Scope of Complaint Management System Final Year Project

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.

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.
• 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).

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.