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Complaint & Feedback Mechanism (Shafaf)

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Shafaf is web based complaint and feedback mechanism

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Complaint & Feedback Mechanism (Shafaf)

  1. 1. __, . : Snafal is an Urdu language word which means "Iransparen! “
  2. 2. ABOUT ‘ SHAFAF COMPLAINT & BENEFICIARY FEEDBACK MANAGEMENT SYSTEM Fully web-based / online software Highly innovative / most advanced Helps managing complaints in systematic way Promotes accountability & transparency within organization work Specially designed for development & humanitarian organizations <<. (((
  3. 3. Very easy to use LA Basic computer literacy required Person using facebook / linkedin can easily use it ‘i~ Separate log in accounts for staff & general complaints -3 Administrator log in account for settings & user rights / controls -1 Customization as per user organization needs Shafaf maintains high level of confidentiality and . J«_; -,, ;g restricts access to complaint record ‘Cf '
  4. 4. GENESIS. .. WHY VALUE BENEFICIARY FEEDBACK 8: COMPLAINTS Acceptance of issues is beneficial. .. denying is harmful People have right to make complaints Complaint mechanisms ensure accountability Beneficiary feedback helps improve interventions & approaches Valuing feedback & complaints enhances trust building QQQQQ‘. HAP requires beneficiary feedback and complaint mechanism Shafaf helps managing complaints (‘Er feedback in a systematic <9 transparent way and keeps complainant updated with timely feedback shafaf. pk
  5. 5. WHosE FEEDBACK 8: COMPLAINTS SHAFAF HANDLES (scoPE) ‘. .' ‘.9 '9 mcoumigluirv ‘ii? -.3%GENERAL BENEFICIARIES STAKEHOLDERS (PEOPLE wE wonx FOR/ WITH) (ALL TYPES OF SH) ORGANIZATION SERVICE _, . PROVIDERS (CONTRACTORS 8: SUPPLIERS) VOLU NTEERS) _: ;p Sha[a_i_ shafaf. pk
  6. 6. ‘Iva! K I P 7:: .1 / ’ , k . J. ‘ M ‘W’ _ BOX ‘i, ll Q r ' « In Person Phone Call Complaint Box [ . Referred Online I Email A Whatever may be the receiving mode. .. . _.. ... .w «; ..~«— Shafaf has got a big heart to register all the complaints . » I1-nu ? ~‘IlI€If¢. IL“. @I. “
  7. 7. NOTIFICATIONS 8: REMINDERS Shafaf is intelligently Equipped with Smart Notification System. . sins P l. .l! lll. ll& ff” llllzfiiz/ agement You just rest & Let Shafaf keep you updated
  8. 8. 1&7 v — ' ’ ",4-5 ~~ '_I'‘‘_h, _‘v. _,. . , ‘ . . , __, ._, . , fi. ._, ’_‘ warid Q, . lii: i:ii Will -'ll I; -.IIInm I-. il-. i:: im lll: ll'i'lIlll(«‘ ll ~"’. ll(’l. ‘l‘l‘-ll Si‘. 'IS On Iv’. Cell Numbers Oi Organization Staff 11 Cell Number Of Complainant shafaf. pk
  9. 9. Shafaf has searched it all. .. to SAVE your I/ aluablg time” --7“ r. ‘ l‘if’*; ,Iii. i,i, l,i9‘?
  10. 10. 3' an v -r-i "F I-r-I xi _. 'l_ l_ I_ . / 4 ‘ / ./ 4/ ‘I ‘ ‘ A 4', . / » / / ‘ Pictures Voice Clips Video Clips (3, _ —— . /I? » , ’ » , ’l_l , . _r; ._ : ,4 « ‘V of E ‘/ F I / Documents / lnvestiation Scanned Papers (Awormats) Records Shafaf understands the importance of investigation records & documents you can upload tons of data with each complaint. . . Sl5.', ‘ [ai “ shafaf. pk
  11. 11. REPORTS 81 GRAPHS C I O13 Ill: _ fig? » District-wise Complaints Project-wise Complaints €915 Vulnerability-wise Complaint . ‘W _ Gender-wise Complaints ix l. -.5 , Cj_| |_| ‘ Analysis of Complaints by Timeline Shafaf happily generates variety of _ Shafaf Reports, Charts & Diagrams for you, within seconds 7*’ Complainant Group-wise Complaints 4’ “la shafaf. pk
  12. 12. lPi: Pinnih l: ?ii: i2OiaTs: W Daily Complaints . . . Monthly Complaints Its just a click away to generate reports of your desired periods
  13. 13. fr» 1 I ' ‘:3’ Audit trails/ activity tracking Customizable user rights - Password protected access 256-Bit Encryption Daily auto data backup Cloud based solution . . F’ vi ”. Yi‘im’-T)‘ I; -j : ’i§Iai1;ii; ai'ao— uvliii ML-‘iliiv ajiiém-tlvr; .1:4:: oi? ig'v I: u’ItiiiI&i- to . -’imr:4-. =:. ' vii-iii . :io‘Iir"’ ~ . >lI'7,’vl| .’£‘: ‘4$fi» : v- is-'. W. ‘ ‘V I‘ .
  14. 14. BENEFITS TO YOUR ORGANIZATION (((((((((( . ‘ ‘ V . in I 5 Quick feedback on organization interventions Enhances organization’s credibility Enhances transparency & accountability Keeps management updated about complaints Fast access to complaint records/ data Systematic complaint handling Beneficiary / stakeholder trust building ‘ Helps meeting HAP requirements Data security Saves paper, HR & time 0 j E W(ewq77(a»ze/ - '
  15. 15. BENEFITS TO COMPLAINANTS / V Timely feedback received v Checking online status of complaints in native language V Remain up-dated through SMS notifications v Feedback is valued properly V Concerns are adequately addressed 7 v Get beneficiary rights recognized V Enhances interest & accessibility W(cua/7/laeo/ “ shafaf. pk
  16. 16. , l _ , r | v my , 1 .7 - < I— ~ ‘-LI. ‘ I» _. l ‘t l _, ,I_ , , I “ _ , _,v , , , v in Hlkillllllgl ’II: III: 'Iiléil= I”"' IIil‘. iII(: II _| ]fll! l-I"-llllllL| _” : IIlil= III: ilI1g _ll(l1g4|. ‘:li’l lII| _InI's4t: ' Customized management of beneficiary feedback through SMS (2 way communication) >’ One window portal for centralized overview of feedback / complaints received by all members of consortium / alliance Interactive handy tablets for beneficiary to share their feedback / complaints instantly through voice and text messages in local languages Beneficiary perception polling (feedback) through SMS & online for improving quality of interventions / project services Shafaf is born to fulfill your wishes & dreams related to feedback & complaints management. . a 7,-—, a:j_. .Ji, «""’” You just dream and let Shafaf make it come true for you %. Ei. .:'. l=' , , , , E. , "‘ — '5I‘I"’ié; iihIt'1;}'I: i<
  17. 17. Realizing Future 3’ Shafaf iPhone Application 9 Shafaf Android Application Shafaf Handy Tablets 73 Interactive Voice Messages E Linking with NADRA for Auto NIC Verification _ RSS Feeds (for humanitarian updates) “the more feedback we receive. .. the more we improve shafaf” shafaf. pk
  18. 18. Step 01 Online Letter of Interest (available @ shafaf. pk) Step 02 Telephonic negotiations with Shafaf representative step 03 Signing of Agreement step 04 Creation of Shafaf account for your organization Step 05 Staff orientation (how to use Shafaf) , a__ —‘ ‘.3?’ i- 5' 15- FF. €"1'*= ‘~""(‘“" «a? 'rarir= rn’etI; ;si‘: «
  19. 19. PRICING PACKAGES (All Non Commercial) Alliances, Consortiums & Networks (National & International) Civil Society Organizations International Organizations (NGOS/ CSOS) ll N605 r‘ Humanitarian Org) Package Details Package Details Package Details Monthly 6,O00W Monthly 8,500:” Partners Monthly‘ Yearly‘ Yearly 72,ooo"““ Yearly 1o2,ooo"“ °3 5'5°°W "6'°°°m Y C Y C 06 5,ooo"“ 6o, ooo"“ 02 ears ontract 02 ears ontract O9 4500.” 54'00O, ,;, ‘[)‘L“-IJAE‘ ill’ ilil«rw_il’ilj I 02 Yearscontract - 03 Years Contract 03 Years Contract . 03 years contract -; l l“ . v-Iiwh ll7 D1tIi‘. ‘llll ‘Charges Per Organization a» ” ’ shafaf. pk
  20. 20. ,%: L1ENT SUPPORT _ , _ Staff orientations On-call trouble shooting Self customization in different fields Humanitarian documents Updates & improvements
  21. 21. (Visit Any Time) ‘: ~ r7 F , A . :; . . C" . _ rt‘ A‘ / l f i (General Website URL for 3eneficiaries/ General Public) A u an '9 I, —‘ -. —.v s <4 .1 r a I"; .msusI”: ',-»: ~=. Ir. 'iers. ; , .er; .{'I, u ‘l : zsnlrsnts I}! Passwords 8: User Names Account Type A User Name Password Administrator admin demo123 General Complaints general demo123 Staff Complaints staff V demo123 ) ——V ‘ if shafaf. pk
  22. 22. I G°"°'3' r, .v "ii W: n ma} la ---- iv: 1 I 5”" l . . 'llr'i_"ll'f/ ‘l‘. ' '“ V . if! . Administrator ’ r i ll 1 I . .—»~, Shela l shafaf. pk
  23. 23. MAIN DASH BOARD Shafaf I LOGOHERE room cunoiuu mun oocunum Poluoo sotlnos Hob Logos! ' -g‘ Dashboard Ln Loflh nonolv. Au! II, 1914 9:31:01 II Shah! Adnnlnhtrnor Logged In! Monduy. April 21. 2014 ummlygg Complaints — Complaints Map (a-doom In-on (nquldn-It fang» (Lardner: DA: he-wad kt Sldan ‘ES’ KIM‘! tcvmv-nun W oar: ~o. mic mF9v:0I‘ npgismr: ti? /000') F. -on-nu Sunnooe-1 Ion -4‘ mu lr vvvnon eegisrevrc r'[sl'»mn‘~': Loo-unit, uvvvuinrr kw! *4 mm In I>¢r; on °¢{?5lfi¢¢ A, qhdm, “_. _m , 'E'. Y/lxxnri Lu-liltllty an-evrcur, mu u. :.1i4 in Dewar. firpsrerec fix? /uxartv tun-nmh i 5«w'I: i|ry Ian 14‘ mu irrvvx. -m $1-ftlno: Munuii ll imucunis, l’CI1<| SlClll "EYVCOJOA Cum-mIly Be-wm my Marta 19. 2-314 m acvzon *t5'rmoe<i ‘g @555 i know muau 263014 in raw TES*rcK)(‘el Grvw-«I sun? -i>a¢n nu. -r y in : oi4 In 511 -an l’! s‘«0oo54 izmnu--n an-nrricur-, E-eqcvvlarv 1. mi‘. in Pflkvi 'lV/ CAI‘, -0 | I<rv'r= l» 'Imr*| ‘Iavv Con-v'l'IrI J. km, ‘ in Pfikvi Sha1a‘f' shafaf. pk
  24. 24. GRAPHS 8: CHARTS 5&1 Shafaf homoCorvuo&hIouornIIoeuInoatIPuIenIoIHuooIIou Reports Graphs ii-civbaau’ Eovnunint Decor! Pence»: (onuaint Devon; other hymn Ollfln 814 Chart: 3 I To Grown-can Cambium Pvojecl -me Cmuamn DHMCI ‘~80 Call! -l'M1 3 - 4- couuuiu M-nym (°"V""“ 3-"= °°" coaua-Ms Pnlln GIIIID-whI(ol! |d&&I Horn Scott your aemoaoohcn (own-v niorooov! To vacuum: 27. ID! 3 6-non mu Co-vuuiu vmmmm 1 use Coflnnwru shafaf. pk
  25. 25. COMPLAINTS LIST ' ‘ ORGANIZATION E3“ Shafaf LOGOHERE noun cunning anon: noun-an mun scum nun upon f ,5}; Complaints § 4’ ¥ 4' ‘_“m_. _u C°-v| *"- 59“ 0.. ., ¢_, ,,, ,,, Oahu mane; ,, 0"“ in OIIIIO 30-‘ “~53 ruauciu Complaints List (ouplnlwn Cnnplalnl Number Dlslvlu Couplalunl many so: lletelarlao Mode cauplllm one noun TESTINNI Deon (ooniuuty / Benolkluy Male (mount Bo: Tuesday. Oclohet. ll. 20!) Impound nsnooom ‘Den isui nun can-i. :-in / Ienofldlv [me ‘In Pawn Mondl1.luuasL :2. mi} Inohod nmooana ‘Q-um conmi Suhholdon ‘mu 7:. -ui Tutsdroyioctobov. oi zim Vulcan Itsrioooua lo-on ta-rum i Ienoflduy r. ..i. In mm 7.. -my. Octooel. as. was luolod rmionaas ch-use cauu-in 1 Bendklarv Found: In Mun mesa-y. S-or-mu. a). mu (meal-d TESTIHIIIJ uhovo (annuity I Bondkhrv Molt In Poison Tuesday. October. ll. 1013 on Hold rtsrioiiwi Hamd ca-mum i Iomlklovy Mala co-pram Ion Tuosday. Octobov. in. 201} I-an-an rmicooio unmm co-man i loncficlorv Mob In em. .. 1»-my. Aqua. :1. mi um. “ rrsrioami Lotion ca-aiuun i Idnofiduy Mnb In Fawn ruwin. August. as. Ion Innis! rssmoon Q. -m co-mm I Ioncflcluy ‘MAI: In Porsnn woe-um. Sopbmbtv, :5. 29 mm Roth 85 I. ’ Pqorlr idb . . . . Vlroivi y. _g, mg54 I ‘. :uwu~x- rm'4-- r-. ;In- 1 1 H. E P‘ Q rial‘ f . .—": ”J Shag‘ shafaf. pk
  26. 26. PERIODIC REPORTS Shafaf ii ‘l'l€3'l'fl"°" Mun ccuu-in nnpam noun-um Noun soups nub U-IOII i. 1317 Reports Periodic Complaint Reports lnodbounl Complaint Moon 9!‘ Own to E , "". ., i: Li I39! Iéfil FQi(ofl( (nqphtyu Kgpuru Woclury Coqfilllnn Mantis (mlulahu Velrly (onplllnts All Collillalnu ltnofl clam ca-vi-inc: Report "no" ‘aw. “pm 0011! Ra-port: Al talolurm Crown and (hats Please Sch-cl your desired octson In new the recon 51009;: All Grown ' u$7I( I. All UKIKU 9 9ro}9tl': Z Ml Pvnjocb V Gender All Gondon V 32991! Pcvlod: Fnhnurv 1}. 20" In More’: IT. NI! l7.¥3Shafaf j . .—L—'“J “" shafaf. pk
  27. 27. ORGANIZATION * Sll“r“f LOGOHERE a C1 (J Home Cornplaints Reports Documents Policies SEUIHQS Help Log On! Settines :3 T‘ in El 4 V _ . , X ‘ _,4.r ' $c(l4 s (or: a I ‘T radii “:3 Settings Complaint Receiving Info n:1 zaslw 1uLi; .‘Li‘ _LJiA! ¢l Li} H ~: «s5 ‘mi 0 ~00: 5'; iota . — ms . "i1t'. ?lV ii», :3: ~'. i—. .e. .1 {J-$1'. VIrI I-W» LHMM ah Ll in? i. ' —— ~i _—a‘ , Sr: I —~ ‘ shafaf. pk
  28. 28. CHECKING ONLINE STATUS OF COMPLAINTS l: E:IShafaf snarar nun onion in oiuu-in no ca-our-n no. Lamp 9.; CheckStatusafYourCanuMain _; ;jS. Sg9«: gfi; ;‘, $.: gfiS. :‘, yl 0 Back Status Of Your Complaint ~2uir= .:5~hJ5—5.:5~r‘ Dear Raheel, Your Complaint Number is TEST /00036: J; -5‘-S~1el5-3._. S~; al Your (nuoldnt is (urnnuy (zuuletnb 'Ie| !snnd' with the Orurindon. An SMS was not In you col number as won as conpulnt vru rofislcrud. Ortnrtlnfionropvcurilalhcsmlsoanbtc tocungyoutodlscuss or coruolnlnl. ouue rcouestodloldrudryvodtaooio unlflyou are conuctad by our representative. Please into you can mnibor In wading c don. Please on roe to count! orunlnuon I you noed my oddtionol lrlornialion. Tluniu for visiting SHEA! ~. -". g—'4'-~"= '—-I-$4.-'-*‘~; -«$1»-59's: r-an-‘. r3" .2~i. p-, _-$-#'. p-=3—'a. »«‘; —-1.»3- -‘_. -‘-‘-¢a. p‘-u«_w-. -~: ¢5z. .“-‘-‘«’v5—'«. ¢5un" ‘nu :5)‘-'9'-5 . '¢-—-«| .>- 4.1‘-"‘; -.y0'. r-J-lJ~5‘4.5vJ" -r; »5‘. .§--‘; ;'—'lé-—3v-4-' '1‘ -s}-'-. »;3~— )5 ~‘-I‘; ¢-1.2‘-‘ (4: r f —rT“j Shag‘ shafaf. pk
  29. 29. Shafaf FIND MORE Connect: Contact: f / getshafaf II 0300 055 003 8 er / shafaf @ info@shafaf. pk in / company/ shafaf wvvw. shafaf. pk 3 2,/ ésl
  • KhaledMoustafa21

    Feb. 21, 2021

Shafaf is web based complaint and feedback mechanism

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