C Document No.

WVSU-ICT-SOI-03-F01
Proposal Defense/Presentation Issue No. 1
CONCEPT PROPOSAL FORM Revision No. 0
Date of Effectivity: April 27, 2018
WEST VISAYAS STATE
Issued by: CICT
UNIVERSITY
Page No. Page 1 of 4

Course/Year/Section: ____BS INFOTECH III-A____ Date: ________________

Proposed Title:
ONLINE COMPLAINT MANAGEMENT SYSTEM OF MUNICIPALITY OF LAMBUNAO

Background of the study:

In our country we have government bodies (Municipal Corporation) which are

responsible for maintaining and running cities. It’s all their responsibilities to address the
complaint of citizens. For this Municipal Corporation has 2 ways, in first cameras or other
surveillance devices have to be installed and second way is that citizens could report their
problem to the municipal corporation. The second way is mostly used because it is cheaper
as compared to first one. But it takes paper work and time too because the citizens has to
visit the ward office and report problem faced by them which can be solved by Municipal
Corporation. Online Complaint Management is a management technique for assessing,
analyzing and responding to customer complaints. Complaints management software is used
to record resolve and respond to customer complaints, requests as well as facilitate any
other feedback. The main purpose of this project is to help the public in knowing their place
details and getting their problems solved in online without going to the officer regularly until
the problem is solved. By this system the public can save his time and eradicate corruption
in government offices. In the proposed system the citizen need not go to the government
office for getting his problem solved. He can get his problem solved by posting his problem
in this proposed system and he can suggest a possible solution to the problems posted on
the system.

Objectives:
To implement a new system called Online Complaint Management System for
Municipality of Lambunao.
Specifically, the system aims to:
1. To make complaints easier to coordinate, monitor, track and resolve.
2. To reduce efforts of going to municipal office for lodging complaint.
3. To make business improvements.
C Document No. WVSU-ICT-SOI-03-F01
Proposal Defense/Presentation Issue No. 1
CONCEPT PROPOSAL FORM Revision No. 0
Date of Effectivity: April 27, 2018
WEST VISAYAS STATE
Issued by: CICT
UNIVERSITY
Page No. Page 2 of 4

Related Literature:(Indicate the titles and the references here and present the text
in a separate sheet as attachments.)

1. The National Govern

https://www.gov.ph/ ________________________________________________________
The National Government Portal (NGP) is envisioned as a one-stop gateway uniting all web-
based government content to maximize efficiency and provide rapid, high-quality service to
citizens. The single website factor effectively reduces costs as opposed to maintaining
multiple systems. For citizens, business or government users, this means access to a reliable
government online services and information.

2. Pune Municipal Corporation

http://complaint.punecorporation.org/___________________________________________
This is the Official Portal of the Pune Municipal Corporation, designed, developed by the
Probity Soft Pvt. Ltd. The objective behind the Portal is to provide One-stop platform for
citizens of Pune to seek redressal of their grievances. The grievances can be filed under
appropriate category. Once grievance has been submitted, a token number will be
generated. Citizens can track the status of the grievance with the help of the token number.
Citizens can provide feedback for the quality of resolution of grievance. The content of this
Portal is managed centrally by Pune Municipal Corporation.

3. i-Sight
https://i-sight.com/request-a-demo/?leadsource=CapterraC&channel=capterra___________
Improve your efficiency and boost customer satisfaction. i-Sight enables you to quickly and
accurately respond to customer service requests submitted through any channel. i-Sight is
integrated web based case management software for managing customer service inquiries
and complaints. Quickly record new inquiries, use call scripting, manage incoming emails,
customize workflow and assignment, and monitor your performance.
4. Zoho Desk
https://www.zoho.com/desk/?utm_source=capterra&utm_medium=cpc&utm_campaign=rev
iew-websites&utm_source=capterra
Zoho Desk is a web-based customer service application that helps your company build
stronger relationships with customers. With Zoho Desk, agents become more productive,
managers become more impactful, and customers become more empowered. It's
customizable, convenient to use, and it doesn't cost you a fortune. Part of Zoho's 30-strong
suite of business software.

5. Complaints Pro
https://i-sight.com/request-a-demo/?leadsource=CapterraC&channel=capterra___________
Complaints Pro enables you to take control of Customer Complaints, Corrective Actions and
other quality functions.
C Document No. WVSU-ICT-SOI-03-F01
Proposal Defense/Presentation Issue No. 1
CONCEPT PROPOSAL FORM Revision No. 0
Date of Effectivity: April 27, 2018
WEST VISAYAS STATE
Issued by: CICT
UNIVERSITY
Page No. Page 3 of 4

System Architecture:(Use separate sheet if necessary.)

(to be filled by CICT faculty)

Certification

This is to certify that the above concept/title has not been presented in entirety before
or somehow unique/novel or has certain innovation from the concept/title previously
conducted in CICT.

___________________________________
Research Concept Auditor

Evaluation/Recommendation
Comments/Suggestions:

ACTION TAKEN:

___ Approved___ Approved but to consider comments/suggestions _____Disapproved

C Document No. WVSU-ICT-SOI-03-F01
Proposal Defense/Presentation Issue No. 1
CONCEPT PROPOSAL FORM Revision No. 0
Date of Effectivity: April 27, 2018
WEST VISAYAS STATE
Issued by: CICT
UNIVERSITY
Page No. Page 4 of 4

RATING:
Group Grade Individual Grade

Criteria Max. Panel Group Members: Grade

Points (Max
100%

Complexity& 20 1. Jasper Jan Leal

Innovativeness
of the Proposal

Content and 50 2. Jan Christian Mijares

appropriateness
of the 3. Rey Mark Lapinig
Document

Group Delivery 30 4. Newly Mae Gajo

&Presentation

Total 100%

__________________________________________
Signature over printed name of the Panel/Evaluator