Name of Work: AMC FOR ONLINE COMPLAINTS AT AF STN BAREILLY
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Item Description
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AMC for Complaint Handling System (CHS) Software for MES Complaint Cell comprising the following:Renewal of subscription charges for the WEBINFO, Complaint Handling System (CHS) software which is currently being utilized for efficient management and monitoring of complaints in the MES Complaint Cell. The software is designed to streamline complaint registration, assignment, tracking, resolution, and reporting through a centralized, secure and user-friendly digital platform.Core Software FeaturesThe CHS software provides comprehensive end-to-end complaint management capabilities including: Online Complaint Booking and Handling through a web based interface. Facility to lodge new complaints, place complaints on hold, assign complaints to technicians and close complaints upon resolution. Inventory management module to support, maintenance and repair activities linked with complaint resolution. Centralized dashboard for real-time status tracking of all complaints. SMS-Based Notification FeaturesThe system is integrated with SMS services to ensure timely communication and transparency: Automatic SMS notification to users upon successful registration of complaints including complaint docket number. SMS alerts to users upon closure of complaints by providing closure details and confirmation. SMS pack included with one-year validity to support uninterrupted communication.Android Mobile ApplicationsTo enhance accessibility and operational efficiency, two separate Android applications are provided:1. User Complaint Booking App – Enables end users to register complaints easily using mobile devices.2. MES Personnel Complaint Handling App – Designed exclusively for MES staff to view, assign, update and close complaints directly from the field.Reports and MISThe software offers robust reporting and management information system (MIS) features including: Pending and unassigned complaints reports for daily or user-defined periods. Technician-wise consolidated reports for performance monitoring. Closed complaints reports for review and audit purposes. Provision for any additional reports or software features as prescribed and finalized by the MES office from time to time.Infrastructure, Security, and Hosting ComponentsTherenewalchargesalsocoveressentialinfrastructureand security components including: Domain name registration. HTTPS/SSL certificate for secured and encrypted data transmission. Online data storage space for hosting application data. Static IP charges required for SSL certification valid for one year. Note: The quoted rate shall deemed to be included for all above provisions and nothing extra shall be paid to service provider.
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