CORPORATE ONLINE COMPLAINT PORTAL

Chapter 1

INTRODUCTION
1.1 Project Description

It is multi user and a user can register once and post any number of issues in their
locality. It will provide a common man to deliver his complaints and problems to municipal
authority provides a complaint module which helps clicking up a picture of any problem that
people are facing and upload its image along with the complaint. In India we don’t have any
direct communication between the government and public in an efficient way for solving the
problems. That is for getting a problem solved in our place we have to bribe the officials and get
them solved in two months which can be solved actually in one month of time. In order to make
the goal of NIC come true we are going to develop a system which will be able to provide the
complete information to the public at any point of time regarding the problems. They are facing
currently and what is the impact of it and then how effectively the funds are utilized for the
development purpose can be known by public which also includes the online discussion forums
and feedback forms which will help them to communicate well with the government.

1.2 Objective of the Project

Development of on online complain portal that facilitates user to raise a complain to
respective department. This work is unique and makes special contributions to our society in
terms of developing an online complain portal that helps them solve their issues .It also adds up
some components like once the user post the complain any other user can view the complain and
add their comment to same post. It is going to be a bridge between corporate and users.
Receiving complaints, providing status of complaint Distribution of related problems among
different departments at higher speed it can be automated saves time and searching is faster.

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Chapter 2

REQUIREMENTS AND ANALYSIS

2.1 Existing System:

In earlier existing systems, one must visit the office and complaints given through written
statement. Based on the priority, the complaint can be submitted in drop box or directly to the
commissioner or the concerned department, which may take physical effort and time consuming
task. In this existing system, one cannot get any acknowledgement that the complaint has been
received. Guarantee for problem solution is given through verbal communication. Hence, it is not
meant for problem.
As we all know, we are facing many problems in our daily life that are not fulfilled by the
government workers on daily time basis. The problems could be like sewage and drainage
problems, power cuts, street lightings, man holes, problems in the road structure or the levelling
of the roads and water supply problem etc. These problems occur in a day to day basic of life in
the Society and the Government workers fail to solve these problems time to time and cause a
delay in the work and that makes delay in serving the people of the Society. These problems are
all occurring because of the lack of communication medium between the Government workers
and the people of the Society. That is because that the people of the Society can contact the
particular Government worker either through letter medium or by visiting them directly in person
in their place.

2.2 Proposed System:

In order to solve the problems being faced in the Society by the people, we need to make
an easy way to the people of the society such that they can contact the particular Government
officer to help the people to solve their problems. We are making a web based application or an
online portal through which people can post the problems that are being based on the daily basis
in the Society by clicking pictures of them or by making a video recording of the problem or by
just posting a text message through the post to the particular Government worker by making
them notice about the problems that have been occurring in the society without their notice and
that are being faced by the people. The people will now have the time to share the problems and

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request for the solution from the particular Government worker without any hassle or time
consuming and making their day go in vain by aborting other personal problems in their life.

After taking considerations about the problems faced in the Society by the people
because of the lack of involvement of the Government workers. We have a made a implemental
project by making a web based application for making people easy to share the problems being
faced in the Society on time to time and reporting them to the Government workers so that they
can help the people of the Society by solving the problems that are being faced by the people of
the Society. Nowadays quite undeniable that the internet has revolutionized the world since its
effect will soon spread into lives of everyone at all levels. Unfortunately, there is no such web
application to raise the everyday social issues we are facing in our locality. The explosive growth
of the internet has given place to creations of these kinds of online portals to resolve user needs.

2.3 Hardware Requirements:

Processor: Intel Core Duo 2.0 GHz or More

Ram: 1 GB or More

Hard disk: 80 GB or more

Monitor: 15” CRT. Or LCD Monitors

Keyboard: Normal or Multimedia

Mouse: Compatible Mouse

2.4 Software Requirements:

Front end: Html CSS

Bootstrap JavaScript

Back end: PHP and MYSQL

Operating system: Windows 7,8,10

Local server: XAMP Server

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2.5 Analysis:

2.5.1 Use Case Diagram:

2.5.2 Dataflow Diagram:

2.5.2.1 Context Level Data Flow Diagram

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2.5.2.2 Search Process

2.5.2.3 Login Process

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Chapter 3

SYSTEM DESIGN

3.1 Entity Relationship Diagram:

3.2 Database Techniques:

3.2.1 SQL Server:

SQL (Structured Query Language) is a domain-specific language used in programming

and designed for managing data held in a relational database management system (RDBMS), or
for stream processing in a relational data stream management system (RDSMS). In comparison
to older read/write APIs like ISAM or VSAM, SQL offers two main advantages: first, it
introduced the concept of accessing many records with one single command; and second, it
eliminates the need to specify how to reach a record, e.g. with or without an index.
Originally based upon relational algebra and tuple relational calculus, SQL consists of a
data definition language, data manipulation language, and data control language. The scope of
SQL includes data insert, query, update and delete, schema creation and modification, and data
access control. Although SQL is often described as, and to a great extent is, a declarative
language (4GL), it also includes procedural elements.

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SQL was initially developed at IBM by Donald D. Chamberlin and Raymond F. Boyce in
the early 1970s.[14] This version, initially called SEQUEL (Structured English Query
Language), was designed to manipulate and retrieve data stored in IBM's original quasi-
relational database management system, System R, which a group at IBM San Jose Research
Laboratory had developed during the 1970s.[14]The acronym SEQUEL was later changed to
SQL because "SEQUEL" was a trademark of the UK-based Hawker Siddeley aircraft
company.[15]
In the late 1970s, Relational Software, Inc. (now Oracle Corporation) saw the potential of
the concepts described by Codd, Chamberlin, and Boyce, and developed their own SQL-based
RDBMS with aspirations of selling it to the U.S. Navy, Central Intelligence Agency, and other
U.S. government agencies. In June 1979, Relational Software, Inc. introduced the first
commercially available implementation of SQL, Oracle V2 (Version2) for VAX computers.
The SQL language is subdivided into several language elements, including:
Clauses, which are constituent components of statements and queries. (In some cases, these
are optional.)[17]
Expressions, which can produce either scalar values, or tables consisting of columns and rows
of data
Predicates, which specify conditions that can be evaluated to SQL three-valued logic
(3VL)(true/false/unknown) or Boolean truth values and are used to limit the effects of statements
and queries, or to change program flow.
Queries, which retrieve the data based on specific criteria. This is an important element of
SQL.
Statements, which may have a persistent effect on schemata and data, or may control
transactions, program flow, connections, sessions, or diagnostics.

every platform, it is defined as a standard part of the SQL grammar.

to format SQL code for readability.

3.2.2 Normalization:
Definition: Normalization is the process of efficiently organizing data in a
database. There are two goals of the normalization process: eliminating redundant
data (for example, storing the same data in more than one table) and ensuring data
dependencies make sense (only storing related data in a table). Both of these are
worthy goals as they reduce the amount of space a database consumes and ensure
that data is logically stored. There are several benefits for using Normalization in
Database.
Benefits:

a. Eliminate data redundancy

b. Improve performance
c. Query optimization
d. Faster update due to less number of columns in one table
e. Index improvement

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There are different types of normalizations form available in the database.

1. First Normal Form (1NF):
First normal form (1NF) sets the very basic rules for an organized database:

 Eliminate duplicative columns from the same table.

 Create separate tables for each group of related data and identify each row with a
unique column or set of columns (the primary key).
a. Remove repetitive groups
b. Create Primary Key
2. Second Normal Form (2NF):
Second normal form (2NF) further addresses the concept of removing
duplicative data:
 Meet all the requirements of the first normal form.
 Remove the subsets of data that apply to multiple rows of a table
and place them in separate tables.
Create relationships between these new tables and their predecessors through
the use of foreign keys.
Remove columns which create duplicate data in a table and related a new
table with Primary Key – Foreign Key relationship

3. Third Normal Form (3NF):

Third normal form (3NF) goes one large step further:
 Meet all the requirements of the second normal form.
 Remove columns that is not dependent upon the primary key.

4. Fourth Normal Form (4NF):

Finally, fourth normal form (4NF) has one additional requirement:

 Meet all the requirements of the third normal form.

 A relation is in 4NF if it has no multi-valued dependencies.

If PK is composed of multiple columns then all non-key attributes should be derived

from FULL PK only. If some non-key attribute can be derived from partial PK then
remove it. The 4NF also known as BCNF NF.

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Chapter 4

IMPLEMENTATION AND RESULTS

4.1 Algorithms:
Index:
1. Include header.php.
2. Add background Image.
3. Add heading welcome to municipality.
4. Add subheading online complaints.
5. Add the buttons view complaints and post complaints.
6. Include footer.php.

Header:
1. Include dbconnect.php.
2. In the top header bar add face book, twitter, instagram, linkedin Icon and
reference to face book page, twitter page, instagram page.
3. In the bottom header bar.
4. If the session is for user.
5. Add dashboard, post complaints, my complaints, logout and respective
links to them.
6. Else if the session is for admin.
7. Add home, all complaints, logout.
8. Else
9. Add home, signup, login, post complaint and respective links to them.

dbconnect:
1. Store host name, database user name, database user password, database
name in respective variables.
2. Call mysqli_connect with the host name, database user name, database
user password, database name to connect to the database.
3. If connection failed die with mysqli_error.
4. Assign variables for index address, user login, user dashboard, admin
dashboard, admin login, view complaints, complaint lists respectively.

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User signup:
1. Start session for user.
2. If time out then redirect to web_user_dashboard.
3. Include header.php.
4. Read user name and assign it to a variable using post method.
5. Read user email address and assign it to a variable using post method.
6. Read user phone number and assign it to a variable using post method.
7. Read user password and assign it to a variable using post method.
8. Check if the email address is already registered.
9. If email address is already registered then,
10.Show that the email address is already registered and please login.
11.Else insert the user name, user email address, phone number, password to
the users table and show successfully registered.
12.Include footer.php.

User login:
1. Start session for user.
2. If time out then redirect to web_user_dashboard.
3. Include header.php.
4. Read the user email address and user password from post method and
assign them to respective variables.
5. Check whether the given email address and password are matching with
the values in the user table.
6. If true successfully login to the user account and open user dashboard.
7. Else show incorrect credentials.
8. Include footer.php.

Admin login:
1. Start session for admin.
2. If time out then redirect to web_admin_dashboard.
3. Include header.php.
4. Read the admin email address and admin password from post method and
assign them to respective variables.
5. Check whether the given email address and password are matching with
the values in the admin table.
6. If true successfully login to the admin account and open admin
dashboard.
7. Else show incorrect credentials.
8. Include footer.php.

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Complaint lists:
1. Include header.php.
2. Select all complaints from the posts table.
3. Display the title, area name, department and post status of all the posts
as a table.
4. Hyperlink all the titles with the corresponding view complaints page.
5. Include foote.php.

View complaints:
1. Include header.php.
2. For the selected post title select all the details from the posts table.
3. If the post details are found then
4. Display the post title, post description, post image, department, post
status.
5. Else display no complaints found.
6. Include footer.php.

Under user login:

(i) Post complaint:

1. Include header.php.
2. Start session for user.
3. Read the post title, post description, post image and select area and
department.
4. And insert post details to the posts table.
5. Show that the post was successful.
6. Include footer.php.
(ii) My complaints:
1. Include header.php.
2. Select all the post from the posts table for the corresponding user.
3. Display the post id, title, post status and options such as view, edit,
view reply, delete.
4. In view, display the post details.
5. In edit, edit the post details.
6. In view reply, view the reply from admin.
7. Delete the post.
8. Include footer.php.

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Under admin login:

(i)Replay post:

1. Include header.php.
2. Select all the post from the posts table.
3. Display the title, area name, department, post status and options such
as view and reply.
4. Under view, view the complaints.
5. Under reply, reply from the admin.
6. Include footer.php.

Footer:

A small description about the municipal corporation and copy right.

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4.2 Results:

4.2.1 Snapshots:

Fig.4.2.1.1 Index page

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Fig.4.2.1.2 User Signup page

Fig.4.2.1.3 User Login page

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Fig.4.2.1.4 Post complaint

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Fig.4.2.1.5 My complaint

Fig.4.2.1.6 User complaint list

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Fig.4.2.1.7 View reply

Fig.4.2.1.8 Admin login page

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Fig.4.2.1.9 All complaints lists for admin

Fig.4.2.1.10 View complaint details

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Fig.4.2.1.11 Reply to the complaint from admin

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Conclusion and future enhancement:

Conclusion:

 Corporation online complaint portal, allows people to complaint their

problems online from any place and any time.
 Corporation online complaint portal, allows people to know their
complaint status any time.
 As the people get instant reply from admin to their complaint they can
assure their problem will be solved.

Future enhancement:

 In future, we can add an option live status of the work.

 We can add option of live chat between user and admin.
 We can involve other related departments.

Bibliography:
1.Cho Y., Hiltz R., & Fjermestad J., “An Analysis of Online Customer Complaints:
Implications for Web Complaint Management.” in Proceedings of the 35th Hawaii
International Conference on System Sciences, Hawaii, (2002).
2. C.Chiao-Chen and C. Yang-Chieh, "Comparing consumer complaint responses to
online and offline environment”.Research, vol. 21, pp. 124-137, 2011.
3. K. Coussement and D. Van den Poel, "Improving customer complaint management by
automatic email classification using linguistic style features as predictors," Decision Support
Systems, vol. 44, pp. 870-882, 2008.
4. V. Bosch and F. Enriquez, "TQM and QFD: exploiting a customer complaint
management system," International Journal of Quality and Reliability Management, vol.22, pp.
30-37, 2005.
5. ESRAA ABD EL-AZIZ ABD EL-SADEK AFIFY, “A model for Customer
Complaint Management system using SOA”, Management Information System Department,
Modern Academy for Computer Science & Management Technology, CAIRO, EGYPT.

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