Complaint Management System

Inspiration:

While researching about the topics that would suffice the challenge of Pega hackathon we started searching about various sectors where there is lack of automation, technology and the even today's scenario the process is done in the same old fashion.

We came across various countries where government is trying to automate the process under their control to make it more convenient and increase the efficiency, so we came up with an idea to automate the legal enforcement department.

Drawbacks in the existing system of many countries:

Paper Work: It leads to waste of time as there is much paper work. Moreover, cutting tree for making paper is an alarming environmental issue.

Difficulty in filling Complain: Reluctance by law enforcement agency to show a higher crime rate for their region, complaints against rich and powerful people where police may show hesitation to act, expectations of money in the form of bribes.

Time consuming: Every work is done manually so we cannot generate report in the Middle of the session or as per the requirement because it is very time consuming.

False Complain: People file a false complaint or give wrong information to the police. In Complaint Management System there will be submission of document after that the FIR will be registered, so no one can file a false report.

Loss of data: If a crime is committed, the victim must go to the police station. The duty officer in the station fills an FIR. This is a paper based process and paper records may easily be manipulated or lost.

Cost: Image based processing can reduce the cost of process by approx 15% and improves efficiency and ability to identify, track and trace a document.

Pandemic Situation: In the current pandemic situation, where social distancing is preferable but in many countries due to lack of advancement of legal departments physical presence becomes necessary for the general public.

How Our Application Works:

We have two Case type :

For the general public : The general public can register and track their case in the portal
For the legal enforcement: The department can create cases to generate challan/ maintain records.

Working:

1.Digitalizes the legal system.

2.Simplifies the procedure of lodging, reviewing and keeping an end to end track record of a complain that has been registered in a single platform.

3.Helps the legal agency to take actions against people violating traffic rules and keeping records of any missing items, missing people or wanted people in addition to the other features.

4.Linking one complain with one or more other complains and communicating with the complainant and the participants of the linked complains from a single platform.

5.Helps in automating notifications and escalations.

6.Generating all the legal documents on a single click.

7.Segregating the received complains on basis of priority for a better overview of which complain to review first.

8.Dashboards, My cases and Search request for better handling of cases.

How We Built It?

1.Pega as a BPM tool is used to automate the process

2.The case life cycle has been designed using the Pega Dev Studio .

3.Google map has been used to enable address mapping by changing the location pin.

4.APIs has been used to fetch the nearby agencies based on the address entered by the user.

5.Integrating with bulk SMS sender to trigger OTP and to communicate via OTP

6.Payment gateway has been integrated to enable online payment of fine.

7.HTML coding has been used to design the PDF templates and Pega specific HTML tags to map proper value to the PDF

8.Extraction of stream of the digital signature to show the signature on the pdf documents.

9.Reporting has been implemented in many places.

10.Attachment categories has been configured to attach the correct documents.

11.UI has been modified for a better user experience.

Challenges we ran into:

1.Extracting signature from digital signature control to PDF.

2.Designing the case life cycle and configuring the portal so as to keep it aligned with the topic .

3.Integrating sms provider, payment gateway and fetching the nearby agencies based on the address.

4. We were unable to implement many pega features due to lack of experience in those features.

Accomplishment we are proud of:

1.Recognizing the correct sector which needs proper digitalization on a global scale in the current scenario.

2.Keeping a record of the end to end procedure from lodging a complain to closing it on a single platform which can help in reopening, recognizing and getting details of any existing complain in future for reference very easily.

3.Reducing human contact keeping the current pandemic scenario in mind.

What we learned?

1.Using web services.

2.Configuring dynamic PDFs.

3.Time management.

4.Reporting.

5.SLA

6.Case Management

What's Next for Complaint Management:

1.Creating Traffic violation cases by fetching the details from the surveillance camera and create automatic case.

2.Giving features like Routing the case to other law enforcement department, reopen the case, withdraw the case to the user.

3. Ratings and feedback of the general public on the case according to action taken by the law enforcement departments.