Group 7Customer Inquiry Management

System For NWSDB

Content

IntroductionBackground & Statement of the Problem

Project Overview Research Methodology &

Design

Aim & Object

Project Plan References

Data Collecting Method

Introduction

The National Water Supply & Drainage Board (NWSDB), which presently functions under the Ministry of Water Supply & Drainage

National Water Supply and Drainage Board in Thelawala mainly focused for,

• Investigation,

• Planning,

• Design and construction supervision of water supply

• Sewerage projects with local funds and donor assistance

They needed a system to capture customer complaints an accurately and efficiently.

As a result of that our group decided to develop the system called CUSTOMER INQUIRY MANAGEMENT

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Background & Statement of the problem

Application Proposal in brief

Functional Requirement

Non Functional Requirement

Technical Requirement

Background & Statement of the problem

The main reason for developing this system is they were finding a method to keep direct connection between them and the consumer and following are the other problems regarding the current system.Earlier if the consumer wants to put a complaint regarding their water problems they should come to the office and have to inform to the relevant officer. Due to the busy lives, they don’t have time for that.

If there are public problems like water leakage in the road or damage happen to a water pipe in the road no one is responsible to complaint it.

There is no way to get a feedback to the consumer whether their complaint is functioning or not.

There is no way to give an update for the administrators or higher levels regarding the operations happens in day to day.

Application Proposal In BriefThis system is a web based system facilitate to capture complaints/requests of the customers informed to the call center over the phone and the complaint is forwarded by the system to the relevant officers utilizing cost effective communication methods (SMS and Emails).

This System will focus to:

Reduce the errorsReduce the time consumptionImprove the user interaction

Functional Requirement

According to our new system there are some functional requirements identified according to client’s requirements which will assist to achieve the main task straight as follows:

The system should be able to facilitate the Organization operators to capture the complaints/requests.

The system should be able to facilitate to view the details of the complaints (basic details progress, actions taken etc.)

The system should be able to facilitate to generate various reports on complaint handling.

The system should be able to facilitate the users to update the status of the complaint.

The system should be able to allow the administrators to initiate escalation process (where the pending complaints exceeding given period are escalated to the next level).

The system should be able to allow the users to record action against the complaint, while processing them.

The system should be able to display a graphical view of the performance at OIC Level

Cont…..

Cont………..The system should be able to display reports on age of pending complaints

The system should be able to allow the administrators to maintain the master data used in the system and to handle user management functions

The system should be able to facilitate the administrators to create a backup copy of the master data tables of the underlying database.

The system should be able to enable the administrators to clear the unwanted historical data in the system (for optimizing the performance).

The system should be able to show the place where the damage occurred by using the google Map.

Non Functional Requirement

The system should be able to allow only the system admin and the relevant officers to enter the system.

The system should be able to allow only the top management to view the executive summary.

User friendly interface to interact with the system easily. Efficiency

Technical RequirementFollowings are the required technical necessities to use this proposed system

Application will be developed using ASP.NET

The database Requirement are Implemented by using SQL 2008

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Aim

To facilitate the system to capture the customer’s complaints with update the status of the complaint and to direct to complete the constructions as soon as possible.

Objective Gather the appropriate/ relevant data with the usage of

quantitative and Qualitative data gathering methods. (Interviews, Questioners, Document Reviewing and etc…)

Examine how the system should work with proper planning and designing

Develop user friendly interfaces for each module.

Develop good relationship between each and every function.

Test the interfaces for functionality.

Evaluate the user requirements with the final development of the system.

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Project OverviewThe proposed application is basically a database application. All the customer details, staff details and relevant details stored in the data base.

The basic function is when the customer wants to put a complaint they should complaint it through the call center.

Then the call center inform it to the relevant officers (administrators/staff) through the proposed system they will informed it to the field officers to take the necessary actions. 

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Research Methodology & Design

In developing the system three main phases are need to be completed

Phase 1:Planning, collecting data and data analyzing

In this phase the group members decided what are the applications going to be included and identified the best suitable ways to collect data. After that analyze that data and going to the next stage. Finishing the develop system in time also decided in this planning phase.

Phase 2: This phase will be done focusing on both qualitative and quantitative data gathering methods. Going through all the gathered information most needed data for the developing system were filtered after analyzing them thoroughly in this phase. At the end of this phase the group can get a clear idea of the end system and start developing the system.:

Phase 3:

Testing and implementing further amendments, finalizing the developed system and presenting the system to clients will be done in this final phase.

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Data Collecting Method

QuestionnairesInterviews Observation

Document Review

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Project Plan

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References

http://www.waterboard.lk/Scripts/ASP/about_us.asphttps://www.google.lk/?gws_rd=cr&ei=wnNfU4WpCYu8uAS5o4KoDg#q=project+proposal+examples+pdf

http://www.waterboard.lk/rscwcweb/Projects.aspxhttp://www2.docm.mmu.ac.uk/STAFF/M.Amos/Docs/projectproposal.pdf

https://www.google.lk/search?q=waterboadr+projects&ie=utf-8&oe=utf-8&rls=org.mozilla:en-US:official&client=firefox-a&channel=fflb&gws_rd=cr&ei=EXRfU7SQMMasiAfo5YCICQ

http://www.waterboard.lk/scripts/ASP/LSWSP_Projects.asp

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