1. Project Objectives
- Complaint Submission: Enable users to submit complaints through various channels.
- Complaint Tracking: Allow users to track the status of their complaints.
- Resolution Management: Facilitate the resolution of complaints by managing and assigning tasks.
- Notification System: Notify users and staff about complaint updates and resolutions.
- Reporting and Analytics: Provide insights into complaint trends, resolution times, and system performance.
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2. Functional Requirements
- Complaint Submission:
- Submission Form: Provide a form for users to submit complaints, including fields for details, attachments, and category selection.
- Multiple Channels: Allow complaint submission through various channels (e.g., web portal, mobile app, email).
- Anonymous Complaints: Option for users to submit complaints anonymously, if applicable.
- Complaint Tracking:
- Status Updates: Allow users to view the current status of their complaints (e.g., received, in progress, resolved).
- Tracking Interface: Provide an interface for users to track their complaints using a reference number or login credentials.
- History: Show the history of complaint interactions and updates.
Advertisement - Resolution Management:
- Assignment: Enable staff to assign complaints to appropriate departments or personnel.
- Task Management: Allow staff to manage tasks associated with complaint resolution (e.g., set deadlines, update status).
- Escalation: Implement a mechanism for escalating unresolved or critical complaints.
- Notification System:
- Email Notifications: Send email notifications to users and staff about complaint submissions, status changes, and resolutions.
- In-App Notifications: Provide real-time notifications within the application for updates and alerts.
- Customizable Alerts: Allow users to customize notification preferences.
- Reporting and Analytics:
- Complaint Statistics: Generate reports on the number and types of complaints received, resolved, and pending.
- Performance Metrics: Track metrics such as resolution times, staff performance, and user satisfaction.
- Trend Analysis: Analyze trends in complaints to identify common issues or areas for improvement.
3. Non-Functional Requirements
- Usability: User-friendly interface for complaint submission, tracking, and management.
- Performance: Efficient handling of complaint submissions, updates, and tracking.
- Scalability: Ability to accommodate increasing numbers of complaints and users.
- Security: Secure handling of user data and complaint information.
- Reliability: High system uptime and robustness to ensure consistent access and functionality.
4. Technology Stack
- Front-End: Technologies for user interface development (e.g., HTML, CSS, JavaScript, frameworks like React or Angular).
- Back-End: Server-side technologies (e.g., Node.js, Django, Flask).
- Database: Database management system (e.g., MySQL, PostgreSQL, MongoDB) for storing complaint data and user information.
- Notification Services: Integration with email and push notification services (e.g., SendGrid, Firebase Cloud Messaging).
- Deployment: Hosting and deployment platforms (e.g., AWS, Heroku, Azure).
5. System Design
- Architecture: Overview of system architecture (e.g., client-server model, microservices).
- Data Model: Design of the database schema, including tables for complaints, users, staff, and status updates.
- User Interface Design: Wireframes or mockups for different user interfaces (e.g., web portal, mobile app).
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6. Implementation Plan
- Development Phases: Breakdown of phases (e.g., requirement analysis, design, development, testing, deployment).
- Timeline: Project milestones and deadlines.
7. Testing and Validation
- Test Cases: Define test cases for functionalities such as complaint submission, tracking, and resolution.
- Bug Tracking: System for tracking and managing bugs and issues.
- User Testing: Collect feedback from end-users (e.g., complainants, staff) to refine the system and improve user experience.
8. Documentation
- User Manual: Instructions for end-users on how to submit, track, and manage complaints.
- Technical Documentation: Detailed documentation on system architecture, design decisions, and codebase.
9. Future Enhancements
- Feature Expansion: Potential future features (e.g., integration with external CRM systems, AI-driven complaint analysis).
- Additional Modules: Possible additional modules like automated responses, multi-language support, or customer feedback surveys.
10. Limitations
- Scope Limitations: Define what the project will not cover (e.g., integration with third-party tools, advanced AI features).
11. Budget and Resources
- Budget: Estimated costs for development tools, hosting, and other resources.
- Resources: Required hardware and software resources for development and deployment.