SAMPARK Help Center
A complete user manual for all roles in the system.
Customer Guide
Role Overview
As a Customer, you are the primary user of the portal. Your main functions are to submit new grievances, track their status, and provide feedback once they are resolved.
Customer Grievance Flow
graph TD
A[Start] --> B{Submit New Grievance};
B --> C[Grievance ID Assigned];
C --> D{Track in My Grievances};
D --> E[Status: New];
E --> F[Status: In Progress];
F --> G{Action by Controller};
G --> H[Status: Resolved];
G --> I[Status: Reverted];
H --> J{Provide Feedback};
J --> K[Status: Closed];
I --> L{Provide More Info};
L --> F;
User Manual
Home Page
- View the latest News & Announcements from the railway authorities.
- Access important services quickly through the Quick Links section.
Submitting a New Grievance
- Navigate to Grievances > New Grievance.
- Select the Complaint Type and Subtype.
- Provide a Detailed Description and other required fields.
- Optionally, upload images as Evidence.
- Click Submit Grievance to get a unique tracking ID.
Tracking My Grievances
- Go to Grievances > My Grievances to see all your submissions.
- Click View to see the full details and history of a complaint.
Providing Feedback (For 'Resolved' Grievances)
- When a grievance status is Resolved, a "Give Feedback" button will appear.
- Click it to rate the resolution and add comments. This closes the complaint.
Providing More Information (For 'Reverted' Grievances)
- If a status is Reverted, a "Send Again" button will appear.
- Click it to add more details or upload new evidence as requested.
Controller Guide
Role Overview
As a Controller, you manage and resolve grievances assigned to your department. Your goal is to investigate issues, take action, and communicate with the customer.
Complaint Handling Flow
graph TD
A[New Complaint Assigned] --> B{View in Complaints to Me};
B --> C{Acknowledge};
C --> D[Status: In Progress];
D --> E{Investigate & Act};
E --> F[Resolve];
E --> G[Revert];
E --> H[Forward];
F --> I[Status: Resolved];
G --> J[Status: Reverted];
H --> K[Assigned to New Dept.];
User Manual
Managing "Complaints to Me"
- This is your main inbox for all assigned grievances.
- Click View to open the detailed page for any complaint.
Processing a Complaint
- Acknowledge: Mark a 'New' complaint as 'In Progress'.
- Resolve: After taking action, provide a resolution summary and mark as 'Resolved'.
- Revert: Send the complaint back to the customer if you need more information.
- Forward: Re-assign a complaint to the correct department if it was wrongly assigned to you.
Accessing Reports
- Navigate to the Reports section to view various system reports.
Viewer Guide
Role Overview
The Viewer role is a read-only role designed for monitoring and oversight. Viewers can access system-wide reports but cannot take any action on complaints.
Viewer Flow
graph TD
A[Login] --> B{Navigate to Reports};
B --> C{Select Report Type};
C --> D[View & Analyze Data];
User Manual
Viewing Reports
- Your primary function is to access the Reports section.
- You can view all available reports, including complaint statistics and performance metrics.
- Utilize the filters to narrow down the data to get the specific insights you need.
Admin Guide
Role Overview
As an Admin, you have the highest level of access. You are responsible for user management, system configuration, and overall monitoring.
Admin Functions Overview
graph TD
A[Login] --> B{Admin Dashboard};
B --> C[Manage Users];
B --> D[System Settings];
B --> E[Communication];
B --> F[Monitoring];
C --> C1[Create, Edit, Deactivate];
D --> D1[Categories, Email Templates];
E --> E1[Bulk Email, News];
F --> F1[Logs, Reports, All Complaints];
User Manual
User Management
- Go to Admin > Users to create, view, edit, and deactivate all user accounts.
System Configuration
- Manage Categories: Define complaint types and subtypes.
- Email Templates: Create and edit automated emails.
- Quick Links: Manage the links on the Customer home page.
Communication
- Bulk Email: Send mass emails to users, filtered by role or department.
- News & Announcements: Post updates for the customer home page.
Monitoring & Oversight
- System Logs: View detailed logs of system activities for troubleshooting.
- Reports: Access all system reports with unrestricted filters.