Projects | Studio | Awards
B | Spring 2022 | PBSS - Complaint Redressal System
  • Student MANSI SANTOSH KESHARWANI
  • Code PUM21208
  • Faculty Management
  • Tutor/s Gayatri Doctor,Himadri Panchal,Manish Vadanere,Tithi Kansagra

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Public Bike Sharing System (PBSS) can be defined as a system of a closely spaced network of stations for sharing bicycles and offered for public use, provided or supported by the government. With the increase in population, orienting services toward user satisfaction in order to build user confidence became a priority challenge. Prior to the implementation of an automated and structured public complaint redressal system. The main objective is to improve service delivery, bring efficiency and transparency in the system.

This system is generally introduced under Non-Motorized Transport (NMT) Policies to reduce congestion and CO2 emissions, and to increase use of other Public Transport Systems by providing an option for Last-Mile Connectivity.
Understanding of existing scenario
Learnings from case studies which says resolving customer complaints necessitates the use of a system with multichannel capabilities which help the system works in systemic way.
Proposal for building mechanism of complaint redressal
Detail out process which say how the mechanism will going to work.
Team requirement and KPI for system approach
Complaints can registered through various channel.
Key features of the dashboard and its wireframe
Customer satisfaction score through feedback which going to help in improving the service quality.
The objective is to improve service delivery, bring efficiency and transparency in the system by understanding the existing scenario.