International Research Journal of Engineering and Technology (IRJET) e-ISSN: 2395-0056 Volume: 06 Issue: 01 | Jan 2019 www.irjet.net p-ISSN: 2395-0072 © 2019, IRJET | Impact Factor value: 7.211 | ISO 9001:2008 Certified Journal | Page 1833 Analyzing and Implementing a System For Reporting, Follow Up and Resolving of Complaints Angham AL Abbas 1 , Khadeeja Alzayer 2 , Alreem Alkhaldi 3 , Mutasem k. Alsmadi 4 , Muneerah Alshabanah 5 , Daniah Alrajhi 6 , Ibrahim Almarashdeh 7 , Mohammed Tayfour 8 1-8 Department of Management Information Systems, College of Applied Studies and Community Service, Imam Abdurrahman Bin Faisal University, Al-Dammam, Saudi Arabia. ---------------------------------------------------------------------***---------------------------------------------------------------------- Abstract – In every aspect of life either it is personal or professional we use internet. It makes life easier, and overcomes unsatisfactory and unacceptable services or issues on various fields. We can use online complaint management system which is considered as an essential part of quality services. Complaints and compliments are valuable sources of information that organizations can use it to improve program delivery and service. “A web system for reporting, follo w-up and resolving of complaints” is a web application analyzed and developed for managing various complaints in any place such as universities, hospitals shopping centers, damaged roads, unwanted load Shedding or sewerage proble…. etc. This work aims to make complaints easier to be reported, coordinated, monitored, tracked and resolved, and to provide governments with effective tool to keep records of complaint data, to use them for identifying problem areas and to improve services. The proposed work was designed and implemented using the Unified Modeling Language (UML), Microsoft Access 2010 and Visual Studio-ASP.NET programming language. Key Words: Complaint Handling, Complaint Management System and Unified Modeling Language (UML). 1. INTRODUCTION Today's development cycles for web-applications such as Portals and Marketplaces are short, and getting shorter with continuous improvements and enhancements as new requirements and features become apparent. Therefore, developing “Web Services” using the “Service-Oriented Architecture” paradigm is a widely accepted concept. On the other side, most of user’s complaints are apparent when a system has inappropriate communication between the organizations, their employees and customers (Citizens). Poor communication can result in poor services or products being provided by the organization or Government. Whilst concentrating on the topic of complaint handling, organizations can achieve an efficient success factor by increasing their user satisfaction and their loyalty. Therefore each organization needs to develop its internal and external communication towards its staff and customers to achieve success. Although appropriate communication can reduce user dissatisfaction; it cannot eliminate complaint [1-3]. For a Social Solidarity, there is a need for a Complaint Management System in order to deal with complaints concerning their food quality or delivery service … etc. Every day Citizens complaint to staff of the service department because of feeling dissatisfied. No matter direct or indirect accusation to any staff, such as face to face complaint, telephone complaint, complaint letter, and message on the web, all the complaints should be accepted and properly cared for. The resolution of the complaint might be economic compensation, improving service and so on. Also it should weight this complaints i.e., weak complaint or strong complaint and take respective measures in order to prioritize handling of complaint. However, many investigations have been done on the topic of e-complaint system, only one researcher focused on using SOA in e-Complaints System to improve relation between Citizens and Government. The Researcher believes using SOA in e-Complaint Systems can bring more flexibility for complaint departments to change their complaint services [2]. The purpose of our project is solving issues on various fields. We face various kinds of problems in our day to day life. Sometime there is a damaged road, unwanted load Shedding or sewerage problem. We don’t know where to complain or where to inform. We tried to build a system where anyone can give information or give complain about this type of problems. Anyone can complain to authority just through a simple web application. User can complain through registration or without registration. There will be phone number to identify the user or complainer. User will be notified after receiving the complaint via email. Authority will be notified about the problem. After taking the required action the complainer will be notified again through email or text on phone. By this application we are trying to solve some problems we face on daily life, hoping that it will help a lot of people. The reset of the paper is organize as follow; related work will be described in section 2, methodology of the proposed work will be illustrated in section 3. Database Construction and Testing will be illustrated in section 4. Interface Design will be illustrated in section 5. Results will be discussed in section 6. Finally, the conclusion is presented in section 7.