Complaints Management
Complaint Management
Ver 1.2 Enterprise Information Management System (EIMS) Training Manual 872
Complaints Management
Complaints Management
Developed by: Tech Mahindra Ltd
Ver 1.2 Enterprise Information Management System (EIMS) Training Manual 873
Complaints Management
TABLE OF CONTENTS
1 MODULE DESCRIPTION:....................................................................................................................... 875
2 PROCESS DIAGRAM............................................................................................................................. 875
3 MODULE FEATURES ............................................................................................................................ 876
3.1 SECURITY FEATURE .................................................................................................................... 876
3.2 SEARCH ..................................................................................................................................... 876
3.3 HINDI/E NGLISH S UPPORT ............................................................................................................ 877
3.4 VIEW COMPLAINTS DETAILS. ........................................................................................................ 877
3.5 REPORTING FEATURES ................................................................................................................ 877
3.6 DEPENDENCY WITH OTHER MODULE: ............................................................................................ 877
4 ROLES AND PERMISSIONS ................................................................................................................... 877
5 HOW TO ACCESS COMPLAINTS MANAGEMENT MODULE....................................................................... 878
5.1 FROM EIMS HOME PAGE ............................................................................................................ 878
5.2 USING A DIRECT LINK ................................................................................................................... 879
5.3 ROLE BASED SCREEN ACCESS .................................................................................................... 879
5.3.1 Data Entry Screen (Role : Citizen / Public User) .................................................................................... 879
[Link] Screen: Register Complaints ................................................................................................................. 879
5.3.2 Monitoring Screens (Role : Citizen / Public User).................................................................................. 880
[Link] Check Status ............................................................................................................................................ 880
6 CASE STUDY........................................................................................................................................ 880
6.1 STEPS IN COMPLAINTS MANAGEMENT MODULE ............................................................................. 880
6.1.1 Register Complaints ................................................................................................................................. 880
6.1.2 Check Status ............................................................................................................................................. 881
Ver 1.2 Enterprise Information Management System (EIMS) Training Manual 874
Complaints Management
7 REFERENCES ....................................................................................................................................... 882
1 Module Description:
Complaints Management deals with maintaining details of complaints filed by any person anywhere
in the state against WRD employees of any class. It also facilitates viewing of statistics regarding
complaints.
Basic functionalities of complaints management module are:
Facilitates to lodge complaints
View complaints status.
Basic Definitions:
Investigation Officer: Authority to handle grievance on behalf of WRD
PGRC – Public Grievance Redress Cell is a part of state secretariat and acts as a gate for handling
Of all grievances cases in the state
2 Process Diagram
Complaints Management Process:
Ver 1.2 Enterprise Information Management System (EIMS) Training Manual 875
Complaints Management
Complaints Handling Mechanism
Action Taken on
Complaints
Citizen
Raise
Complaints
Update Grievance Status
PGRC
Keep Track of
WRD Grievance ?
Grievance
PS, WRD
Reconfirm Keep Track of Update Grievance Status
WRD Grievance ? Grievance
Which CE Related Keep Track of Update Grievance Status
EnC
Grievance ? Grievance
Reassignment or for
Assign to Field Proper Action/
Keep Track of Nature of Officer as per
CE
Grievance Grievance ? the
Nature Update Grievance Status
Field Officer
Study and Resolution
Resolve/FWD to
Identify Possible within
Higher Authority
Cause Powers
3 Module Features
The key features of the modules are listed below:
3.1 Security Feature
The module has access. It means no login information required to access this module.
3.2 Search
EIMS gives search facilities for retrieval of data. On the search screen the user is required to enter key
phrases to enable search. The various search screens available in Complaints Management module are
as follows:
Complaint Id: facility to search Complaint with Complaint ID.
Ver 1.2 Enterprise Information Management System (EIMS) Training Manual 876
Complaints Management
Date of Complaint: facility to search Complaint with date.
Upload/Download Files and other data
Here we can upload supporting document with respect to case. In .doc, pdf format.
3.3 Hindi/English Support
The module has provision to switch between Hindi and English. For data entry forms, the data entry is
possible in English only. The form fields can toggle between Hindi and English.
3.4 View Complaints Details.
This feature allows viewing complaints and their status as Pending or Resolved.
3.5 Reporting Features
The module provides following reports
• Complaint Status – This report displays a total of Complaint Registered to WRD with their
status.
Note to the user: The reports can be downloaded in pdf/excel format for taking print outs or
keeping office records.
3.6 Dependency with other Module:
• Grievance Management
4 Roles and Permissions
This module has role based access and permissions for the screens are listed below for reference:
Process / Access Provisioned Roles
Permissions
Citizen / Public User
Complaints Register
Complaints Status Search, View
Note to the user: Please note that based on the user privileges some screens may or may not be
visible
Ver 1.2 Enterprise Information Management System (EIMS) Training Manual 877
Complaints Management
5 How to Access Complaints Management Module
5.1 From EIMS Home Page
EIMS ds varxZr Complaints Management Module Access djus ds fy;s fuEu steps dk
vuqlj.k djsa&
Address box esa [Link] type djsa vkSj enter button press djsaA (In the
address bar type [Link] then press enter button to visit Water
Resource Department's Web Site).
Address
box
EIMS
Login
Complaints Management Module open djus ds fy;s home page esa EIMS Login option
click djsaA (To open Complaints management module Select EIMS login from home
page).
Complaints
Management
Ver 1.2 Enterprise Information Management System (EIMS) Training Manual 878
Complaints Management
On click ‘Complaints Management’ see below screen.
5.2 Using a direct link
Click on this link to access module [Link]
5.3 Role Based Screen Access
The roles in EIMS can be any of the following:
Citizen / Public User role – for register complaints.
The various screens as per role are listed in the sections below.
5.3.1 Data Entry Screen (Role : Citizen / Public User)
The module admin role has access to the following screens:
[Link] Screen: Register Complaints
Role Citizen / Public User
Access Permissions Create
Ver 1.2 Enterprise Information Management System (EIMS) Training Manual 879
Complaints Management
5.3.2 Monitoring Screens (Role : Citizen / Public User)
[Link] Check Status
Role Citizen / Public User
Access Permissions Search, View
6 Case Study
6.1 Steps in Complaints Management Module
The following are the steps in registration of complaint and its progress:
1) Register Complaints
2) Check Status.
6.1.1 Register Complaints
Primary Role: Citizen/ Public User
Operations:
1. Open Complaints Management module
2. Click on ‘Register Complaints’ button.
Ver 1.2 Enterprise Information Management System (EIMS) Training Manual 880
Complaints Management
On click ‘Save’ button see below screen.
6.1.2 Check Status
Primary Role: Citizen/ Public User
Operations:
1. Open Complaints Management module
2. Click on ‘Check Status’ button.
On click ‘Search’ button see below
Ver 1.2 Enterprise Information Management System (EIMS) Training Manual 881
Complaints Management
Note to the user: Complaints Management ds varZxr ntZ fd, x, Complaints dh process
dependency ‘Litigation Management’ module esa design dh xbZ gSA vFkkZr Complaints ls lacaf/kr
process ‘Litigation Management’ module ds varZxr gksrh gSA
7 References
S. No. Reference Documents
1 EIMS Task 1 – 4 Reports, TechM
2 MTR I – III, DHV
3 A Compilation of Technical Circulars for Irrigation Works in Madhya Pradesh, B.R.
Banga.
4 Department Structure, Proposal Documents provided by WRD
5 Discussions and Minutes of Meetings from various discussions and suggestions.
6 Feedback received from online Trac <[Link]
7 SRS and Design Documents of the module.
Ver 1.2 Enterprise Information Management System (EIMS) Training Manual 882
