Feedback Resolve - JPCFBIH.BAfrs.jpcfbih.ba/frs/main/frs_registration.pdf · Consultant...

FRS User Manual - V1.0.1 (Draft) P a g e | 1

Feedback Resolve

User Manual Part-1

User Manual FRS - Registration Online/app based registration of feedback by users


Manual Version : 1.0.1

WB Print Version : 1.0.0

Document Revision History

Event Software Version Manual Version Completed by

First Draft 1.0.0b 1.0.0 31 Dec 2016

Revisions 1.0.1 1.0.1 15 Jan 2017

Document Resource History

Prepared by Email Checked by Publish date

Consultant [email protected]


THIS PAGE SHOULD BE INTENTIONALLY LEFT BLANK BEFORE PRINTING


1.0 About this user manual ......................................................................................... 5 1.1 Feedback Resolve .............................................................................................................................................. 5 1.2 Scope of FRS ........................................................................................................................................................ 5

2.0 Requirements........................................................................................................ 7 2.1 Other important instructions ....................................................................................................................... 7

3.0 FRS modules .......................................................................................................... 8 3.1 Introduction registration and redressal of feedback ......................................................................... 8 3.2 Feedback registration ................................................................................................................................... 10 3.3 Checking the status of registered feedback ......................................................................................... 12

4.0 Contact information ............................................................................................ 14 4.1 Project IT Support contacts........................................................................................................................ 14 4.2 Online issue/bug reporting ........................................................................................................................ 14


1.0 About this user manual

The User Manual contains all essential information for the user to make full use of the

FRS and its operations parts of developed feedback System. This manual includes a

description of the system functions and capabilities, contingencies and alternate modes

of operation, and step-by-step procedures for system access and use. Image and

graphics has been used where ever possible to illustrate the software use steps of any

event and activity under the software handling process.

This user manual is the main document containing 3 parts of the software user manual

developed under FRS. This user manual is part 1 of the main user manual of FRS

covering registration online and mobile based applications uses for data capture,

processing and uploading on the server of FRS.

1.1 Feedback Resolve

The FRS system starts where the Grievance is initiated by the complainant. The user is

presented with screens to enter all pertinent details required to register a Grievance

such as name of the complainant, contact details, sector, department,

contractor/package details, location of work (also linked to GPS coordinates, nature of

work, nature of compliant, suggestions, etc.. Options to enter data in a pre-authorized

draft mode will also be provided to reduce the complainant’s efforts to submit their

grievance. Once the grievance is entered/registered in the system, the backend

software takes over the process of generation of token number and sends it to the

complainant through display window/SMS/email (as pre-instructed) as confirmation to

the registration of the grievance and expected time for response/redressal from the

relevant official.

1.2 Scope of FRS

FRS modules are meant to be used by all users as online using the direct web or app

based registration of the complaints / feedbacks across all projects through different

sectors, categories and sub categories. User having access to the data entry and edit

can enter data and check progress on the complaint/feedback given whereas users like

respondents will have access to respond to the suggestions/ complaints etc. registered

users can also view dashboard and reports etc. The admin at project FRS can manage


various admin options like sectors/categories/sub categories and users creation along

with other customisation options based on the country specific needs. Admin also need

to work on the GEO levels and app/SMS linkages based on requirements. The

document provides complete detailed process and steps to work on the FRS modules

for all level of users. It also talks about the required hardware for server and basic

minimum requirements to be able to use the software as online system connected with

central server.


2.0 Requirements

Explained below are some minimum requirements that need to be ensured prior to start

using the FRS as online software. If FRS has been developed as online system then it

does not require any installation to be conducted at the client side. User can access the

FRS from online URL (given by project) http://xxxx.com or https://xxxxxxx.xxx.xxx. User

also needs to ensure good net connectivity to be able to use the system with good

speed else there might be some lag time in the accessing the software online modules.

FRS admin user can use any available hardware having a minimum of 2GB of RAM on

any windows and/or Linux based operation system. User can use any browser which

supports HTML5 like Google chrome V29+, Firefox V26+, IE11+ and safari 6+. FRS

client access supports any OS and having any version with no restrictions on the uses if

any of the above mentioned browsers are installed on the system.

2.1 Other important instructions

User must be comfortable using windows or Linux/mac with some knowledge of office

modules like MS-Excel and MS-World or phone app. This software doesn’t require any

special training on the application and OS itself and any basic users can easily use the

software for operations and activities under FRS. The application has been designed as

online data collection process and assigning of the requests to the registered responders

as online/offline operations mode. User needs to be connected to internet for registration

of request and should enter correct information about email id and phone numbers to get

quick access on the activity events for the registered feedback on FRS as responses.

http://xxxx.com/

https://xxxxxxx.xxx.xxx/


3.0 FRS modules

FRS system has been design as one stop grievances redressal system to manage all

tasks related to generation, management and addressing of the grievances using all

possible breakdown of sectors, categories and sub categories. Application has four

basic modules to mage all tasks

1) Registration of grievance/feedback

2) Responding of the grievance/feedback

3) Dashboard and analysis

4) Administration and alert system.

All these modules are required to be functional and administration module needs to be

configured correctly in order to use the system at its best. Users must follow the

administration and respondents manual to understand the other tasks correctly as this

manual talk about only the generation of grievances only.

3.1 Introduction registration and redressal of feedback

User can register feedback for any project registered in the FRS system. The system will

have already available information related to designated respondents for different

sectors, category and sub categories with registered GEO location to raise any feedback

related to project. This part refers to process and explanations related to raising the

feedback and response mechanism built in the system. User can check process flow to

understand this further.


Process flow for registration and redressal of feedback


3.2 Feedback registration

User needs open the registration page in order to register any feedback as suggestion,

inquiry or complaint. Application does not required mandatory registration of the user to

register the feedback through online system. FRS system users can just click on the

homepage for registration of the feedback/complaints etc. User can enter details about

him/her at the time of registration of the feedback. System also allows anonymous

registration of the feedback. User now can follow the steps given as under to register the

feedback.

Step 1. Open the application URL http://xxxxx.xx and select type of feedback user wants

to register.

Step 2. User now can see the details to be entered in the data entry form for registration

of feedback.

Step 3. Project type of complaint and source is already selected and user can make

changes if required.

http://xxxxx.xx/


Step 4. User now needs to enter the details about him/her. These details should be

complete in order to contact back and give timely responses to users.

User can also go an anonymous user by clicking

Step 5. Now user needs to enter the details about the GEO location.

Locations will differ based on the country selection and IT admin data entry.

Step 6. Please select Sector, category and sub categories


Sectors, sub sectors will be based on project admin data entry.

User can also leave the sub-categories selection as non-selected in case use cannot

make out the correct selection, in this case front desk manager will do the same.

Step 7. User now needs to enter the description of the feedback as suggestion/

complaint with image upload or clicked from device incase user have used app

Step 8. Click on submit button to complete the process of raising

feedback to the project team.

Step 9. Note down the unique ID of the query submitted to future tracking. Same Id will

also be sent as email/SMS in case service is active and available in project.

Browser may ask for location confirmation incase user wants to share the same on

web else user can ignore also.

3.3 Checking the status of registered feedback

Users can check the status of the complaints raised on FRS. The system provides

unique ID to all feedback/complaints raised in the system for future tracking and user

must have UID provided by FRS system as message box after submission of the

complaint. Respondent allocated the complaints will respond to the same complaint and

system will send the communication to the same id generated as UID. Please follow the

steps given below.


Step 1. Open tab and enter UID

Step 2. Enter ID given by system to see the status

Step 3. Click on to open the current status of the complaint/suggestion

Step 4. User can scroll till end of page to see the latest comments posted by respondents and can see the current status of the complaint.

User can also enter further comments on the same “open status” complaints if there is any requirement for the same. If in case respondent will close the issue then user will get email/SMS alert from FRS as automated update


4.0 Contact information

World Bank Group:

Contact name and Address here

4.1 Project IT Support contacts

Name : ……

Mobile : +…….

Email : ……@......

4.2 Online issue/bug reporting

User can report the encountered bugs and can further follow-up the solution provided

online. User can visit the site given below and can register themselves to be able to

report the bug in the system.

Please visit http://xxxx.xxxxx.org to register and report any issue related to FRS

http://xxxx.xxxxx.org/

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