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Chief Engineer (NAVY)Mumbai Zone

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MES BUILDINGS COMPLAINTS MANAGEMENT SYSTEM (MCMS)

This system has been created using simplicity and response as the theme. The system mirrors the complaint register at the MES service centre and complaint is directly registered with the concerned Maint Cell, but now it is automatically accessible to all stn and MES appointments. The MES structure and stn Appts are hardcoded.

This is an online system, hence has no requirement to install on any computer or any hardware. The website can be accessed by any computer/ laptop which can get connected to internet. The requirement for customisation for any station is the details of areas/units and the MES structure/appts which maintain them. The background hardcoding enables all MES appts/stn appts to view the complaints made to the Maint Cell in real time as the occupant/unit enters the complaint.

Md Accn Occupants need to self-create a unique login (ACQ No) using their house address, building name and area. No personal details of occupant are necessary. Complaints can now be made with this login, registered to the Maintenance Cell and receive a unique complaint No. The complaint details, their present status and total complaints with MES can be viewed by the occupant.

In addition, complaints can also be sent through SMS (given format) after occupant registers his mobile No (two mobile Nos) against his login (not mandatory). A return SMS will be received indicating his unique complaint No on his mobile. In addition, if occupant provides his Email Id (not mandatory), a system generated mail is also sent while registering a complaint,status updation and its completion by MES.

Units (OTM accn) will have an independent login and password, using which they can register complaints. Complaints can be lodged using this login at the same time from multiple locations.

Rights to update the status of complaint from "pending to completed" has been provided to MES/CANAG/CANOF/NOFRA (Defence officers enclave residents association) and units (OTM) after JE/AGE info them of the complaint Nos attended and completed. MES appts can view the complaints and update "action taken/being taken" status for info of complainent (Md accn occupant/ unit).

Unique Login for MES and stn appts are provided. With their respective Login and password, each appointment will be able to view the status of complaints pertaining to his area/domain.

The following issues are being addressed:

1. The login being the ACQ No (AREA QUARTER No), will be unique, hence each house will have the same login irrespective of occupant. Therefore, every successive occupant has the history of maintenance automatically available at the time of house allotment.

2. The system is simple in that the occupant only needs to address the complaint as B/R or E/M etc which is on a dropdown and particular tradesman required and the system automatically generates a unique complaint No and updates the complaint to the respective Maint Cell and AGE/GE/CWE, station appts.

3. Each occupant on his login, is informed, as to the complaints attended by the GE and his staff. In addition, to the occupant and NOFRA/CANAG/CANOF, and the Stn, the summary of complaints completed by the MES in the stn over a period of time, say weekly or fortnightly or monthly is displayed.

4. Presently the only method to info GE/CWE/ Stn about pending complaints is to physically see the Register by the appts at the service centre. This online info system enables the AGE/GE/CWE and Stn cdrs to view status of complaints (pending and completed) in real time as also their summary, areawise,GE wise,CWE wise or station wise.

5. The unique complaint No, enables GE/ CWE/ Stn auth to address the complaint, if pending for a long time as also permits occupant to ask for its redressal. Stn and MES appts can finalise options to address pending complaints under regular daily maintenance or inclusion in annual maintenance programme or sanction special repairs. This information can also be utilised by Stn appts to collate pending complaints and approve annual/ periodic maintenance programmes and CWEs/GEs to issue Technical Sanctions.

6. Priority status to complaints from important station appointments is possible with the GE empowered to mark their houses as priority through his login. Scheduling of complaints for completion at a future date is also possible for info within the MES appointments.

7. A feedback from occupants informing NOFRA/CANOF/CANAG and other occupants of the area on common issues is also inbuilt.

8. Areawise summary and feedback enables stn auth/ NWWA to concentrate on SF accn areas and address their complaints on priority.

9. The info system has also incorporated furniture availability at the BSO yard as also the latest meter reading recorded by the meter reader against the house (as updated by BSO) and intimate occupant.

AGEs MAINTENANCE RESPONSIBILITY TO ADDRESS COMPLAINTS CORRECTLY

1. AGE B/R maintenance - B/R internal building portion to include built-in furniture, water supply inside the building from storage tank (including cleaning), staircase, portico and terrace, B/R external to include roads, paths, gates, compound walls, sewerage lines, storm water drains, open areas.

2. AGE E/M maintenance - E/M internal building portion inside the building extending beyond main board.

3. AGE E/M External elect - E/M external to building upto and including main boards and meters (within building), streetlights, transmission lines, poles, transformers and receiving stations.

4. AGE E/M External water sup - Water supply external to building upto inlet into overhead service tank on terrace or roof, overhead storage tanks, underground sumps, fire fighting arrangements, pump house and sewerage treatment plants (STP).

5. AGE E/M Plant&Machinery - Lifts, Central AC plants, Single unit ACs , Special machinery in Hospitals.

6. BSO - Furniture (other than built-in) and polishing of all furniture including built-in, meter reading and raising of bills.

   
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