The Inner Mongolia Telecom Consumer Appeal Management System

At present, the Inner Mongolia Communications Authority’s management of the Telecom consumer appeals is still in the stage of the artificial management, which is mainly through answering the consumer’ complaints by the staffs of the 12300 Consumer Hotline. In this process, there is a problem that the data are incomplete, which will lead to errors or accidents occurring, in case of the avoid-less Human Factors. In order to further standardize the management, simplify the process of disposal of appeal, solve the complaints of users in time, as well as improve the consumers’satisfaction of the results of the disposal, the Inner Mongolia Communications Authority decides to apply the Workflow platform technology instead of the artificial management model via designing and developing a Telecom consumer appeal management system.The Inner Mongolia Telecom Consumer Appeal Management System mainly bases on the Workflow platform technology and proceeds the consumers’ appeal in the form of electronic worksheet. As an electronic worksheet closed-loop management system, the main functions of the system include acceptance, audit, distribution, processing, feedback and evaluation of electronic worksheets. At the same time, the functions of monitoring, query and statistic of worksheets are required during the whole process.After the exploitation of the System through adopting B/S structure and JAVA language, the improvement and perfection of the System have been finished via tests. As a participant of the exploitation, improvement and perfection of the System, I have participated in analyzing the results of investigating the System requirements, designing the architecture, database, function sub-modules and certain page designs of the System, along with developing sub-modules of the system management. And then I have been in charge of the test of the System.