Complaint evaluation and feedback system

Abstract

This book introduces the (CEFS), a web-based application designed to improve the complaint resolution process for students at Makerere University. The system provides a platform for students to submit complaints regarding academic results and allows lecturers to provide feedback. CEFS aims to replace the manual complaint process with an efficient online platform. It includes features such as a chatbot and Frequently Asked Questions (FAQs) section for user assistance. The book outlines the purpose, scope, and architecture of CEFS, along with its components, data design, and human interaction design. The book begins with an introduction to CEFS, explaining its purpose and target audience. It describes the system's scope, which covers complaint submission, processing and feedback, communication with students, tracking and reporting, and continuous improvement. The document is divided into sections that provide a comprehensive overview of CEFS, including its system overview, architecture, data design, component design, and human interaction design. The system overview section describes the major components of CEFS, such as the user interface, user access control and role assignment module, chatbot and FAQs, analysis module, database, and feedback module. The system architecture section presents the client-server architecture of CEFS, highlighting its scalability, centralized control, flexibility, and robustness. The data design section provides a detailed description of the system's data structures and includes a data dictionary for entities such as students, lecturers, complaints, and marks. The component design section focuses on specific modules within CEFS, including login and user level data access, chatbot/FAQ, analysis module, and evaluation and feedback. It presents pseudocode examples to illustrate the functionality of each module. The human interaction design section showcases the user interface of CEFS, featuring screen images of the student dashboard, complaint pages, and other relevant screens. It also describes the screen objects and actions available to users. The book section concludes with a requirements matrix that outlines the system's functional and non-functional requirements, and appendices that provide additional resources and documentation for further reference. Overall, this book serves as a comprehensive guide to understanding the design and functionality of the Complaint Evaluation and Feedback System (CEFS) at Makerere University.