REGISTRATION & MONITORING OF COMPLAINTS THROUGH SMS AND WEB MAPS
A mobile and software based SMS logging service which includes maps to pin point the location of complaints and monitor compliant resolution
In Water and Sanitation Agency Multan (WASA-M) most of the complaints are conveyed by the consumers through telephone on complaint line of WASA. This wastes time as there is only one line and that remains busy receiving complaints which frustrate other complainants who are calling at the same time. The complaints are lodged in a log book and it is left to the operators to inform the concerned staff of the areas to address the complaints. The senior management of WASA remains ignorant about the actual position of the complaints i.e how many received, how many lodged in the register and how many addressed in how much time.
A mechanism in which consumers send complaint SMS rather calling on land line. Software through which each received SMS on assigned numbers (may be short code) are shown on a WASA maps pinpointing complaints location, status and final remarks. The system cost less and will allow complainant (and management of WASA) to watch progress/action on the complaint.
The proposed system will be economical, save time, will establish a better system to monitor the performance of staff and will help in re-gaining the trust of consumers.