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.

 

Scope

  • 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

 

Solution Benefits

  • 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