Service Delivery Management Platform

For the sake of operational and administrative efficiency, they wish to bifurcate the operational area into independently managed areas and have the appointed administrative staff to manage and provide operational ease for these services to the citizen. This shall be done via a user-friendly grievances system which shall not only provide support to the administrative staff for better managing the services but also support the citizen at efficient & effective resolution of their lodged complaints.

In order for system to work proactively to deliver service excellence based on participatory and smart approaches, following processes are important to be woven together to ensure desired outcomes. Therefore, the system provides:

• Communication channels to all
• Connect all actors in real-time to service requests
• Communicate while in process with the citizens
• Decipher intelligence from the collected service requests to understand intervention and policy decision needs
• Create a feedback loop to continuously look at improvement and efficiency requirements

Complaint Management
HappServe supports entire process from registration, to allocation to resolution.
Complaint Registration: Supports multi point (call-center desk, walk-in at respective offices, online through web portal, SMS & E-Mail, Miss Call, Mobile App, IVR, Call back service) complaint registration. Citizen can register multiple complains in one go with ease as citizen can register complaint for multiple problems for different locations in a single call.
Complaint Allocation: Registered complaints get allocated to concerned department officer automatically based on the scientific algorithm engine built in to the system and allocation matrix defined – No manual intervention & hence errorless operation. The system automatically sends an SMS to department officer alerting him / her on the complaint. It helps the ULB officer to take action on the complaint from anywhere.
Allocated complaint can be easily reallocated to another Officer of same branch or another branch.
Complaint Resolution: The department officer needs to resolve a complaint within a specified SLA period. Visit wise details of work done on field are filled in by field supervisors in Field Call Report (FCR). This enables the system to keep track of the visit wise / date wise work done on site & hence history gets maintained.
Citizen Feedback: Call center captures customer feedback on the services rendered by calling the complainant. This "Happy Calling" helps in evaluating standard of the service.
Citizen has option on website to voluntarily provide their feedback on the complaint redressal process and also to comment on the satisfaction/dissatisfaction received by them while using the system.
Complaint Re-Open: The citizen can re-open the complaint by calling call center, if not satisfied. Re-opened complaints are escalated to higher authorities.
Allocation & Escalation Matrix, SLA: HappServe provides facility to setup allocation matrix for ULB’s employees in resolving the various categories of problems for the area for which he / she is responsible to look at. This setup helps the automatic complaint allocation to the employees. ULBs can setup escalation matrix for department at the various levels and define mode of escalation communication for each of these levels and their frequency. The system automatically escalates the complaints based on SLA, escalation matrix and the frequency defined. It has facility to define standard SLA hours for each problem defined in the system.
MIS
Reports: Exhaustive reports are generated by the system for officers at various levels for effective decision making and periodic review of operations. Real-time statistical reports for ULB locations/departments are made available to senior officers on web application.
Dashboard: Real-time processed information immensely aid senior officials in taking immediate corrective and preventive measures. Analytical reports help administration in identification of areas of concern and root-causes.