Responsive Governance is a web-based application to improve the Functionalities of various Government departments. The process of centralizing different departments is a difficult task. To minimize the confusion and maximize the easiness we centralize the complaint sections of different departments. It makes it easier to give complaints to the various departments like water, gas, electricity, based on the consumer’s problem. If a consumer wants to give a complaint, they first register into the site using their Aadhar card number. It consists of users such as consumers, department heads and employees. When we send a complaint to a particular department, the same can viewed by that particular department head. He can view the complaint and allot a worker to maintain the complaint. Worker can view the complaints and update his status like time, date of maintaining etc. When he updates the status, the user can view the. And user can also get a confirmation mail during the time of complaint booking. Workers can also update the working details like is the work completed or pending or work in progress like that user can also view the updated details through the site.
Existing System Departments deal with different day-to-day activities that take place generally in any system. In the existing manual system huge expenditure and a lot of time is spent in communicating the information across different branches. So, there is a need for an integrated automated system, which has some centralized control over the entire process. The following drawbacks of the existing system emphasize the need for computerization of the Grievance Handling System: Difficulty in tracking and retrieving data from the abundant papers is quite difficult. Need for Computerization. Duplication of work avoided. Retrieval and access of data is easy.
Proposed System Full on-line data entry with online validations on field and referential checking, the goal of the system is to bring down the workload with the increased efficiency and to speed up the activities. The major activities of “Responsive Governance” are to receive various types of grievances from citizens, facilitate for speedy processing of Grievances received, Updating the status of Grievances as and when required, informing the citizen about the action taken by the respected department and Generation of Reports.
The Advantages of the proposed system are: The proposed system is completely automated system The consumers can easily add complaints and view status The email facility provides the customer interaction This also provides security for the customer information
USER CHARACTERISTICS There are mainly three kinds of users in this system: Consumer Super Admin Department Head Employee
Modularization Details Software “Responsive Governance” contains 7 main modules based on the services provided. That are,
Department Management Module Employee Management Module Consumer Management Module Complaint Management Module Update and View Complaint Status Feedback Module
The detail about each module mentioned above is as follows:
Department Management Module This module is used by the head of each department and the super admin. Here in this module the super admin registers a new department to the system and adds the details of the respective department heads. The department heads then can register the offices coming under their respective departments.
Employee Management Module This module is used by the head of each department. Here the respective department head can add, edit and/or view each employee’s details. He/she can also allot the registered complaints to various employees.
Consumer Management Module In this module a consumer makes his/her registration. The Aadhar Card number is a mandatory field for the registration. This will be used to identify each consumer. It connects the user to the various departments. Once a consumer is registered in the system, he/she will be able to use functions like registering a complaint, checking the complaint status, editing own information.
Complaint Management Module This module is for a valid user. The user can register all sorts of complaints through this module. The corresponding department will be able to access all complaints registered. The user receives an email confirmation when a complaint is registered.
Update and View Complaint Status Here in this module, the employee of respective department dealing with the complaint can update the status of the complaint. Also, the consumer can view the status of his/her complaint. A system generated confirmation mail will be sent to the consumer once their complaint is solved.
Feedback Module Once the complaint registered by the user is solved, he/she can send a feedback message to the respective department head stating the quality of service and suggestions for improvements. This message can only be viewed by the respective department head.