Development of Smart Complaint Management System (SCMS) for Residential Buildings/ Dwellings

Abstract

The significance of Complaint Management System (CMS) practices has been highlighted by multiple studies, which are now considered standard in the administration of buildings in industrialized nations. Despite advancements in CMS technology and its integration across multiple public sectors, extended complaint response times, paperwork and manual processes and the integration of owners, managers, and end users remains a challenge. The aim of our study is to develop a prototype Smart Complaint Management System (SCMS) by conducting a pilot study that focused on identifying and understanding the limitations of Conventional Complaint Management system (CCMS) practices in Pakistan. Identification of significant deficiencies in (CCMS) practices in Pakistan is carried out through literature review, open ended survey from stake holders and by analyzing CCMS in vogue. This has led to identification of 7 x Key Factors including user satisfaction, response time & paper free environment etc., which carved the basic framework for development of the Smart Complaint Management System (SCMS). To develop a prototype SCMS, inventory of 8 x Houses was compiled manually and by using 'React JS' for developing the Front-end and 'Node JS' for developing the Back-end of this web-based prototype SCMS. Other softwares used in developing SCMS are Chart JS (for charts), Bootstrap & MUI Theme, QR JS Library, Google Maps (links only), Sequlize (for database connectivity) and MySQL (database). The prototype SCMS integrates complaints, complainants, service provider and management team. The development of the prototype SCMS is driven by the objectives of enhancing user satisfaction, minimizing response time, and fostering a paperless environment. To validate prototype SCMS and with a view to identify its significant differences from CCMS, a case study on 8 x houses maintained by military engineering services (MES) Risalpur has been conducted. A total of 42 x complaints were launched by 8 x users in 6 months by using CCMS and prototype SCMS. A user feedback performa comprising 11 x questions was circulated amongst 71 x stockholders. Response so received was statistically analyzed using existing statistical analysis methods and procedures in vogue. Results so achieved tilted towards validation of alternative hypothesis, stating that prototype SCMS performed better than CCMS in achieving enhanced user satisfaction, response time reduction and providing paper free environment. Prototype SCMS termed as SCMS after validation also provides additional features such as increasing control of management team on resources, improving productivity of service provider. SCMS serves as a twilight for revolution in CM industry. Managing mega projects including large houses societies, industries, hospitals, educational institutions, cantonment boards remotely and efficiently become possible by using this SCMS.