Icreativez’s proposal for

Web-based complaint and feedback

management system
Ver 1.0

July 24th, 2019

Introduction and Proposal Overview

Sir Manager Procurement,

Referring to your advertisement “Request for Proposal for Web-based complaint and feedback
management system” on https://www.brightspyre.com/jobs/jid/35236. After a thorough review of
advertised ToRs we are confident that our Complaint Management System can fulfil all of your
requirements.

Our web-based Complaint Management is designed and developed by adopting latest web
technologies. We have implemented it into Private as well as public sector organization.

Here is the link of Complaint Management System we have delivered to Agriculture, Supply &
Prices Department, Government of Sindh http://cms.sindhagri.gov.pk/ .
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Although above sketch is general for complaint resolving processes but our developed
complaint system is very much customizable according to your requirements

Deliverables

All your given below deliverables (mentioned in advertisement) are available in our
complaint management System,

1. Complaint Lodging

2. Receipt of complaint registration

3. Response

4. Notifications

6. Appeal

7. Feedback/ Suggestions

8. Dashboard

9. Reporting

10. User Accounts

11. Web Accessibility

Our Process

Discovery
We work with client organization to understand their needs and present demo of customized
Complaint Management System according to their requirements.
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Feedback
We will note down the changes/feedback of client organization during demo meeting.

Design & Development

After feedback, the customization/development process is broken down into sprints based on
feature sets. Our agile-based development process will allow you to regularly review and assess
what we’re building.

Quality Assurance
Our Quality Assurance team will test the Complaint Management System after each
development sprint and once all major functionality is implemented, we’ll prepare a Beta Build.

Launch
After passing the Beta Build through a final round of QA and refinements, we’ll have in our
hands a Release Candidate Build. We can either upload the Complaint Management System to
your web hosting or can provide you the hosting along with CMS if needed.

Maintenance
We provide our clients with a 3 months bug fixing period, free of charge, and maintenance
packages that cover everything from small updates all the way to whole new versions.
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Support Deliverables:

1. Continual performance with reduced errors

2. Optimization of the Database
3. Monitoring for any issues during updates/changes.
4. Daily Backups
5. Perform SPAM & revisions cleanup (Weekly)
6. Run regular security and performance scans
7. Perform support requests within an allotted 360 minutes a month
8. A dedicated support desk to track requests and development time
9. Regular web health checks
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10. Uptime monitoring to keep us aware of any site performance issues

And:

● Security Monitoring & Response

● Software License Management
● 24/7 System Monitoring
● Software Deployment & Updates
● System Usage/Reliability Reporting
● User Training
● On-site support when necessary
● Technical Consulting

Process
We recognize that your business is like no other. “Standard”, off-the-shelf solutions and
processes may not work for you. At Icreativez Technologies, client service is our top priority
which is why we work with you to customize our services and solutions.

When you decide to hire Icreativez. to partner with you for any of our services or solutions, you
can expect the following:

1. An initial input session to discuss your specific needs and review any documentation to
be shared.
2. Once determined, we will provide you with a proposed action plan for managing your
account or project.
3. Execution of a contract or agreement. Submission of invoices, documents or contracts
to Icreativez. via email, fax or upload to our secure web server.
4. Processing of data, documents or transactions by our accounting or business
professionals, depending on the services or solutions selected.
5. Review of transaction processing or project by the client.
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Timeframe and Investment

Please find our project fees detailed below. We anticipate a 4-6 weeks turnaround time from
initiation to site launch. If you have any questions about our pricing or timeframe, please let us
know.

Description Billing Cycle Amount

Complaint Management System - as One-time 3, 200, 000 PKR
described in the objective section above/
Advertisement
https://www.brightspyre.com/jobs/jid/35236.
Including on-site staff training
Technical Support & Maintenance – 1 Year Post 1, 200, 000 PKR
Complete Off-site & On-site technical Deployment
Support. Technical
Support.

Total (Negotiable) Rs. 4, 400, 000 /-

Notes:
1. All the prices are mentioned in Pakistani Rupees.
2. Domain and web hosting aren’t included in the above cost.
3. Payment terms are 50% advance, 25% on milestone and 25% at the delivery.
4. All the taxes and travel expenses are included.
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Terms and Condition – (Negotiable)

1. The client may be charged additional fees if it decides to make changes to the
agreed upon project scope and objectives.
2. Invoice Payments must be paid within 10 business days of the date invoice is
raised.
3. The client may cancel the agreement anytime, by providing one month’s written
notice, provided that payment is up to date.
4. The Agency will respond to all requests from the Client within 6 working hours on
weekdays and 24 hours on weekends via email, phone or WhatsApp, with a
confirmation that the request is received.

Why Choose Us?

Icreativez has created compelling designs for a wide variety of project types. As a full-
service web development, enterprise software, and content creation agency, we have
grown from a small team to collaborative design, multimedia, and marketing studio. We
are strong advocates for developing a clean and functional user experience, on top of
beautiful designs that bring out the best in our clients and deliver effective results.
Our clients’ satisfaction is what keeps us moving, and helping you stand out is
the best way to make sure you’re completely satisfied. We’re committed to
helping your brand stand out against a busy field of competitors.
Oh, and if you’re wondering, why would you choose us so there are so many ways that
we set ourselves different than others.
● Strategy-first Agency! We start with WHY not HOW.
● Updated with current industry trends for design, tech and marketing.
● Best client support and communication in the market.
● Professional team of 8+ years’ experience with Ph.D. and master’s degrees.
● Over 300+ clients all around the world.
● Strong testimonials.
● Expertise in 360’ brand solutions.
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● Best process and reports in the market.
● Well documented and organized.
● Capable of initiating the project on the same day.

Our Clients
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Contact us: +92(333) 000 7008 +92 (21) 34151666

contactus@icreativez.com

www.icreativez.com