Customer Complaint Management System using SOA

Abstract

Sri Lankan citizens who are seeking for government services are not always served as they expected. Therefore, there is a need of having a convenient way to make and handle customer complaints. When a government has many service providing centers or departments, customers should know what the issue related department is and then they should browse relevant department to make the complaint. When customer needs to view the status of the complaint, then again customer should visit and browse the relevant department. This has become very tedious and cumbersome for customers to visit various departments and make these complaints or view statuses since there is no standard process to submit their complaints. If there is only one common portal to make any complaint and get the solution, it is easier for their tight schedule. The investigations regarding these issues in complaint management were carried out through web resources. Research was carried out phase by phase which consists of analysis, conceptual design and implementation design. A prototype was developed while achieving a set of defined objectives. Researcher conducted a study and analysis on the current processes in government departments. It found the common and specific details related to issue resolution and identified the specific inputs needed from users related to the issue. Then, it designed a solution that could be used to capture issues related to different departments. In here, it came up with a solution which users can interact with and submit their complaints without worrying about what the issue related department is. Other than that, developed web portal can capture common details as well as department specific details related to the issue. Finally, researcher developed a solution which is able to interact with different governmental departments to route and manage the overall issue resolution process using an algorithm designed in BPEL layer with BPEL engine. In this research, it was investigated the benefits of a comprehensive complaint management system in e-government and proposed an e-complaint model based on SOA. There were some limitations as well in data capturing level and research level since some departments avoid exposing some sensitive data. This prototype can be further extended and developed in future.