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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 DetailsHelp 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 remark
3. 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 is the HELP interface for the


Station and Train. This gives the Zone,
Division detail of the Station and the
Train.

This provides the interface for


report generation. There are three
types of report.
1. Detailed Reports
2. Ageing Reports
3. Variance Reports

Report Interface
Report Interface has following reports.
1. Detailed Reports
2. Ageing Reports
3. 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..

Drill down has been


provided on this for
detailed report.

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

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 staf 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 staf 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 Report
This basically provides the comparative report between two consecutive years based on
the date range selected.

Suppose user select the complaint type wise,


Year as 2010
From month as June
TO month as July

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

Help for Station and Train

Help Option 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.

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.