User Manual FRS - Registration Online/app based registration of feedback by users

Transcription

1 Feedback Resolve User Manual Part-1 User Manual FRS - Registration Online/app based registration of feedback by users P a g e 1

2 Manual Version : WB Print Version : Document Revision History Event Software Version Manual Version Completed by First Draft 1.0.0b Dec 2016 Revisions Jan 2017 Document Resource History Prepared by Checked by Publish date Consultant anirudh.gaur@gmail.com P a g e 2

3 THIS PAGE SHOULD BE INTENTIONALLY LEFT BLANK BEFORE PRINTING P a g e 3

4 1.0 About this user manual Feedback Resolve Scope of FRS Requirements Other important instructions FRS modules Introduction registration and redressal of feedback Feedback registration Checking the status of registered feedback Contact information Project IT Support contacts Online issue/bug reporting P a g e 4

5 1.0 About this user manual The User Manual contains all essential information for the user to make full use of the FRS and its operations parts of developed feedback System. This manual includes a description of the system functions and capabilities, contingencies and alternate modes of operation, and step-by-step procedures for system access and use. Image and graphics has been used where ever possible to illustrate the software use steps of any event and activity under the software handling process. This user manual is the main document containing 3 parts of the software user manual developed under FRS. This user manual is part 1 of the main user manual of FRS covering registration online and mobile based applications uses for data capture, processing and uploading on the server of FRS. 1.1 Feedback Resolve The FRS system starts where the Grievance is initiated by the complainant. The user is presented with screens to enter all pertinent details required to register a Grievance such as name of the complainant, contact details, sector, department, contractor/package details, location of work (also linked to GPS coordinates, nature of work, nature of compliant, suggestions, etc.. Options to enter data in a pre-authorized draft mode will also be provided to reduce the complainant s efforts to submit their grievance. Once the grievance is entered/registered in the system, the backend software takes over the process of generation of token number and sends it to the complainant through display window/sms/ (as pre-instructed) as confirmation to the registration of the grievance and expected time for response/redressal from the relevant official. 1.2 Scope of FRS FRS modules are meant to be used by all users as online using the direct web or app based registration of the complaints / feedbacks across all projects through different sectors, categories and sub categories. User having access to the data entry and edit can enter data and check progress on the complaint/feedback given whereas users like respondents will have access to respond to the suggestions/ complaints etc. registered users can also view dashboard and reports etc. The admin at project FRS can manage P a g e 5

6 various admin options like sectors/categories/sub categories and users creation along with other customisation options based on the country specific needs. Admin also need to work on the GEO levels and app/sms linkages based on requirements. The document provides complete detailed process and steps to work on the FRS modules for all level of users. It also talks about the required hardware for server and basic minimum requirements to be able to use the software as online system connected with central server. P a g e 6

7 2.0 Requirements Explained below are some minimum requirements that need to be ensured prior to start using the FRS as online software. If FRS has been developed as online system then it does not require any installation to be conducted at the client side. User can access the FRS from online URL (given by project) or User also needs to ensure good net connectivity to be able to use the system with good speed else there might be some lag time in the accessing the software online modules. FRS admin user can use any available hardware having a minimum of 2GB of RAM on any windows and/or Linux based operation system. User can use any browser which supports HTML5 like Google chrome V29+, Firefox V26+, IE11+ and safari 6+. FRS client access supports any OS and having any version with no restrictions on the uses if any of the above mentioned browsers are installed on the system. 2.1 Other important instructions User must be comfortable using windows or Linux/mac with some knowledge of office modules like MS-Excel and MS-World or phone app. This software doesn t require any special training on the application and OS itself and any basic users can easily use the software for operations and activities under FRS. The application has been designed as online data collection process and assigning of the requests to the registered responders as online/offline operations mode. User needs to be connected to internet for registration of request and should enter correct information about id and phone numbers to get quick access on the activity events for the registered feedback on FRS as responses. P a g e 7

8 3.0 FRS modules FRS system has been design as one stop grievances redressal system to manage all tasks related to generation, management and addressing of the grievances using all possible breakdown of sectors, categories and sub categories. Application has four basic modules to mage all tasks 1) Registration of grievance/feedback 2) Responding of the grievance/feedback 3) Dashboard and analysis 4) Administration and alert system. All these modules are required to be functional and administration module needs to be configured correctly in order to use the system at its best. Users must follow the administration and respondents manual to understand the other tasks correctly as this manual talk about only the generation of grievances only. 3.1 Introduction registration and redressal of feedback User can register feedback for any project registered in the FRS system. The system will have already available information related to designated respondents for different sectors, category and sub categories with registered GEO location to raise any feedback related to project. This part refers to process and explanations related to raising the feedback and response mechanism built in the system. User can check process flow to understand this further. P a g e 8

9 Process flow for registration and redressal of feedback P a g e 9

10 3.2 Feedback registration User needs open the registration page in order to register any feedback as suggestion, inquiry or complaint. Application does not required mandatory registration of the user to register the feedback through online system. FRS system users can just click on the homepage for registration of the feedback/complaints etc. User can enter details about him/her at the time of registration of the feedback. System also allows anonymous registration of the feedback. User now can follow the steps given as under to register the feedback. Step 1. Open the application URL and select type of feedback user wants to register. Step 2. User now can see the details to be entered in the data entry form for registration of feedback. Step 3. Project type of complaint and source is already selected and user can make changes if required. P a g e 10

11 Step 4. User now needs to enter the details about him/her. These details should be complete in order to contact back and give timely responses to users. User can also go an anonymous user by clicking Step 5. Now user needs to enter the details about the GEO location. Locations will differ based on the country selection and IT admin data entry. Step 6. Please select Sector, category and sub categories P a g e 11

12 Sectors, sub sectors will be based on project admin data entry. User can also leave the sub-categories selection as non-selected in case use cannot make out the correct selection, in this case front desk manager will do the same. Step 7. User now needs to enter the description of the feedback as suggestion/ complaint with image upload or clicked from device incase user have used app Step 8. Click on submit button to complete the process of raising feedback to the project team. Step 9. Note down the unique ID of the query submitted to future tracking. Same Id will also be sent as /sms in case service is active and available in project. Browser may ask for location confirmation incase user wants to share the same on web else user can ignore also. 3.3 Checking the status of registered feedback Users can check the status of the complaints raised on FRS. The system provides unique ID to all feedback/complaints raised in the system for future tracking and user must have UID provided by FRS system as message box after submission of the complaint. Respondent allocated the complaints will respond to the same complaint and system will send the communication to the same id generated as UID. Please follow the steps given below. P a g e 12

13 Step 1. Open tab and enter UID Step 2. Enter ID given by system to see the status Step 3. Click on to open the current status of the complaint/suggestion Step 4. User can scroll till end of page to see the latest comments posted by respondents and can see the current status of the complaint. User can also enter further comments on the same open status complaints if there is any requirement for the same. If in case respondent will close the issue then user will get /sms alert from FRS as automated update P a g e 13

14 4.0 Contact information World Bank Group: Contact name and Address here 4.1 Project IT Support contacts Name : Mobile : Online issue/bug reporting User can report the encountered bugs and can further follow-up the solution provided online. User can visit the site given below and can register themselves to be able to report the bug in the system. Please visit to register and report any issue related to FRS P a g e 14