Complaint Handling System CHS 1 Background
Monthly Progress Report December 2013
Western I ndonesia National Roads I mprovement Project 53
• Facsimile
Facsimile channels using the fax number address of the CHU secretariat or the CTC-WINRIP office.
• Letters
The public can send a complaint letter to a PO Box address which is then forwarded to the CHU secretariat or the CTC-WINRIP office.
• E-mail
The Society can also send electronic mail e-mail of complaints addressed to e- mail address of the CHU secretariat or the CTC-WINRIP office.
• Website
And lastly, the people could use the WINRIP website which will then be forwarded to e-mail of the CHU secretariat or the CTC-WINRIP office.
Furthermore, all of the complaints from various channels inputted into the database through the CHS application. And further follow-up of complaints is performed by
using the CHS application.
2 Objectives
• Integrated with complaints channel from NGOs and the public.
• Collecting data and information of complaints from NGOs and public.
• Perform filtering and categorizing of complaints.
• Manage the flow of data and information exchange related complaints within the
scope of internal PMU and CHU.
Monthly Progress Report December 2013
Western I ndonesia National Roads I mprovement Project 54
3 System Development Methodology
4 System Assessment
a. Executing Institution •
The TPM Third Party Monitoring as a field supervisor and complaints reported.
• The PMU and the CTC-WINRIP as institutions that collect and
manage complaints and the results of follow-up. •
The CHU Complaint Handling Unit as an institution to follow up on complaints.
b. Complaint Categories Type of Complaint complaint categories based on the type of problem:
•
General Matters - Primarily related to errors of observation or procedure in accordance with applicable regulations.
•
Technical Matters - Primarily associated with low performance or do not qualify for the results of the physical work, including environmental
and social aspects.
•
Special IssueCorruption - Primarily related to the activities of corruption, fraud or collusion, coercion, and abuse of funds.
Monthly Progress Report December 2013
Western I ndonesia National Roads I mprovement Project 55
c. Application Mechanism
DESCRIPTION
1. Channel of complaints from NGOs and the public. 2. Filtering complaints by the PMU-WINRIP.
3. Coordination between the institutions to follow up complaints. 4. The process of clarification and follow up complaints.
5. Reply or advance notice by the PMU to the public. 6. Details of unit clarification follow Up to the PMU.
7. PMU continue follow-up to the Highways Directorate and the World Bank.
8. Submitting reports of follow-up complaints of Unit Follow-up to the PMU.
9. Forwarding report of the follow-up to complaints from NGOs and the PMU.
10. The process of investigation of special issuescorruption by Itjen PU. 11. Submission of the results of investigation of specific issuescorruption of
Itjen PU to DGH.
Monthly Progress Report December 2013
Western I ndonesia National Roads I mprovement Project 56
5 System Analysis
a. Needs Analysis
NO. NEEDS
RECOMMENDATION
1. Inputting
the new
complaint information Need to create a menu to inputting the data for
new complaint.
2. Create category of
complaint Setting up a facility to add and manage the
categories of complaint.
3. Change the existing
complaint information Provides a menu to change the existing
complaint information.
4. Delete the existing
complaint information Provides a menu to delete the existing
complaint information.
5. Create of complaint
report Prepare a plugin to convert list of complaints
into PDF file.
b. Module
The Application module are consists of the Complaint, Follow-up, Report, Categories and User modules.
6 System Design
a. Interface Design
1. Inputting Complaint of Form
Monthly Progress Report December 2013
Western I ndonesia National Roads I mprovement Project 57
2. List of Complaint Report
3. Editing Complaint of Form
4. Email Notification
Monthly Progress Report December 2013
Western I ndonesia National Roads I mprovement Project 58
b. Flow Chart
c. Database Tables
Tabel: pengaduan
1 id_pengaduan
int10 2
nama varchar255
3 organisasi
varchar100 4
alamat varchar255
5 telepon
varchar20 6
ponsel varchar20
7 email
varchar100 8
kategori_pengaduan varchar100 9
isi_pengaduan text
10 foto varchar100
11 file_scan varchar100
12 status int2
13 komentar text
Tabel: kategori_pengaduan
1 id_kategori_pengaduan int10 2 kategori_pengaduan
varchar100 3 penjelasan_kategori
text 4 email_unit
varchar255
Monthly Progress Report December 2013
Western I ndonesia National Roads I mprovement Project 59
7 Finalization
Currently the CHS application is still in development stage. To determine progress of development of the CHS application please check the URL:
http:chs.winrip- ibrd.com
.