cpwdsewa : Online Complaints Delhi

Name of the Organization : Central Public Works Department (cpwdsewa.gov.in)
Type of Facility : CPWDSewa Online Complaints
Location : Delhi

Website : http://cpwdsewa.gov.in/

CPWDSewa :
CPWD is responsible for creation and maintenance of landed assets of Government of India in the shape of residential and non-residential buildings. These include even monumental, other important buildings and infrastructure projects. Such assets are being created and added for maintenance year after year. A common citizen or a user of these assets gets first hand interaction with CPWD by way of maintenance response of CPWD in regard to complaints and standards of maintenance achieved.

CPWDSEWA had been introduced earlier as a Pilot Project. However, with the implementation of Call Centre, toll free number and SMS services for two way communication, CPWDSEWA has now become a buzz word amongst users of CPWD maintenance services at Delhi. I compliment the officials involved in up-gradation of CPWDSEWA and by generating maintenance related MIS for improvement of response time of our maintenance services and its standard. The initial up-gradation work of CPWDSEWA carried out by Computer Cell of CDO, CPWD through NIC.

Now having gained confidence with successful implementation in Delhi, CPWDSEWA has been extended to following stations :
1. Ghaziabad
2. Faridabad
3. Chandigarh
4. Gandhi Nagar
5. Mumbai

It is proposed that CPWDSEWA shall encompass all the residential and non-residential assets under maintenance all over the country at important locations in a phased manner by December 2011. Non-residential buildings in Delhi have already been covered for lodging the complaint through CPWDSEWA w.e.f. April 2011.

The major advantages in adopting CPWDSEWA are as under :
1. 24 x 7 service for occupants of Government assets as well as CPWD maintenance management team and facilitating in improvement of maintenance services by
a. Paperless monitoring of complaints
b. Lodging and knowing the status of complaints
2. Limited integration with database of Directorate of Estates for instant update of occupation, vacation and improved utilization of residential accommodation.
3. Corrective actions could be taken by CPWD Management for improvement of system by comparing with benchmarking standards by analyzing the electronic database of :
a. Entire assets maintained, related complaints and disposal.
b. Feedback from users of CPWD maintenance services.
c. Entire operational team at Service Centre level and its performance.
d. Generated MIS reports in useful formats.

There are four modules under CPWDSEWA as mentioned below :
a. Residents’ Module
b. Service Centre Module
c. CPWD Management Module
d. Call Centre Module

These modules are explained in detail in subsequent sections :
The CPWDSEWA has been planned by CPWD Management, for which software has been designed and developed by National Informatics Centre, Government of India as per CPWD’s requirements. Besides the link on homepage of CPWD website with its URL http://cpwd.gov.in, the website of CPWDSEWA can also be accessed through URL http://cpwdsewa.gov.in.

Under this module, an occupant can lodge one’s complaint in respect of residential or non-residential buildings being maintained by CPWD.

The occupant is enabled from anywhere using either CPWDSEWA website or 24 x 7 Call Centre service.

A. Complaints :
a. Registration of Complaint :
The type of complaints (i.e. Residential or Non-residential) can be selected after log-into CPWDSEWA website from the drop down menu shown at left panel of the screen.
The complainants have been given options of selecting a residential quarter or non-residential building by different options like house details, service centre, building name, general search or mobile number. The complainants can choose any of the above options based on the information available with him. The sample ‘complaint lodging screen’ is shown herein below.
Click the “Continue” button to proceed to the next page where the screen appears
The resident may choose their preferred day of attendance including preferred time of attendance against the complaint lodged. Upon click of the Submit button the following confirmation screen appears with the UNIQUE Complaint Number Auto-Generated by the system.

b. Status of complaint :
There is a facility to get the status of complaint online by two options :
** By complaint number; and
** By entering particular building/quarter and then selecting complaint number.

A sample complaint number 1107700 is checked for status through the Resident Module

Click the submit button, upon which the below STATUS screen appears

c. Complaint History :
The residents can get the complaint history in respect of their particular quarter in specified time period as per the options shown under this category.

Click the Submit button after choosing the respective house details and specifying period of complaints.

d. Feedback :
Once the complaint gets attended by the respective CPWD Service Centre, the resident can proceed to give their feedback. In this process, the residents may be allowed to enter either the complaint number or proceed to locate the particular complaint lodged by going step by step and enter the feedback. Feedback can be given in three different modes as under :
1. Satisfied with the work done;
2. Not satisfied with the work done; and
3. Attended but claimed to be not attended by the Allottee.

A sample Feedback Registration submitted through the option Feedback – For a Quarter – Locate the House – Locate the Complaint upon which Feedback to be given – click the submit button.

e. Reactivation of an unsatisfactorily attended Complaint :
Choose any one of the Feedback option and click Submit button. If the options Not Satisfied with the work done or Attended but claimed to be not attended by the allottee is chosen, there will be option to RE-ACTIVATE the same complaint once again.
Upon which the Service Centre worker against that particular complaint may again visit the house and get the complaint done properly. By this method, lodging of same complaints again and again is avoided by the system.

B. Major Complaint :
Under this category also, the residents can see the status of any of the complaints lodged by them that has been converted to a major category by the respective CPWD Service Centre. The status can be known either by entering the complaint number or by logging the particular quarter/ building. A sample Major complaint Number has been typed in the textbox and its details are shown after clicking the submit button as under.

Similarly, a sample quarter has been selected either by mentioning part or full name or step by step by selecting city, service centre and then selecting particular quarter maintained under a service centre with its Major Complaints and its details, which are shown after clicking the submit button.

C. Complaint types :
Under this option, the residents can view the detailed list of complaint types in respect of Civil, Electrical and Horticulture. The residents can select any item at the time of lodging the complaint under three categories. They can also lodge multiple complaints as per requirement. The list of complaints in categories of Civil, Electrical and Horticulture is given in Appendix-I

D. Contact CPWD officers :
The residents can find the name of the officers looking after the maintenance of particular Service Centre / building right from Junior Engineer upto Chief Engineer. They may select the City and the Service Centre Name as shown below, and then click the Submit button.

The telephone numbers and e-mail addresses are also available on CPWD Website. With these features available on Resident’s Module and CPWD Website, the residents need not go now physically to service centre. Rather, they can now lodge the complaints online, know status of registered complaints, give their own feedback on attended complaints and contact the officers with the information available online.

Service Centre Module :
This module is created basically for looking after the complaints handled at the operational level i.e. Service Centre. Three digit service centre codes have been generated for different residential colonies and non-residential buildings. The database of assets being maintained by CPWD are available service centre wise. Each service centre has been allotted a Login ID and Password, which is within the custody of the JEs in-charge of that particular service centre.

A. Salient Features of CPWDSEWA :
a. A dashboard for a particular service centre appears as first screen on its Login to inform online numerical abstract of registered complaints assigned and remaining to be assigned to workers for that Service Centre. This is displayed to all three JEs / SO(Hort) ( i.e. Civil, Elect & Hort) in regard to all complaints under that Service Centre in a format as under :

Upon clicking the numerical 15 in above Numerical Abstract under Civil Complaints for the category Minor Complaints Not Assigned, a screen is displayed to JE, which a Junior Engineer can use for assigning the respective complaint to the worker instead of using the Sub-Menu options available in the left side pane.

A sample screen upon clicking 5 in afore displayed Numerical Abstract under Electrical Complaints for the category Minor Complaints Assigned.

Using these screens, the respective complaints can also be shown as Attended against the worker to whom it was previously assigned, instead of going to the Sub-Menu options found in the left side pane.

b. Colour Coding of Complaints is used in all the screens to facilitate in differentiation by the JE concerned between type of Complaints and assignment of tasks to be done with respect to Assign / Attend Complaints.

c. Benchmark Reports Analysis made possible :
For the Service Centre logged in, Benchmark Reports are displayed as under

The JE could choose the Category of discipline i.e Civil / Electrical / Horticulture or All Category, analysis for the Benchmark Period chosen by the JE is displayed as on next page

B. Responsibilities of the Service Centre :
a. Complaint Entry by Service Centres – Data Entry Menu is utilized by Service Centres, There is a provision of lodging single or multiple complaints in the system. This is the only mode of complaint entry available to service centre, where Call Centre Service is not yet activated and/ or where complaints are directly received and entered at the designated service centre.

In Delhi, normally the complaints are being received and entered by Call Center, so this menu is generally required to be operated only in exceptional cases by the service centres.

b. Workers’ List Update :
Keeping the updated list of workers of that service centre in CPWDSEWA, which is used for their attendance and assignment of complaints directly into the system by concerned Junior Engineer.

c. Keep Database of Service Centre Updated :
i. In respect of quarters under the maintenance under its jurisdiction.
ii. Adding/updating the workers list,
iii. Change the password,
iv. Service centre profile,
v. List of respective maintenance officers, their contact numbers
vi. Information related to allottees.

d. Updation of Complaints :
Online update on a REALTIME basis of the status of complaints of his own discipline (i.e. Civil, Elect or Horticulture) soon after the complaint is registered, assignment to a worker, soon after the complaint reported as attended or disposed off.

This is done by him by selecting the various options like :
i. Assign Complaints;
ii. Attend Complaints;
** Convert Complaint received to
** Disowned by Allottee;
** Major Complaint;
** Non-CPWD Complaint;
** Door Found Locked-1;
** Door Found Locked-2;
** Door Found Locked-3;
** Not Admissible Complaint; and
** Periodic/Upgradation Complaint,

Non- updation of status on a REALTIME basis would result in reflection of inactive and non-responsive disposal of Complaints on the website resulting in flood of queries from the Residents, CPWD Management Officials and the Call Centre.

C. MIS Reports :
Service Centre has been empowered for its own jurisdiction through the CPWDSEWA to generate MIS reports in different formats for monitoring and taking corrective actions, if any, by the JE concerned.

These MIS reports include :
a. Reports related to complaints :
i. Lodged, pending & disposed off
** On a particular day
** During a specific period
ii. Pending for more than specified number of days,
iii. Numerical abstract
iv. Status Report

b. Residents’ Feedback Reports categorizing as :
i. Satisfied with the work done
ii. Not Satisfied with the work done;
iii. Attended but claimed to be not attended by the Allottee; and
iv. Delay in assigning

c. Reports Related to Workers :
i. Assignment, pendency and disposal of complaints.
ii. Attendance Report for a specified period.
iii. Attended but reported by user as unattended.

d. List of houses :
i. Repeatedly lodging same complaints beyond a specified number of repetition.
ii. Vacated, occupied during a specified period
iii. With period of vacation/ occupation history
iv. Occupation/ vacation report. Duplicate, if needed, at any time

e. Non-CPWD complaints identified helps in analyzing the number of complaints received which do not pertain to CPWD vis-à-vis the total complaints received.

f. Comments of senior officers on the disposal of complaints,
These MIS reports available on the CPWDSEWA are self-explanatory.

D. Bulk conversion to Major Service Requests :
Bulk Conversion of the normally registered complaint to major complaint and their bulk disposal can be updated by the JE through Bulk Updation option available in the system. Also MIS reports for major complaints can be generated for a specified period. These could be by number, numerical abstract of major complaint and year wise abstract of major complaint.

Time to time MIS reports are needed to be generated to review the pendency of major complaints for appropriate taken at appropriate level within CPWD.

E. Inventory of Items Issued Quarterwise :
The JE in charge of maintenance of residential accommodation maintain and update list of inventory items issued for a particular house and generate reports for the same. Inventory for a service centre, as a whole, can also be maintained in the system and reports can be generated accordingly.

F. Help :
Under this menu, various options are available which are :
a. Service Centers in CPWD – This shows the list of all the service centers in a particular station with name of city, service center code and service center name.
b. Quarters List with Allottee details – This shows the quarter code, quarter address, name of the allottee, designation, department and phone numbers
c. Quarters with codes – This shows quarter code, quarter address, block, pool, date of occupation and date of vacation.
d. Workers with codes – This shows the worker code, name of worker, designation and category
e. Type of complaints – The category wise different items of complaints are listed under this sub-menu.
f. Type wise quarters – The type of quarters, No. of quarters, quarters occupied and quarters vacant can be seen for a particular service center in numerical format.
g. Pool wise quarters – Under this category, pool wise quarters, their numbers, occupancy, and vacancy position can be seen in abstract form.
h. Contact CPWD Officers – This sub-menu shows the list of CPWD officers, their name, designation, telephone number, e-mail addresses from JE to CE level.

The JE responsible for a particular service center must ensure that all the relevant information is available in the category and he shall take action to update the same.

For More Details, Click Here :
https://www.indianjobtalks.in/uploads/16400-userguide.pdf