Complaint management system (CMS)

Introduction

Complaint Management System (CMS), is a set of integrated tools, optimized to meet efficient handling of complaints, which include automate processes like registering new complaints, managing existing complaints, automatic escalation of unresolved complaints, managing complaint statuses, performing  inquiries, handling of complaints by respective persons/departments, performance monitoring  and producing informative MIS.  

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 is an integrated system based on Client / Server and Relational Database technology with comprehensive documentation.

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. Its Disaster Recovery module ensures continuous System Availability.

Complaint Management System (CMS) Modules

Public Interface

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 people can also be informed of the status of their complaints through SMS alerts.   This module is used to register new complainers, make inquiries for current and historical complaints and automatically forwards complaints to the concerned person or department responsible for resolving the complaint.

Complaint Handling

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.  One of key function of this module is complaint Escalation. In case of repeat complaints or overdue complaints, the system will automatically escalate the complaints to the right level of hierarchy in the organization.

This module manages complaints at each stage of their resolution by assigning proper status to the complaint. A complaint can have Pending, Deferred, Re-open, Re-forward, Escalate and Close statuses. Using this module Complaint Action Owner (CAO) can record responses at each stage of resolution directly in the system. These responses can be reviewed by the management. The complaint details and CAO’s response, with date and time are also recorded.

Management Information System (MIS)

MIS enhances management control on complaint Management. This is achieved thru accurate status reporting about staff and official performance. Purpose is also to ensure public satisfaction. This is achieved through effective MIS reporting and online inquiries. MIS module has capability to analyze and present results in graphic.

User Management

CMS is protected from unauthorized system access by its User Management Module.  This module is used to compile parameters for defining access privileges for users on all functions of CMS. The module also applies polices for System Setup, CMS Log Maintenance, Disaster/Recovery and Password Management.

Disaster Recovery (D/R)

The Disaster Recovery module ensures system availability 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 Stakeholders

·         Ensures Data Security

·         Accurate Performance Monitoring

·         Managed by Management

·         Ensures Continuous Availability

·         Developers’ Commitment