The MES Online Complaint / Grievance Management System, designed and developed by SV WEB & INFORMATICS (WEBINFO), is a comprehensive web-based and mobile-enabled solution for the efficient registration, assignment, monitoring, resolution and tracking of complaints and service requests pertaining to Military Engineer Services (MES).

The system provides a centralized digital platform for occupants to register complaints relating to Electrical & Mechanical (E&M), Buildings & Roads (B&R), and other allied services through a mobile application, web portal or self-service kiosk. Each complaint is recorded with a unique reference number, enabling transparent tracking of its status from registration to resolution.

The system includes dedicated administrative dashboards and mobile applications for Junior Engineers (JEs), Assistant Garrison Engineers (AGEs) and other authorized personnel to facilitate complaint allocation, field-level action, progress updates, escalation and closure. Users can attach photographs, live images and voice notes to complaints, monitor progress, submit feedback and reopen eligible complaints within the prescribed time limit.

The solution incorporates role-based access, mobile number and OTP-based authentication, complaint categorization, automated notifications, escalation mechanisms, performance monitoring and comprehensive reporting. Its analytical dashboards provide real-time insights into pending, assigned and resolved complaints, technician-wise performance, complaint trends and the performance of outsourced agencies, enabling informed decision-making and improved service delivery.

The system also supports QR-code-based complaint acknowledgements through self-service kiosks, along with centralized management of complaint records and related establishment or quarter’s information, as configured for the respective MES unit.

Key Benefits:

• Centralized and transparent complaint management.
• Convenient complaint registration through web, mobile app and kiosk.
• Faster assignment, response and resolution of service requests.
• Real-time monitoring and escalation of pending complaints.
• Improved accountability of field staff and service providers.
• Comprehensive reports, analytics and performance evaluation.
• Digital records, feedback collection and improved user satisfaction.
• Enhanced operational efficiency and service delivery across MES establishments.

The MES Online Complaint / Grievance Management System aims to strengthen administrative oversight, streamline maintenance-related workflows and promote a responsive, accountable and citizen-centric service environment through digital technology.