A PROJECT REPORT ON
COMPLAINT MANAGEMENT IN MUNICIPAL CORPORATION SYSTEM
SUBMITTED BY
Ms. NIKITA SANJAY WANI
FOR THE YEAR
(2017-2018)
Under the guidance of
Mrs. PRANALI CHINDARKAR
KERALEEYA SAMAJAM (Regd.) DOMBIVLI’S
MODEL COLLEGE
Accredited Grade ‘A’ by NAAC
SUDAMA NAGAR, MIDC RESIDENCE AREA, DOMBIVLI (EAST)
ACKNOWLEDGEMENT
This dissertation report would not have come into reality without the able guidelines,support and wishes of all those who stand by me in the development.I wish to give my special thanks to my guide,Prof.Pranali Chindarkar,for her enthusiastically.Despite her busy schedule,she was always available available to give me advice,support and guidance during the entire period of my project.The completion of this project would not have been possible without her encouragement,patient guidance and constant support.

I am thankful to Co-ordinator Mrs.Jyoti Samel for her guidance,encouragement and support during my dissertation.I would like to mention that she was instrumental in making available all resources throughout the project. I am highly indebted to her for giving the kind support.I would like to thank our Principal and Vice Principal for their encouragement and for providing an outstanding academic environment,also for providing adequate facilities.

Last but not the least,I would like to thank all our friends and our family for their support,motivation and encouragement.

Date:
(Ms.Wani Nikita Sanjay)
DECLARATION BY THE STUDENT
I NIKITA SANJAY WANI hereby declare that this project report entitled as COMPLAINT MANAGEMENT IN MUNICIPAL CORPORATION SYSTEM has been prepared by me towards the partial fulfilment of the requirement for the award of the Bachelor of Information Technology(Bsc.IT) Degree under the guidance of Mrs. Pranali Chindarkar.

I also declare that this project report is my original work and has not been previously submitted for the award of any Degree, Diploma, Fellowship, or other similar titles.

Place:
Name:
Signature:
Date:
EXECUTIVE SUMMARY
OBJECTIVE OF THE PROPOSED SYSTEM
To transform the existing manual system into well-organized computer system which maintains data efficiently.

To provide security to the data, by means of authorizing users. Basically this software is being developed for the Citizens.

To collect valid information by providing necessary validations.

To generate reports and receipts based on collected data.

To provide User Friendly Interface.

RESEARCH METHODOLOGY
SPIRAL MODEL
The spiral model is similar to the incremental model, with more emphasis placed on risk analysis. The spiral model has four phases: Planning, Risk Analysis, Engineering and Evaluation. A software project repeatedly passes through these phases in iterations (called Spirals in this model). The baseline spiral, starting in the planning phase, requirements are gathered and risk is assessed. Each subsequent spiral builds on the baseline spiral.

Diagram :

Planning Phase: 
Requirements are gathered during the planning phase. Requirements like ‘BRS’ that is ‘Business Requirement Specifications’ and ‘SRS’ that is ‘System Requirement specifications’.

Risk Analysis:
In the risk analysis phase, a process is undertaken to identify risk and alternate solutions.  A prototype is produced at the end of the risk analysis phase. If any risk is found during the risk analysis then alternate solutions are suggested and implemented.

Engineering Phase:
 In this phase software is developed, along with testing at the end of the phase. Hence in this phase the development and testing is done.

Evaluation phase:
 This phase allows the customer to evaluate the output of the project to date before the project continues to the next spiral.

SOFTWARE REQUIREMENT SPECIFICATION
Purpose:
The main purpose of this project is to keep all the information regarding the organization.

The organization will be benefited by the software as it keeps the information computerized.

System also helps the administration to keep the record of citizens associated with KDMC, keep the track of all the complaints and feedback provided by the citizens or visitor.

OUTCOMES OF THE PROPOSED SYSTEM
Maintain records of citizen
Maintain records of complaints
Avoid redundancies of data
Querying the database to retrieve useful data
Maintain the security
User friendly interface
Keep records of KDMC and its department
Provides flexibility to adapt updations.

Maintains records about events held.

Validate user input
Report generation
ADVANTAGES:
Reliability
Reduce Paper Work
Timely ; Quick Information
Usability
Secure
INDEX
TOPIC PAGE NO
Preliminary Investigation
System Development Lifecycle
Description of System
Limitation of Existing System
Proposed System
Feasibility Study/Literature Review
Objective of Proposed System
Scope of the Proposed System
Hardware and Software Requirements
New System is Designed to
Advantages of Proposed System 15
17
18
20
21
25
26
27
28
29
System Analysis
Research Methodology
Software Requirement Specification
Non Functional Requirements
Methodology 32
33
34
35
Data Analysis and Interpretation
Entity Relationship Diagram
Unified Modeling Language
Use case Diagram
Activity Diagram 39
43
44
47
System Design
Program Flow chart
List of Tables with Attributes and Constraints
Validations
Test Cases ,Test Data and Test Results
Screen Layouts 51
53
56
58
60
Future Enhancement 66
References and Bibliography 90

PRELIMINARY INVESTIGATION
Chapter: 1 Preliminary Investigation
1.1SYSTEM DEVELOPMENT LIFECYCLE
It is a method of system development that consists of planning, analysis, design and implementation and support phases
Phases:-
Planning phase: –
It is the initial phase of SDLC whose objective is to scope and plan the project. The key activities are:
Define the problem, confirm the project schedule, staff the project and launch the project.

Analysis phase: –
It understands and documents business needs and processing requirements of new system. The key activities are:
Gather information, define system requirements, generate and evaluation alternatives, review recommendations with management.

Design phase:
It design the solutions system by developing architecture structure for software programs, database, user, interfaces and the operating environments as well as user interfaces, system control and integrating them.

Code Generation phase: –
The design must be translated into a machine readable form. The code generation phases this task. If design is performed in a detailed manner, code generation can be accomplished easily.

Testing Phase: –
Once code has been generated program testing begins. The testing process focuses on the logical internals of the software, ensuring that all statements have been tested and on the functional externals i.e. conducting tests to uncover errors and ensures that input will produce actual results that will agree with required results.

1.2 Description of System
The existing system of COMLAINT MANAGEMENT IN MUNICIPAL CORPORATION is includes manual work, which is lengthy and tedious .The current system is lot of time consuming andalso if is very costly, because it involves lot of paper work. To manually handle such a System was very difficult task. But now-a-days because of computerization this job is becoming easier.
Keeping Record of Citizens, Department , KDMC
Keeping Record of all Citizens and Feedback
To increase efficiency with reduced cost.

To reduce the burden of paper work.

To provide security by passwords and other validations.

Time efficient
Flexible
Low maintenance
1.3 LIMITATION OF EXISTING SYSTEM
Since the present system is manual it faces many of the drawbacks of the conventional management system. Some of the limitations of the present system are:
Stacking of files:
As the records increases the no. of files used to store increases thus increasing the financial need.

Thorny job:
Modification and searching of record is difficult in the present system.

Report:
All report is generated manually after analyzing 2 to 3 files. This waste time and increases work load.

Error:
Their way of keeping records has prone to misrepresenting facts and not helpful in decision making. Asthe records are maintained and managed by humans, it may lead to error.

Time consuming:
Since the work was carried and maintained on the excel sheets it was very time consuming whenever one wanted to retrieve data or wanted to go through the earlier transactions. This made the process tedious.

Complex Infrastructure:
Since the work was carried on excel sheets it was very difficult to carry the transactions.

Person engaged:
Since the system was manually handled a person is continuously engaged in enteringthe data and updating its data.

1.4 PROPOSED SYSTEM
To overcome the limitation of the current system and to increase the working efficiency of the system we decided to computerize the current system.

The main aim of the new computerize system is to reduce the work and save valuable time. This analysis has been carefully done to provide applicability of management and security in this system.

It consist of two main areas an overview of the overall system requirements and a description of the decision support capabilities.

An attempt has been made to construct the strategies that satisfy overall project goals while considering best practices available and emerging technology, time to implement and overall cost.

System specifications are well documented.

1.5 FEASIBILITY STUDY/LITERATURE REVIEW
Feasibility Study is essential to evaluate cost and benefits of the proposed system
On the basis of feasibility study decision is taken on whether to proceed or to postpone the project or to cancel the project
NEEDS OF FEASIBILITY STUDY
It determines the potential of the existing system
It finds or determine all the problem of existing system
To determine all the goals of the system
It finds all possible solutions of the problem of existing system
It finds technology required to solve these problems
It determines really which solution is easy for operational from the point of view of user such that it requires very less time with 100% accuracy.

It determines hardware software requirements
It determines cost requirements for proposed system
THREE TYPES OF FEASIBILITY STUDY
TECHNICAL FEASIBILITY
It determines available hardware
It determines available software
It determines available computer configuration
Find out technical feasibility required for proposed system
It mentions new hardware requirements of proposed system
It mentions new software requirements of proposed system
It mentions new computer configuration of proposed system
OPERATIONAL FEASIBILITY
It finds out whether the proposed system is suitable using three aspects; that are human, organizational, and political aspects.

It finds out whether the proposed system is suitable using three aspects; that are human, organizational, and political aspects.

It finds whether there is any direct-indirect resistance from the user of this system or not?
It finds whether the operations of proposed system is easy or not as compare to existing system.

It finds out whether the user or customer of the system requires extra training or not?
It finds if any job reconstruction is required or not?
Watches the feelings of customer as well as user
System should provide right and accurate information to user or customer at right place and right time
ECONOMICAL FEASIBILITY
Steering committee finds total cost and all benefits of the proposed system.
It is the most frequently used method for evaluating the effectiveness of a new system.

In economic analysis the procedure is to determine the benefits and savings that are expected from a proposed system and compare them with costs
There are two types of cost.
One time cost and recurring cost.

One time cost involves following:
Feasibility cost
Cost converting existing system to proposed system
Cost of hardware
Cost of operating software’s
Cost of application software’s
Cost of documentation preparation
Recurring cost involved following:
Cost involves in purchase or rental of equipments
Cost of phones and mobile communication equipments
Rent of church
Honorarium paid to priests
Miscellaneous costs
Travelling cost
Visitor pastor payment
Electricity bills
1.6 OBJECTIVE AND SCOPE OF THE PROPOSED SYSTEM
To transform the existing manual system into well organized computer system which maintains data efficiently.

To provide security to the data, by means of authorizing users. Basically this software is being developed for the Administrators and Citizen.

To collect valid information by providing necessary validations.

To generate reports and receipts based on collected data.

To provide User Friendly Interface.

1.7 SCOPE OF THE PROPOSED SYSTEM
The System provide large storage area, large amount of information can be stored.

The System reduces paper work and hence information can be stored and maintained easily.

It reduces time consumption, save time.

This system is very reliable, efficient as compared to manual system.

Data can be checked, changes can be made wherever necessary.

Store the required details in a database.

System has centralized database.

System is user friendly and it is highly secured.

1.8 HARDWARE AND SOFTWAREREQUIREMENT
HARDWARE REQUIREMENT
PROCESSOR-Pentium® dual-core CPU
RAM-2 GB
SYSTEM TYPE – 64 bit OS
MOUSE – Microsoft USB Optical Mouse
KEYBOARD – Standard PS/2 Keyboard
MONITOR – Standard Monitor
SOFTWARE REQUIREMENT
Front end – Visual studio 2010, VB.NET
Back end – SQL Server 2008 R2 Management Studio
Operating studio – Windows 10
9THE NEW SYSTEM IS DESIGNED TO
Maintain records of citizens and their complaints
Maintain records of transactions
Avoid redundancies of data
Querying the database to retrieve useful data
Maintain the security
User friendly interface
Keep records of KDMC and its departments
Provides flexibility to adapt updations
Maintains records about events held
Validate user input
Report generation
ADVANTAGES OF NEW SYSTEM
Reliability
The reliability of data and procedure increases because of computer.

Reduce Paper Work
Computer system provides large storage area
This information can be retrieved as when required.
Thus it is not required to take printed copies of this information which reduces the paper work.

Timely ; Quick Information
Retrieval of data is fast.

Usability
The system is easy to be handled
It does not require expertise for use.

This system avoids the needs for the users to learn new actions.

The system is built upon existing user interaction techniques.

Secure
Security of the system is organized in such a way that only people who are having access authority (admin) can be able to manipulate the contents.

User input is validated for security purpose.

SYSTEM ANALYSIS

Chapter 2:System Analysis
2.1RESEARCH METHODOLOGY
FACT FINDING TECHNIQUE
Fact finding is the formal process of using research, meetings, questionnaires and other techniques to collect information about systems, requirements and preferences .It is also called as Requirement Gathering or Data Collection.

Who Does It? – The System Analyst
The analyst especially needs to develop a detective mentality to be able to discern relevant facts.

There are 5 Fact-Finding Techniques that we have used in our project:-
Study and sampling of existing documentation, forms and databases.

Research and site visits.

Observation of work environment.

Questionnaires
Meetings
I have applied these techniques in our project. I have selected the suitable techniques depending on the advantages and disadvantages of it.

2.2 SOFTWARE REQUIREMENT SPECIFICATION
Purpose:
The main purpose of this project is to keep all the information regarding the Corporation.

The corporation will be benefited by the software as it keeps the information computerized.

System also helps the administration to keep the record of members associated with KDMC, keep the track of complaints, also maintain the record of citizens who have submitted the complaints.

Goals of implementation
The proposed system should be build in such a way that it should fulfill the following goals
The code should be easily manageable.

The code should be reusable.

The performance rate should be high.

It should be fast.

NON FUNCTIONAL REQUIREMENT
Security Requirements
Security is maintained for the system as no one can access the system and tamper the data without an authorized account.

The authorized administrator handles all the data is only the administrator can access the system.

To maintain this security administrator account is provided a password against its username.

Maintainability Requirements
Regular maintenance is needed for smooth and efficient performance of the software.

To do this monitoring should be done at regular interval of the time.

If any fault will be noticed it should be reported immediately.

METHODOLOGY
SPIRAL MODEL
The spiral model is similar to the incremental model, with more emphasis placed on risk analysis. The spiral model has four phases: Planning, Risk Analysis, Engineering and Evaluation. A software project repeatedly passes through these phases in iterations (called Spirals in this model). The baseline spiral, starting in the planning phase, requirements are gathered and risk is assessed. Each subsequent spiral builds on the baseline spiral.

Diagram of Spiral model:

Planning Phase: 
Requirements are gathered during the planning phase. Requirements like ‘BRS’ that is ‘Bussiness Requirement Specifications’ and ‘SRS’ that is ‘System Requirement specifications’.

Risk Analysis:
 In the risk analysis phase, a process is undertaken to identify risk and alternate solutions.  A prototype is produced at the end of the risk analysis phase. If any risk is found during the risk analysis then alternate solutions are suggested and implemented.

Engineering Phase:
 In this phase software is developed, along with testing at the end of the phase. Hence in this phase the development and testing is done.

Evaluation phase:
 This phase allows the customer to evaluate the output of the project to date before the project continues to the next spiral.

When to use Spiral model:
When costs and risk evaluation is important
For medium to high-risk projects
Long-term project commitment unwise because of potential changes to economic priorities
Users are unsure of their needs
Requirements are complex
New product line
Significant changes are expected (research and exploration).

DATA ANALYSIS AND INTERPRETATION
3.DATA ANALYSIS AND INTERPRETATION
ENTITY RELATIONSHIP DIAGRAM
Entity–relationship model (ER model) in software engineering is an abstract way to describe a database.

Describing a database usually starts with a relational database which stores data in tables.

Diagrams created to design the entities and relationships are called entity–relationship diagrams or ER diagrams.

The building blocks: entities, relationships, and attributes
An entity may be defined as a thing which is recognized as being capable of an independent existence and which can be uniquely identified
Every entity (unless it is a weak entity) must have a minimal set of uniquely identifying attributes, which is called the entity’s primary key.

A relationship captures how entities are related to one another.

Entities and relationships can both have attributes.

NOTATIONS OF ERD’S
ATTRIBUTE WITH PRIMARY KEY
ATTRIBUTE NAME

ENTITY
ATTRIBUTE
ATTRIBUTE
RELATIONSHIP
LINK

ENTITY
The things about which we seek the information are called as entities.

They are used in system development models that display communication and internal processing of documents compared to order processing.

Entity is represented as:-
ENTITY NAME

ATTRIBUTES
An abstraction of characteristics of an entity is an Attributes.

It is the data which we collect about the entities.

Attribute is represented as :-
ATTRIBUTE NAME

RELATIONSHIP
Things which provide the structure needed to draw information from multiple entities are called as relationship.

The relationship is represented as :-RELATIONSHIP

ENTITY
The things about which we seek the information are called as entities.

They are used in system development models that display communication and internal processing of documents compared to order processing.

Entity is represented as:-
ENTITY NAME
ATTRIBUTES
An abstraction of characteristics of an entity is an Attributes.

It is the data which we collect about the entities.

Attribute is represented as :-
RELATIONSHIP
Things which provide the structure needed to draw information from multiple entities are called as relationship.

The relationship is represented as :-

RELATIONSHIP
Fig 3.1.1 ENTITY RELATIONSHIP –DIAGRAM

3.2 UNIFIED MODELLING LANGUAGE
Unified Modeling Language (UML) is a standardized general-purpose modeling language in the field of object oriented software engineering.

The Unified Modeling Language includes a set of graphic notation techniques.

UML diagrams are typically divided into two parts: Structured Diagrams and Behavioral Diagram
Structured Diagrams consists of class diagram, object diagram etc.

Behavioral Diagram consists of use case diagram, activity diagram etc.

In my project I have included following UML diagrams:
USE CASE DIAGRAM
ACTIVITY DIAGRAM
3.2.1USE CASE DIAGRAM
An important part of the Unified Modeling Language (UML) is the facilities for drawing use case diagrams.

Use cases are used during the analysis phase of a project to identify and partition system functionality.

They separate the system into actors and use cases.

Actors represent roles that can are played by users of the system. Those users can be humans, other computers, pieces of hardware, or even other software systems. The only criterion is that they must be external to the part of the system being partitioned into use cases. They must supply stimuli to that part of the system, and the must receive outputs from it.

Use cases describe the behavior of the system when one of these actors sends one particular stimulus.

This behavior is described textually. It describes the nature of the stimulus that triggers the use case; the inputs from and outputs to other actors, and the behaviors that convert the inputs to the outputs.

The text of the use case also usually describes everything that can go wrong during the course of the specified behavior,and what remedial action the system will take.

NOTATIONS USED IN USE CASE DIAGRAM
Association
Use case

Decision
Start symbol
bol
Start

Actor
Task
Task

Fig 3.2.1 USE CASE DIAGRAM
3.2.2 ACTIVITY DIAGRAM
Activity diagram represents the business and operational workflows of the system.

An activity diagram is a dynamic diagram that shows the activities and events that causes the object to be in a particular state.

An activity diagram talks more about these transactions and activities causing the changes in the object states.

Elements of an activity diagram:
Element Description Symbol
Initial Activity This shows the starting point or the first activity of flow. Denoted by a solid circle. This is similar to notation used for initial state
Activity Represented by a rounded rectangle with edges
Decisions Similar to flow charts a logic where a decision is to made is depicted by a diamond with the options written on either sides of the arrows emerging from the diamonds
Current activities It is used for joining

State
Final activity The end of the activity diagram is shown by a bull’s eye symbol also called as final activity
Fig. 3.2.2 ACTIVITY DIAGRAM
4.SYSTEM DESIGN
4.2FLOW CHART
A flow chart is a type of diagram that represents an algorithm or process, showing the steps as boxes of various kinds, and their other by connecting these with arrow.

This diagrammatic representation can give a step-by-step solution to a given problem.

Process operations are represented in these boxes, and arrows connecting them represent flow of control. Data flows are not typically represented in a flow chart, in contrast with data flow diagrams; rather, they are implied by the sequencing of operations.

Flow charts are used in analyzing, designing, documentation or managing a process or program in various fields.

Symbols used in Flow Chart are:-
Used for start or end of program

Used for decision making
Used for flow lines
Used for processing function of program

Fig 4.2 FLOW CHART

4.3DATA FLOW DIAGRAM:
A data flow diagram (DFD) is a graphical representation of the “flow” of data through an information system, modelling its process aspects. A DFD is often used as a preliminary step to create an overview of the system without going into great detail, which can later be elaborated.2 DFDs can also be used for the visualization of data processing (structured design).

A DFD shows what kind of information will be input to and output from the system, how the data will advance through the system, and where the data will be stored. It does not show information about the timing of process or information about whether processes will operate in sequence or in parallel unlike a flowchart which also shows this information.

Notation name Symbol
External Entity
Process
Data Store
Data Flow

Fig 4.3.1 DATA FLOW DIAGRAM LEVEL 0

Fig 4.3.2 DATA FLOW DIAGRAM LEVEL 1

Fig 4.3.3 DATA FLOW DIAGRAM LEVEL 2
4.4 LIST OF TABLES WITH ATTRIBUTES
Database:-
Database format: Microsoft SQL Server 2008 R2 Management Studio
Name of Database: MCP_DB
Number of tables: 7
admin login
Column Name Datatype Allow null
UserId Int No
Username varchar(50) No
Password nvarchar(50) No
FirstName varchar(50) No
LastName varchar(50) No
citizenlogin
Column Name Datatype Allow null
UserId Int No
Username varchar(50) No
Password nvarchar(50) No
FirstName Varchar(50) No
LastName Varchar(50) No
citizenregister
Column Name Datatype Allow null
Rid Int No
Username varchar(50) No
Password nvarchar(50) No
FirstName varchar(50) No
LastName varchar(50) No
Email varchar(50) No
Phoneno varchar(50) No
Location varchar(50) No
complaint_dtls
Column Name Datatype Allow null
CName varchar(50) no
EMAIL varchar(50) no
Mobile_No nvarchar(50) no
Address varchar(50) no
Complaints varchar(50) no
feedback_dtls
Column Name Datatype Allow null
Fname varchar(50) no
Email varchar(50) no
Mobile nvarchar(50) no
Address varchar(50) no
Feedback varchar(50) no
gmailtbl
Column Name Datatype Allow null
Gid Int no
Email varchar(50) no
Password nvarchar(50) no
FirstName Varchar(50) no
LastName Varchar(50) no
VALIDATIONS IMPLEMENTATIONS
FIELDS VALIDATIONS
Name Only characters , spaces are allowed
Phone Number Numbers and special characters until the range of 13
Address Only characters , Numbers, spaces, special characters allowed
Unique ID’s Only numbers are allowed
SYSTEM TESTING
SYSTEM TESTING
5.1 TESTING
During system testing the system is used experimentally to ensure that the software does not fail. In short whether the system run accordingly to the specification and in the way the user expects or not special test data are input for processing and output is examined.

System testing of hardware or software is conducted on complete, integrated system to evaluate the system completeness with its specified requirements.

System testing within the scope of black box testing, and as such, should require no knowledge of inner design or logic.

Table 5.1.1TESTING OF DATA
Fields Value Expected output Actual output
Name Field left blank Not Allowed Not Allowed
Name *%$ Not Allowed Not Allowed
Address Field left blank Not Allowed Not Allowed
Address 1/hiral apt dombivli east Allowed Allowed
Unique ID’s Field left blank Not Allowed Not Allowed
Unique ID’s 10 Allowed Allowed Allowed
Unique ID’s Ukii Not Allowed Not Allowed
Unique ID’s 10,23,5 Not Allowed Not Allowed
Unique ID’s 1 5 Not Allowed Not Allowed
Phone number 9821648435 Allowed Allowed
Phone number 0251-2441482 Allowed Allowed
Phone number Field left blank Not Allowed Not Allowed
Phone number Jassi Not Allowed Not Allowed
SCREENSHOTS
LOGIN FORM

FEEDBACK FORM

COMPLAINT FORM

ADMIN LOGIN

FEEDBACK VIEW

COMPLAINT VIEW

FUTURE ENCHANCEMENT
It is flexible enough to incorporate any changes demanded in future :
More reports can be generated.

More user friendly approaches can be developed.

We can provide more security(as per requirement).

REFERENCES AND BIBLOGRAPHY
WEBSITES
https://www.google.com https://www.wikipedia.comhttps://www.w3schools.comBOOKS
SQL The Complete reference
Visual basic The Waite Group’s Tata Ma-Graw Hill edition
Programming in Visual Bsic 6.0 Julia case Bradley, Anita .C
Tata Ma-Graw Hill edition
Millspough