Feedback Tracking System
1-Servis Public Complaint & Feedback System is a comprehensive and configurable system for managing, responding and monitoring of complaints, comments, compliments, requests and feedbacks. The built-in dashboard provides a clear view of outstanding actions, calculate turnaround time and also statistical analysis.
Functionality & Features
- Access Privilege Role
- The system has built in mechanisms to govern access to feedback and requests cases
- Service and Feedback Category
- The system can cater for different feedback categories and information can be in the form of text message, documents, images, audios and videos
- Subscriber Account Registration
- User is required to register for a valid account before proceed to lodge a complaint or feedback
- Notification/Automated Correspondence
- Automated notifation messages are sent during the whole life cycle of a case
- Workflow Process Function
- Central Administrator receives a new case and escalates to respective department. Upon receiving feedback, Central Adminstrator may respond and close the case, answer and request creator to respond, transfer the case to other department or assign the case to support agent within own department.
- Search/Enquiry
- Create work groups to enhance the data sharing and processing progress
- Statistical & Analysis Reports
- Statistical analysis is useful to identify trends in complaints and steps may be taken to improve the service quality