Web Based Complaint Management System

For Internal railway users, use the following link.www.raildost.gov.in/criscm/intranet_user.seam

Press on “web based complaint management” menu.

Enter user id and password.

Press login button.

In the left side of the above screen, following items are displayed.

1. Assigned To Me--- It contains the list of all complaints assigned to the logged in user (SNR_DCM_DEL).

2. Assigned To Other---List of all complaints assigned by the logged in user (SNR_DCM_DEL) to his/her junior for redressal.

3. Forwarded Complaints---List of all complaints forwarded to other departments for action.

4. Closed Complaints---List of all complaints marked as closed after taking the action.

5. Detailed Reports--- This is an interface for the report generation based on certain input.

6. Ageing Reports--- This is an interface to give the report of all pending complaints based on age of complaints(how old these complaints are from the date of registration).

7. Variance Reports---This used to get the comparative report of the complaints for a month with respect to same month of one year back.

8. Train Details--- Help interface to get the train originating station name, Division and Zone for a given train number.

9. Station Details—Help interface to get the Division and Zone information for a given station.

1. Assigned To Me

Bring the mouse on “Assign To Me” and press the left button of mouse.

This is showing all the complaints assigned to the logged in user (SNR_DCM_DEL) for its action.

User has to choose a complaint by moving the mouse over it and pressing the View button under the ACTION heading.

Following page will be opened.

There are four actions that can be taken against this complaint.

1. Forward---To forward to other department.2. Close--- Problem has been resolve, now complaint is being marked as closed by

putting relevant remark3. Assign--- Complaint is being assign to Junior for redressal.4. Complete---Problem has been completed by the Railway officer, it is being marked to higher authority for policy decision as well closure.

Assign Operation.

Select the Assign,

Enter the Station Name.Select the department and designation.Press Search User Button.It will show user list.

Select the User and Put the remarks in Details test box and press submit Task.

It will be get assigned to the subordinate officer and it will be removed from the “Assign To Me” list of logged in user (SNR_DCM_DEL) .

It is now visible to assign to other list.

Second operation that user can perform is Forward Operation.User will select the forward.

It will ask to select the user to whom this complaint will be forwarded based on Zone, Division, Station, Department and Designation.

When user will press Search User button, it will show the user list to which it may be forwarded. User will select as user and press “SUBMIT TASK” button, it will be forwarded to selected user and will be removed from the “Assign To Me” list.

When user will press “Forwarded Complaints”, it will be visible in this list.

Third action is Complete Operation.

It will ask to select the relevant higher official to whom it should be marked to closure and policy decision based on ZONE, DIVISION, STATION, Department and Designation. Press “SEARCH USER” button.

Select the user from the user list displayed and put the remark in Details field and presses the “SUBMIT TASK” button. This will be marked to higher authority for closure and policy decision.

Fourth action is “CLOSE” Operation.

After selecting “Close” Operation. Put the required remark for closure in Details text box and press the “SUBMIT TASK” button.

Complaint gets closed. It is removed from “Assigned To Me” list and visible in “Closed Complaints” list.

Apart from this, user can also generated the report and get the help about the Station and Train as shown following.

This provides the interface for report generation. There are three types of report.

1. Detailed Reports2. Ageing Reports3. Variance Reports

This is the HELP interface for the Station and Train. This gives the Zone, Division detail of the Station and the Train.

Report Interface

Report Interface has following reports.

1. Detailed Reports2. Ageing Reports3. Variance Reports

Detailed Reports

User will bring the mouse over the Detailed Report and press the left button of mouse; it will open the following page.

This report is being generated based on following criteria. Report Type---Whether it is yearly report or monthly report or Date wise (Date Range) report.

Location Type---- It is being generated for Railway Board level or Zone level or division level. It is privilege controlled. A Railway Board level user can be able to generate Railway Board level, Zone Level and division level.

A zone level user will be able to generate the report for Zone level, division level but not for railway board level. A division level user will be able to generate the report of division level only.

Department---Department for which report can be generated. It is also privilege controlled. A user defined for a particular department will be able to generate the report of that department only. If a user has been defined for all department then he can be able to generate the report for multiple departments.

Complaint Type: - Complaint type for which report has to generate. Default if none has been selected then it going to generate for all complaints type which are being looked by that user.

As SNR_DCM_DEL user is defined at Division level so he will generate the report for Division level only.

Suppose user select the following as report generation criteria and press the “Generate Report” Button.

After that it will generate the summary report as following.

There is option for drill down on the following fields.

There is option for drill down on the following fields shown below..

On bring mouse over these fields and pressing the left button of mouse, it will generate the detail report as following.

Drill down has been provided on this for detailed report.

Ageing Reports

User will bring the mouse over the Ageing Report and press the left button of mouse; it will open the following page

This being generated based on the following criteria.

“From Date” and “To Date”---This is the date range for which ageing report will be generated. If it is not selected then it is going to treat current date as “To Date” and going to being all unsolved complaint status based on its age (day after the complaint registration).

Zone, Division: - The zone and Division for which ageing report will be generated. It is again privilege controlled. A Railway Board level user can

generate the report for each zone and Division based on his selection of all over Indian railway defined in Complaint Management System.

Zone level user will be able to generate the aging report of his zone or division belonging to his zone. Division level user will be able to generate the report for his division

only.

As the current logged user is of division level so he can only generated the report of his division only (NR Zone, Delhi Division).

Location Type: - It is basically used to generate the report based on Complaint Type wise or Department wise for the ageing Report.

Suppose user select for complaint type wise and date is not selected (So it will take default value) as following.

User press the generate report. Following report is generated.

There is further drill down option at complaint type.

Suppose user bring the mouse at “ Improper behavior of commercial staff f ” and press left button of mouse. It shows following drill down result.

It is basically showing the further break up of “ Improper behavior of commercial staff f ” based on its sub complaint type.

Suppose user select for Department wise and date is not selected (So it will take default value) as following.User press the generate report. Following report is generated.

There is further drill down option at complaint type.Suppose user bring the mouse at “COMMERCIAL” and press left button of mouse. It shows following drill down result.

It is showing further break down of selected department based on complaint and Sub Complaint type.

Variance ReportThis basically provides the comparative report between two consecutive years based on the date range selected.

Suppose user select the complaint type wise,Year as 2010From month as June TO month as July

And press the “Generate Report”, Report is being generated as following.

Help for Station and Train

If user wants to know the Zone and division of a Train, He will select Train Details and press the left button of mouse.

Help Option for Station and Train.

A User has to enter the Train number and press the “SEARCH” button to get the Division and Zone based on the Train Starting Station as following.

If user wants to know the Zone and division of a Station, He will select Station Details and press the left button of mouse.

User has to enter the Station Name or Station Code to get the Zone and Division of a station.