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Grievance Management System
Winfoware provides an end to end Unified grievance management system wherein Grievance can be logged into a single repository with the help of various means viz. Web, Phone(IVRS) & SMS along with Vehicle Tracking System (VTS) to track the vehicles involved in services & maintenance.
Winfoware’s application is a multichannel, multilingual Unified Grievance Management System, which in turn helps speedy resolution of citizen complaints, timely update and enquiry of the Complaint status and showcases Various MIS reports/metrics which helps in decision making.
- Web Based Grievance Management System
Grievances can be lodged filling a simple form online, after which the complainant is acknowledged by a unique docket number.
- IVRS based Helpline
A four port Interactive Voice Response based automated helpline is implemented to handle grievances registered through the telephone. The four port system means 4 calls can be handled simultaneously at any point of time.
- SMS Based Grievance management system
Here the complainant can register a complaint by sending an SMS in a predefined format to the Nos.issued by the Organization. On registration they get an acknowledgement via the same media. Even the status of compliant can be retrieved by sending an SMS.
- Mobile Inspection Management system
The Senior Officers / Authorities make frequent inspection trips to all the areas/Departments to check on performance and upkeep. This solution enables authorities / officers to note recordings of observations on a mobile interface during inspection rounds. It enables the task of distributing the observations to concerned subordinates for quick and speedy response.
- GPS Based Vehicle Tracking System
- Speedy resolution of citizen complaints
- Continuous performance monitoring
- Anytime( 24 x 7) Anywhere registration
- Increased Responsiveness
- Status Enquiry
- Automated Operations
- Various Reports for quick analyzing and grievance status check
- Objective Metrics Data Collection, Authentic Records and Decision Making