view complaints
statuses on a particular date or for a given period. All or particular statuses
can be selected for the query for example the complaint statuses with respect to
departments, towns and action owners.
OPERATOR WISE COMPLAINTS QUERY
Thepurpose of this inquiry is to view all
complaints received by a particular operator or all operators on a particular
date or for a given period. The summary can also be viewed with respect to
Complaint Type or Complaints handled by the Operator. Such queries help managing
CMS is protected from unauthorized system access
by its User Management Module.span style="mso-spacerun:yes
This module is used to compile parameters for defining
access privileges for users onall functions of CMS.The module allso applies polices for System Setup, CMSLog
Maintenance, and Password Management.
The User Auditing module makes it possible to log
& trace transactions, monitor usersí activities and handle exceptions that might
be generated by the system under certain circumstances.
Disaster Recovery (D/R)
The Disaster Recovery module ensures system
in case of situations like system crash, power failures etc. CMS provides both
Real Time and Batch D/R facility.
Top Reasons for Using CMS
Ensures Users/Complainer Satisfaction
Ensures Information Accuracy
Timely Reporting to Stake Holders
Ensures Data Security
Accurate Performance Monitoring
Managed by Management
Ensures Continuous Availability
Users of MSCL Complaint Management System
U Micro Finance Bank, Islamabad
Karachi Water & Sewerage Board, Karachi
Karachi Metropolitan Corporation, Karachi