A Issue/Complain Management System for ISMT College to efficiently handle and resolve student, faculty, and staff complaints and collect feedbacks from students in a more effective manner. This system will streamline the process of lodging, tracking, and resolving complaints, ensuring timely responses and improving overall satisfaction within the institution.
{
"appInfo": {
"name": "Kiko",
"language": "C#, HTML, CSS, JS",
"version": "1.0.0",
"description": "ISMT SpeakUp is a comprehensive Complaint, Issue, and Feedback Management System designed specifically for ISMT College. The platform facilitates seamless communication between students, faculty, and administration by allowing users to report, track, and resolve various issues effectively.",
"features": [
"User-friendly interface for submitting complaints, issues, and feedback",
"Categorized issue tracking and management",
"Real-time notifications and updates",
"Anonymous reporting option",
"Detailed analytics and reporting tools",
"Role-based access control"
],
"targetAudience": "Students, Faculty, and Administrative Staff of ISMT College"
},
"developedBy": [
"Reyon Rai",
"Sushan Bajracharya",
"Prabin Panta",
"Binod Bhusal"
]
}-
Automated Complaint Categorization:
- What It Does: Uses natural language processing (NLP) algorithms to analyze the text of complaints and automatically classify them into predefined categories (e.g., academic issues, facility concerns, administrative matters).
- Benefit: Reduces the manual effort needed for categorizing complaints and ensures consistent categorization, speeding up the process and minimizing human error.
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Priority Assignment:
- What It Does: Assigns a priority level (e.g., high, medium, low) to each complaint based on its content and severity. For instance, safety issues might be marked as high priority.
- Benefit: Ensures that urgent and critical complaints are addressed promptly, improving the efficiency of the resolution process.
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Tracking and Updates:
- What It Does: Provides a mechanism for tracking the status of complaints in real-time. Users can view updates and progress through a dashboard.
- Benefit: Enhances transparency by allowing users to see where their complaint stands in the resolution process and receive timely updates.
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Response Recommendations:
- What It Does: Analyzes historical data of similar complaints to suggest potential responses or solutions to administrators.
- Benefit: Helps administrators respond more effectively by providing insights and solutions that have worked in the past, improving response times and outcomes.
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Feedback Loop:
- What It Does: Allows users to rate and provide feedback on the resolution process after a complaint is resolved.
- Benefit: Provides valuable insights into user satisfaction and areas where the resolution process can be improved.
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Analytics and Reporting:
- What It Does: Generates detailed reports and visualizations on various metrics, such as complaint trends, response times, and resolution rates.
- Benefit: Helps administrators and institutional decision-makers understand patterns and identify areas for improvement.
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Anonymous Reporting:
- What It Does: Allows users to submit complaints without revealing their identity.
- Benefit: Encourages more honest and open feedback, especially for sensitive issues, and helps ensure that all complaints are heard and addressed.
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Integration with Communication Channels:
- What It Does: Connects with email, SMS, and institutional portals to facilitate complaint submission and updates.
- Benefit: Provides multiple channels for users to report issues and receive updates, making the system more accessible and user-friendly.
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Popup Notifications:
- What It Does: Sends real-time notifications in the form of pop-ups to users about the status of their complaints.
- Benefit: Keeps users informed and engaged by providing immediate updates, enhancing the overall user experience.
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Enhance Communication and Transparency:
- What It Involves: Creating a clear, efficient channel for lodging and tracking complaints and feedback, with real-time updates to maintain transparency.
- Benefit: Builds trust and ensures that all parties are aware of the status and resolution of complaints, leading to higher satisfaction.
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Improve Response Times:
- What It Involves: Implementing automated prioritization and response recommendations to address issues more quickly.
- Benefit: Ensures that critical issues are resolved faster and that administrators have the tools needed to handle complaints efficiently.
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Increase User Engagement and Satisfaction:
- What It Involves: Collecting ratings and feedback on the resolution process and allowing anonymous submissions.
- Benefit: Encourages more honest feedback and improves the system based on user experiences, leading to higher satisfaction and better engagement.
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Streamline Complaint Management:
- What It Involves: Using NLP for categorization and integrating with communication channels for submission and updates.
- Benefit: Reduces administrative workload and makes the process more efficient and user-friendly.
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Data-Driven Insights:
- What It Involves: Generating reports and analytics to understand trends, response times, and resolution rates.
- Benefit: Provides actionable insights for improving policies and processes, helping to address systemic issues and make informed decisions.
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Ensure System Security and Privacy:
- What It Involves: Implementing robust security measures and confidentiality protocols, especially for anonymous complaints.
- Benefit: Protects user data and ensures that sensitive information is kept secure, building trust in the system.
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Provide a User-Friendly Interface:
- What It Involves: Designing an intuitive dashboard and ensuring accessibility across devices.
- Benefit: Makes the system easy to use, improving user experience and increasing the likelihood of adoption and effective use.
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Develop a User Authentication System:
- Details: Implement login and registration features to ensure secure access.
- Benefit: Prevents unauthorized access and protects user data.
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Create an Intuitive Dashboard:
- Details: Design a central interface where users can view and manage complaints and feedback.
- Benefit: Enhances user experience by providing a clear, organized view of information.
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Automate Complaint Categorization:
- Details: Integrate NLP to automatically sort complaints into categories.
- Benefit: Streamlines the process and ensures consistent categorization.
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Implement Priority Assignment:
- Details: Develop a system for setting complaint priority levels.
- Benefit: Ensures timely handling of critical issues.
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Enable Real-Time Tracking and Updates:
- Details: Provide real-time updates on complaint status.
- Benefit: Keeps users informed and engaged.
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Offer Response Recommendations:
- Details: Use historical data to suggest responses.
- Benefit: Helps administrators resolve complaints efficiently.
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Collect and Analyze Feedback:
- Details: Implement feedback forms and use analytics.
- Benefit: Improves the system based on user experiences.
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Generate Detailed Reports:
- Details: Create tools for detailed analytics.
- Benefit: Provides insights for decision-making and improvement.
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Enable Anonymous Reporting:
- Details: Allow users to report issues anonymously.
- Benefit: Encourages honest feedback.
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Integrate Communication Channels:
- Details: Develop integrations with email, SMS, and portals.
- Benefit: Facilitates easy submission and updates.
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Send Popup Notifications:
- Details: Implement a notification system for updates.
- Benefit: Keeps users informed in real-time.
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Ensure System Security and Privacy:
- Details: Implement security measures to protect data.
- Benefit: Protects user information and builds trust.
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Design a Responsive Interface:
- Details: Ensure the system is accessible across devices.
- Benefit: Provides a seamless user experience.