BUSINESS Complaint Redressal PROCESS REENGINEERING System - MHADA

Submitted by: Vinit Thanvi Roll No: 125 MBA Tech Class of 2006-2011

COMPLAINT MANAGEMENT SYSTEM MHADA

Maharashtra Housing and Area Development Authority (MHADA) is a premier Housing organization established under MHADA Act No. xxviii of 1976. The enactment was to unify, consolidate and amend the laws relating to housing, repairing and reconstruction of dangerous buildings and carrying out improvement works in slum areas. MHADA works in multi-institutional environment in co-ordination with State Government and other planning and operating agencies. This requires well-thought-out intra and inter-institutional co-ordination. The following are the key functions of MHADA. y y y Providing houses in Maharashtra state. Giving clearance as well as redevelopment of urban & rural areas. Developing peripheral areas of existing urban & rural areas, commercial centers, new towns, and lands vested in the Authority. Repairing and reconstructing old and dilapidated Cessed buildings in Mumbai city Construction & Maintenance of transit tenements. Upgrading & improving civic amenities in slums. Providing Slum Housing schemes. Undertaking mass production of dwelling units. Acquisition of land for development & construction.

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y To under take the Deposit contribution Scheme In Internship at TCS, I was a IT consultant for MHADA. The organization was keen to implement reengineering of their processes as their processes were flawed and had huge leaks in the system. With BPR, MHADA aimed for complete transparency. The organization falls short on many requirements, some of them are: y y y y y Operate on multiple platforms Operate at multiple locations without any connectivity Are not integrated with each other Have limited functionalities Are designed to support the automation of some of the manual processes

Operates in an insecure environment

In the Management and Business Processes, the complaint redressal has a major role to play. Complaint redressal also includes some other genres like activation of deactivated membership, SRA allocation, codes verification a process with expiry after 5 years. The process is managed by a separate team having separate managers who are directly answerable to HODs of MHADA. They have the authority to raise amendments to be passed in the organizational structure. Out of the 5 non-official members on the structure at least 1 is from the election by the redressal cell.

COMPLAINT REDRESSAL SYSTEM:

MHADA is currently handling all the real estate and land (not lease) related issues of the state government. Various complaints may include basic necessity faults present in many of the places. There are various entities in the process: Complainant One who addresses the complaint ( in the form of a letter). Receiving Officer I Initial interface to the complainant. Fills the requirements according to the inputs provided in the form filled by complainant (a softy copy form). This is done at the end f day in bulk. Administration (Check I) Checks initial form data. Matches with the database. If the data present doesnt match, the complaint is cancelled and the complainant is informed via phone. Administration (Check II) If Admin I accepts the form, it is sent to the higher level officer who is the actual signatory authority if the form. The clause in MHADA includes, the reimbursement or field work clause. Categories of reimbursement or field work makes different roles for this officer. Signatories can address a bigger reimbursement of work to the higher authorities. Database Sorting Person (Server room) As the file is accepted, the form is sent through mail to the database server room. At this place a lookup mechanism is compiled making automatic sorting of the data with respect to the areas by using the GIS. This was exactly where my team was located a unit from TCS. Field Person As the form is updated, the field person is being informed about the complaint and the date for complaint redressal. The field person then meets the complainant and tries to sort out the issue. If it is successful, he informs the database management with a yes signal.

Otherwise the Administration Check I is again asked to interfere in the issue. The issue is then modified and sent to the higher authority for approval.

The various procedures included: A drop box procedure The box in which the complaints are being placed by complainants and verified by the Receiving officer I. After the form is filled by the complainant, the form is then made in a soft copy and mailed to the higher administration personnel. Database Sorting Procedure As the form is validated by administration, the database personnel has the job to then sort down the jobs as per the field person and update the dashboard for the field personnel to get to the job. Field Personnel Procedure As the field personnel is updated with the work and time, he blocks the list of appointments for any clash, as this is majorly manual procedure. On the date of visit, the personnel visits the place and tries to redress the complaint. If successful, he sends a YES to the Administration and the Database Personnel to strike off the form. If no, the same gets updated. STEPS: 1. Initially MHADA had a mechanism which was purely mechanism. The customer lodges a complaint for some issue. The complaint contains many of the credentials required for a nice identification for redressal purpose. The slip generated has the following features: a. Name: (including father/ spouse name) b. Address c. Verification Code: (input in the then present database.) d. Complaint Subject: e. Complaint Category: 2. As the form is sent to the Administration officer Check I, he sorts the applications and starts entry of the data in the software for updates. As the data gets entered, an automatic check is performed scanning the verification code. If the code is unable to be detected, the form is rejected and the complainant is informed. The work of this officer is to make the form in sync with the software present so as to maintain flow in business process. 3. As the form gets validated at first end, the senior officer who is responsible to attest the complaint is then asked to supervise the complaint. The work is to understand the needs of the complaint and use valid procedures as per the requirement. If the complaint is well above his authority, the form is sent to the directors. Majorly such complaints have legal procedures involved. 4. As the administration checker II provides an approval to the form, it is sent to the database room from where with the help of GIS and other tools, exact place and the field

personnel in charge are identified. Depending upon the seniority of the work, the personnel department is being updated. If the work is more technical, an expert is sent otherwise a clerk may also do the job. In case of the tenure, the personnel may also be updated with the total days it may take to complete the task. Particulars in the form provided to Field Personnel: a. b. c. d. e. f. g. h. Name: (including father/ spouse name) Address Verification Code: (input in the then present database.) Complaint Subject: Complaint Category: Complaint Seriousness/ Priority: Complaint Code: (sent to the customer via SMS) Synopsis of the complaint:

The procedure present here takes about 2-3 days for verification if no operational risk is involved. Also there is always a risk of overlapping in the tasks provided. In the case, the database server personnel just used to update the field personnel dashboard, the total time it may take but never thought of exact time when the job is to be done. A deadline of 10 days may become less sufficient, as the task may get overlapped with another one, hence made to wait in the queue. This lead to high wastage of resources, as the field personnel wasnt exactly able to sort out the work. Example: If the work was of 2 days and of A (highest technical) category, only 5 people were there. Now if the first 2 people were busy for next 2 days but have work from 5th day, 3rd and 4th were free but for 3 days and 5th one was free from tomorrow, the work may get jumbled between all of them as it may be of 4 days and 5th person who ideally would be free after 3 days wasnt provided the work. This lead to higher vulnerabilities. These 5 people are like 5 different offices and due to lack of computerization, they were never updated (dashboards here were just Google groups which were also developed pertaining to a branch or office). Another problem may arise when the form gets unplaced or gets destroyed in the database (the probability of this happening was very high). The TO-BE Process: As the process described above was cumbersome and had many points where the process can be crunched and modified as per the preference of the Administrators. Also there was no governing council governing the process prevailing. The council can also be a centralized repository where data could be stored in one format accessible to all the departments with a level of abstraction. Also in one place the parcel identification was not exactly provided in the check II level, this always provides a loop for new entrants directly entering level II without any initial checks, thus

promoting corruption. To explain it there was no master file created for the purpose. Master file was there but for the personnel hence it always was easy to attach some work to each personnel. But in the end the process, there has been inconsistencies in processes and optimization may lead to 50% or more cost cutting as well as transparency leading to lower misuse of resources. Another disadvantage was the absence of single line technology in MHADA. With reengineering, this has to be developed so as to develop defect free compliant redressal system. They also had to develop a good collaboration suite to have efficient flow of information in the system. Single line Technology: y y y Required skills not available in MHADA to manage applications on multiple technologies. Running and maintaining applications on multiple technologies require additional efforts and may become a costly proposition in the long run. Integration will continue to be a major issue as and when any change is to be incorporated.

The Collaboration Suite (Messaging Solution): y y y To have better communication within the organization as well as external world. Employees used commonly available Messaging Systems such as Gmail, Yahoo and Hotmail. These require Internet connectivity and may pose security threats. Hence Lotus Domino Notes was installed.

Master file Creation Master files for the new applications need to be created. In the case of existing databases, migration and enhancement would be required. New Reengineered Process: Post reengineering, the entities like Check I and II need to be eliminated and database to personnel management should get centralized instead of dispersed (by using GIS effectively). In this case Check I and II are Type III activates which in general create no value (just subprocesses) hence can be eliminated to increase performance and reduce lead time. Also there is a requirement of transparency with dashboards to be replaced by Lotus servers. This will be of help as being Intranet, there is very little requirement of Internet also this dashboard would be non-penetrative as in respect to Gmail and other groups. Also only authorized people will be allowed access to the portal. Also this may solve the problem of centralization of the reports. This is because, Lotus would broadcast the request to all the participants who being in any part of the world are linked locally.

New process may have the following entities:

Complainant: a) Online: A Complainant can using the website lodge his compliant online by entering in the details in the form provided. b) Offline: He can visit the office and fill the form. A representative will help him in filling the form. By this the complainant and the administration both will be able to know the correctness of the form which initially was filled by Check I not the complainant himself. Hence any operational risk at this point was rejected. Also initially the form was filled after it was submitted to the check I. Now it is filed online or at the same time in assistance of the representative.

Server Process: This process is the exact flow of the form from the initial stage to the final stage where it is being uploaded on the Lotus with exact address and the field of problem. As soon as the online complaint is launched, the server process goes in looking and mapping the verification code of the complainant (a two step process validation of code then mapping for exact field personnel area with GIS). As the code is matched, all the details of the complainant are displayed. This is a total computerized process now working on FIFO method and hence cant be modified. This has lead to tremendous release of corruption and time wastage. Also there were always human errors involved in the process. A small job with low priority and a high job with high priority were to be separated. Hence a special link is activated by the server itself without any external help. Check II used to use this to fasten some complaints and slow down some other. Field Personnel: As soon as the complaint form is uploaded on the lotus dashboard, personnel of that area with that expertise are informed. If some one is free of any job in that time of will be free before others, will be assigned the work. This is the best fit test and hence more efficient the first fit where inefficiencies used to crop up. This procedure takes not more than 10 minutes before it is updated on the dashboard. Thus reducing the cost of labor as well as saving precious time.