Online Complaint Management System

(STARS)

HQ CHIEF ENGINEER DELHI ZONE

 STARS
(SERVICE REQUEST - TRACKING AND RESPONSE SYSTEM)
 Service request from occupants of md and OTM accn. Users
 Options – mobile App, SMS, online login, service centre.  Occupants
 Status updates by SMS to occupants of md accn.  GE/ AGE/ JE/ BSO
 Feedback from occupants of md accn directly to GE.  Station/ RWA
 Meter reading information (pre-audited) to occupants.  Unit
 Monitoring by CO/ QM for OTM and unit Md accn.
 Concept

The creation of digital records are a success when the IT application

seamlessly integrates the existing procedure and the existing resources

(who initiate/ provide the data inputs) within the hierarchy of the organization

and enhance its functioning/ efficiency.

 Application hosted first for Delhi station on NIC domain.
http://cedzsewa.gov.in

Features
 Online access through NIC domain to register service requests.
 Options for registration of service request for occupant -
Domain Aspects
 using login on online application.
SMS Format
 using mobile App (VYNUS STARS).
Application  by sending SMS from mobile phone (NIC SMS services).
Screenshots
 Enables to register service request/ initiate action/ enter response
by one-man at service centre.
 Assists JE in retrieval of maintenance history.
 Monitoring by all executives at all levels in the station.
 Extended to Mr iBSO (Meter Reading, Occupation/ Vacation).
 Information Broadcast from GE to resident through SMS.
  Domain (cedzsewa.gov.in) owner : CE Delhi Zone.
Features

Domain Aspects  MO & MI Dte’s approved STARS application subject to:-

 Application & Database held only on NIC servers.
SMS Format
 Personal details (No, Rank, Name etc) neither sought nor held.

Application
Screenshots  Application and database audited as per NIC procedure.

 Additional E-mail & SMS services obtained from NIC for domain.
 FORMAT for SMS
 SMS to be sent to 07738299899 (Mobile No issued by NIC).
Features
 Keyword - MES (issued by NIC).
Domain Aspects
 Service Request from Mobile No registered to Login name.
SMS Format
– MES <space> complaint type <space> description
Application
Screenshots – (a) Service request No, status updation sent to Mobile No.

– (b) Encrypted storage. Mobile No can be replaced but not retrieved.

– (c) Bulk messages from GE and RWA broadcast to all residents.

Screenshots Single Page Login For All Users
 Login Page
 GE Welcome Page
 GE Dashboard
 GE Info Page
 GE Login Creation
for JE/ AGE/ RWA
 Resident Bulk
Registration
 Resident Service
Request
 Maint Cell
Dashboard
 Maint Cell Status
updation
 Focus/ Top Ten
 RWA Dashboard
 Station Dashboard
 Maint History
 Query
 Status Analysis
 CE/ CWE Dashboard
 Last Login
Screenshots GE welcome page view
 Login Page
 GE Welcome Page
 GE Dashboard
 GE Info Page
 GE Login Creation
for JE/ AGE/ RWA
 Resident Bulk
Registration
 Resident Service
Request
 Maint Cell
Dashboard
 Maint Cell Status
updation
 Focus/ Top Ten
 RWA Dashboard
 Station Dashboard
 Maint History
 Query
 Status Analysis
 CE/ CWE Dashboard
 Last Login
Screenshots GE dashboard
 Login Page
 GE Welcome Page
 GE Dashboard
 GE Info Page
 GE Login Creation
for JE/ AGE/ RWA
 Resident Bulk
Registration
 Resident Service
Request
 Maint Cell
Dashboard
 Maint Cell Status
updation
 Focus/ Top Ten
 RWA Dashboard
 Station Dashboard
 Maint History
 Query
 Status Analysis
 CE/ CWE Dashboard
 Last Login
Screenshots GE Page Information to Residents
 Login Page
 GE Welcome Page
 GE Dashboard
 GE Info Page
 GE Login Creation
for JE/ AGE/ RWA
 Resident Bulk
Registration
 Resident Service
Request
 Maint Cell
Dashboard
 Maint Cell Status
updation
 Focus/ Top Ten
 RWA Dashboard
 Station Dashboard
 Maint History
 Query
 Status Analysis
 CE/ CWE Dashboard
 Last Login
Screenshots GE - Login creation for Maint Cell, Unit, Firm
 Login Page
 GE Welcome Page
 GE Dashboard
 GE Info Page
 GE Login Creation STEP 1:
for JE/ AGE/ RWA Creation of
 Resident Bulk Login name
Registration
 Resident Service
Request
 Maint Cell
Dashboard
 Maint Cell Status
updation
 Focus/ Top Ten
 RWA Dashboard STEP 2:
 Station Dashboard Adding AGE, Area
 Maint History and Select Option
 Query
 Status Analysis
 CE/ CWE Dashboard
 Last Login
Screenshots Resident - Bulk Registration
 Login Page
 GE Welcome Page
 GE Dashboard
 GE Info Page
 GE Login Creation
for JE/ AGE/ RWA
 Resident Bulk
Registration
 Resident Service
Request
 Maint Cell
STEP 2:
Dashboard STEP 1:
BLOCK No
 Maint Cell Status AREA
updation STEP 3:
 Focus/ Top Ten FLAT No
 RWA Dashboard
 Station Dashboard
 Maint History
 Query
 Status Analysis STEP 4: GENERATION OF AREA CUM QUARTER NO (ACQ NO):
 CE/ CWE Dashboard Login Name: AVR/6/59
 Last Login
 Resident - Dashboard

.
Screenshots
Five Step Process
 Login Page
 GE Welcome Page
 GE Dashboard
 GE Info Page
 GE Login Creation
for JE/ AGE/ RWA
 Resident Bulk
Registration
 Resident Service
Request
 Maint Cell
Dashboard
 Maint Cell Status
updation
 Focus/ Top Ten
 RWA Dashboard
 Station Dashboard
 Maint History
 Query
 Status Analysis
 CE/ CWE Dashboard GE customizes List
 Last Login
Screenshots Residents Service Request using Mobile App
 Login Page
 GE Welcome Page
 GE Dashboard
 GE Info Page
 GE Login Creation
for JE/ AGE/ RWA
 Resident Bulk Feedback Button
Registration
 Resident Service
Request
 Maint Cell
Dashboard
 Maint Cell Status
updation
 Focus/ Top Ten
 RWA Dashboard
 Station Dashboard
 Maint History
 Query
 Status Analysis
 CE/ CWE Dashboard
 Last Login
Screenshots Maintenance Cell dashboard
 Login Page
 GE Welcome Page
 GE Dashboard
 GE Info Page
 GE Login Creation
for JE/ AGE/ RWA
 Resident Bulk
Registration
 Resident Service
Request
 Maint Cell
Dashboard
 Maint Cell Status
updation
 Focus/ Top Ten
 RWA Dashboard
 Station Dashboard
 Maint History
 Query
 Status Analysis
 CE/ CWE Dashboard
 Last Login
Maintenance Cell – printing of service requests

.
Screenshots Status updation by JE (Maint Cell)
 Login Page
 GE Welcome Page
 GE Dashboard
 GE Info Page
MES Action list custom made by GE
 GE Login Creation
for JE/ AGE/ RWA
 Resident Bulk
Registration
 Resident Service
Request
 Maint Cell
Dashboard
 Maint Cell Status
updation
 Focus/ Top Ten
 RWA Dashboard
 Station Dashboard
 Maint History
 Query
 Status Analysis
 CE/ CWE Dashboard
 Last Login
.
Screenshots Focus - Residents registering more requests
 Login Page
 GE Welcome Page
 GE Dashboard
 GE Info Page
 GE Login Creation
for JE/ AGE/ RWA
 Resident Bulk
Registration
 Resident Service
Request
 Maint Cell
Dashboard
 Maint Cell Status
updation
 Focus/ Top Ten
 RWA Dashboard
 Station Dashboard
 Maint History
 Query
 Status Analysis
 CE/ CWE Dashboard
 Last Login
Screenshots
 Login Page
 GE Welcome Page
 GE Dashboard
 GE Info Page
 GE Login Creation
for JE/ AGE/ RWA
 Resident Bulk
Registration
 Resident Service
Request
 Maint Cell
Dashboard
 Maint Cell Status
updation
 Focus/ Top Ten
 RWA Dashboard
 Station Dashboard
 Maint History
 Query
 Status Analysis
 CE/ CWE Dashboard
SUMMARY GROUPED AT CWE LEVEL, GE LEVEL AND AREAs (OTM & MD)
 Last Login
Screenshots
 Login Page
 GE Welcome Page
 GE Dashboard
 GE Info Page
 GE Login Creation
for JE/ AGE/ RWA
 Resident Bulk
Registration
 Resident Service
Request
 Maint Cell
Dashboard
 Maint Cell Status
updation
 Focus/ Top Ten
 RWA Dashboard
 Station Dashboard
 Maint History
 Query
 Status Analysis
 CE/ CWE Dashboard
 Last Login
Screenshots Statistics – Query and Summary
 Login Page
 GE Welcome Page
 GE Dashboard
 GE Info Page
 GE Login Creation
for JE/ AGE/ RWA
 Resident Bulk
Registration
 Resident Service
Request
 Maint Cell
Dashboard
 Maint Cell Status
updation
 Focus/ Top Ten
 RWA Dashboard
 Station Dashboard
 Maint History
 Query
 Status Analysis
 CE/ CWE Dashboard
 Last Login
Screenshots Analysis – Status
 Login Page
 GE Welcome Page
 GE Dashboard
 GE Info Page
 GE Login Creation
for JE/ AGE/ RWA
 Resident Bulk
Registration
 Resident Service
Request
 Maint Cell
Dashboard
 Maint Cell Status
updation
 Focus/ Top Ten
 RWA Dashboard
 Station Dashboard
 Maint History
 Query
 Status Analysis
 CE/ CWE Dashboard
 Last Login
Screenshots CE/CWE dashboard
 Login Page SUMMARY GROUPED AT CWE LEVEL, GE LEVEL AND AREAs
 GE Welcome Page
 GE Dashboard
 GE Info Page
 GE Login Creation
for JE/ AGE/ RWA
 Resident Bulk
Registration
 Resident Service
Request
 Maint Cell
Dashboard
 Maint Cell Status
updation
 Focus/ Top Ten
 RWA Dashboard
 Station Dashboard
 Maint History
 Query
 Status Analysis
 CE/ CWE Dashboard
 Last Login
S T A R S

Email : support@cedzsewa.gov.in