PROTOTYPING A COMPLAINT MANAGEMENT MODULE

par Gabriela Ochoa, Dougoukolo Konaré, Guy Leclerc et Luca Rossi

The 5th World Multiconference on Systemics, Cybernetics and Informatics ISAS/SCI

22 au 25 juillet 2001 Orlando, Florida, USA

This paper describes several features of the Complaint Management Module (CMM), a prototype developed to illustrate the concepts presented in the previous papers. The CMM is a component of the SIGEC designed to follow each complaint processed by a municipal government, to provide information to these involved in finding and implementing a solution and to give feedback to city administrators to assess the performance of the procedure. The CMM is divided into of several units each associated to a task of the CM procedure. It begins when a resident enters a complaint by phone or by Internet followed by an analysis conducted to check if this new complaint relates to a new problem or to one already identified by previously filed complaints. If not, the new complaint receives a priority based on its social and health impacts and is routed to the department most likely to take care of this complaint. Solutions are proposed and one is chosen for implementation. The intervention is programmed, the work executed and information fed back in the complaint database. These tasks and their corresponding units constitute the backbone of the CMM. Other units follow the progress of a complaint in the CM procedure or trigger progress report or statistical analysis of on-going or completed interventions. This paper illustrates the treatment of several and different complaints discussing their characteristics and explaining which users interfaces, IDSS and SIDEX are activated in these particular applications of the CMM

Pour l'extrait complet, faire la demande ŕ Samuel Pierre.

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