We are looking forward to replace the old traditional system by computerized system to run the whole system in an adept manner and this would remove the sense of miscommunication between both sides. The number of advantages by enforcing this computerized online system are significantly greater as compared to the old traditional system. But if we have switched our system to online system and number of workers are not enough. It will make the system difficult for executing agency and the complainant. In this modern era, world is moving in a fast and more managed manner where everything would ultimately be provided through internet. To make UET among the best engineering institutes around the world we need to compete with others in the field of maintenance to make our system more efficient so we have to replace the old system by modern computerized online system. If we will use traditional systems in our offices, this may not lead us towards permanent solution. We have recommended OSticket system. It is best fit for the Online Maintenance System, UET.

1. ONLINE MAINTENANCE & COMPLAINT
SYSTEM
REPORT I
SUBMITTED BY:
MUHAMMAD AURANGZAIB 2015-CE-04
MUHAMMAD UMAR FAROOQ 2015-IM-07
OSAMA AHMAD 2015-MC-11
USMAN ALI 2015-MC-14
SHEHARYAR ABBAS 2015-ME-537
SUBMITTED TO:
Mr. ASIF JAH (PROJECT DIRECTOR, UET)
DATE OF SUBMISSION: JULY 26, 2017
BUILDING AND WORKS DEPARTMENT
UNIVERSITY OF ENGINEERING AND TECHNOLOGY, LAHORE

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Contents
1 Introduction: ..................................................................................................................................................... 2
1.1 Overview of University: ............................................................................................................................ 3
1.2 Faculty & Departments:............................................................................................................................. 3
2 Building & Works Department Introduction:................................................................................................... 4
3 Maintenance and Complaint Cell: .................................................................................................................... 5
3.1 Survey Result:............................................................................................................................................ 5
4 Recommendations: ........................................................................................................................................... 6
5 Introduction to Online Maintenance & Complaint System: ............................................................................. 7
5.1 Methodology:............................................................................................................................................. 7
6 Suggested Interface:.......................................................................................................................................... 8
7 Suggested Logo for Online Maintenance & Control System: .......................................................................... 9
8 Suggested System:.......................................................................................................................................... 10
9 OS-Ticket System:.......................................................................................................................................... 12
9.1 Complaint Filter....................................................................................................................................... 13
9.2 Agent Collision Avoidance...................................................................................................................... 14
9.3 Assign and Transfer:................................................................................................................................ 15
9.4 Auto-Responder....................................................................................................................................... 16
9.5 Internal Notes........................................................................................................................................... 16
9.6 Service Level Agreements ....................................................................................................................... 17
9.7 Customer Portal ....................................................................................................................................... 17
9.8 Dashboard Reports:.................................................................................................................................. 17
10 Conclusion:................................................................................................................................................... 18

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1 Introduction:
University of Engineering and Technology,
Lahore (abbreviated as UET Lahore) is a public
research university located in Lahore, Punjab,
Pakistan.
Founded in 1921 as Maclagan Engineering
College, it was named after Edward Douglas
Maclagan. In 1932, the school became an
affiliated college of the University of Punjab and
began offering undergraduate degrees in
engineering disciplines. In 1962, the university
was granted a charter and renamed as the West
Pakistan University of Engineering. In 1972, the
university was renamed as UET. It established a
second campus in 1975 in Taxila, which in 1998
became an independent university in its own
right.
The university, as of 2016, has a faculty of 881
people with 257 with doctorates. It has a total of
9,385 undergraduate and 1,708 postgraduate
students studying over 32 STEM majors. It has
a strong collaboration with University of South
Carolina, University of Manchester and the
Queen Mary University and has conducted
research funded by Huawei, Cavium Networks,
Microsoft and MontaVista. It is one of the
highest ranked universities in Pakistan, with
domestic rankings placing it as the fifth best
engineering school in Pakistan, while QS World
Rankings putting UET as 701st in the world
every year between 2013 and 2016, it is also
ranked as 251 in Asia by the same publication in
2016.

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1.1 Overview of University:
Student enrollment 8865
PhD enrollment 188
Departments 24
Research centers 17
Faculty 741 (including 122 PhDs)
Faculty under PhD training Foreign 180
Local 37
Undergraduate programs 29
Postgraduate programs 55
Supporting staff 1707
Student enrollment, undergraduate 7005
Student enrollment, postgraduate 1860
Total enrollment 8865
Student hostels 16 (2700 students)
Cafeteria 5
Sports facilities 5 play grounds
Transport facilities 51 buses
Student service centers 2
1.2 Faculty & Departments:
UET Lahore offers bachelors, masters and doctoral degrees, under the following faculties
• Faculty of Architecture and Planning
• Faculty of Business and Management
• Faculty of Chemical, Mineral and Metallurgical Engineering
• Faculty of Civil Engineering
• Faculty of Earth Sciences & Engineering Faculty of Electrical Engineering
• Faculty of Mechanical Engineering
• Faculty of Natural Sciences, Humanities and Islamic Studies
Departments:
The university consists of 33 departments
• Computer Science and Engineering
• Electrical Engineering
• Mechanical Engineering
• Industrial and Manufacturing Engineering
• Mechatronics & Control Engineering
• Civil Engineering
• Transportation Engineering
• Architectural & Building Engineering
• Environmental Engineering and Management
• Metallurgical and Materials Engineering
• Product and Industrial Design

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• Chemical Engineering
• Polymer and Process Engineering
• Petroleum Engineering
• Mining Engineering
• Geological Engineering
• School of Architecture and Design
• City and Regional Planning
• Humanities and Natural Sciences
• Mathematics
• Physics
• Chemistry
• Business Management
Research centers
The university consists of 17 research centers:
• Al-Khawarizmi Institute of Computer Science (http://www.kics.edu.pk)
• Huawei – UET Joint TeleComm and IT Center (http://www.kics.edu.p k/hutic/index.php)
• Center for Language Engineering (http://www.cle.org.pk)
• ZTE – UET Joint TeleCom Center (http://www.uet.edu.pk/zte_uet/)
• Laser and Optronics Center (http://www.uet.edu.pk/Laser/)
• Energy Research Technologies Development Center (http://www.uet.ed u.pk/etdcentre1/)
• Institute of Environmental Engineering and Research (http://www.uet.e du.pk/IEER/)
• DSP & Wireless Communication Center (http://www.uet.edu.pk/wdsp/)
• Center of Excellence in Water Resources Engineering (http://www.cewre.edu.pk/)
• Research Center (http://www.uet.edu.pk/researchcentre/)
• Software Engineering Center (http://www.uet.edu.pk/software_engg/)
• Manufacturing Technologies Development Center (http://www.uet.edu.pk/MTDC/)
• Automotive Engineering Center (http://www.uet.edu.pk/aec/)
• Nano Technology Research Center (http://www.uet.edu.pk/nanotechnology/)
• Innovation and Technology Development Center
• Engineering Services UET
• Center for Energy Research and Development
• Bio Medical Engineering Center
More than 650 students are foreign students and more than 1000 are female students.
2 Building & Works Department Introduction:
Building and Works department basically deals with the projects of buildings and maintenance
going on within the campus. Giving and ending contract with contractors with respective work
is performed under this department. Director of Building & Works Department is Mr. Asif Jah
who also chairs the Maintenance & Complaint cell situated beside UET Students Service
Centre for Girls.

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This department deals with the problems of buildings and their maintenance. Main problems
served under this department are:
• Electrical
o Overall electric work in the campus
• Plumbing
o Leakage of main pipe lines.
o Fixing kitchen water system etc.
• Carpenter
o Complete carpentering related works in the campus
• Mason
o Repairing and laying of the floor.
o Constructing the wall and repairing etc.
• Gas
o Leakage of high pressure gas pipe lines.
• Welding Work
• Sewerage
o Desilting & desludging of main and house sewer.
• AC
Problems regarding these areas of all 33 departments & 17 research centers and resident
colonies are served.
3 Maintenance and Complaint Cell:
Complainant visits the cell and register one’s complain according to above areas. Cell plants a
complaint No. on their application and relevant in-charge assign task to concerned worker. The
worker visits the complainant’s address to ensure the problem. If worker requires some material
that is going to be used there. Worker will visit the store with the list of materials and the
concerned assistant engineer will issue that material. After the completion of task, complainant
will sign the document and that document will be kept for record which is managed on daily
basis. This record will serve the purpose of
• Daily basis record keeping
• Managing daily progress sheet
At the end of the month, the assistant engineer will submit complete month’s progress report
to Project Director and the Project Director will forward it to Vice Chancellor.
3.1 Survey Result:
Survey was conducted within Colony Maintenance & Complaint Cell. Following are the
findings of case study.
• There is main communication gap between complainant and the office.
• Complainant may need immediate response but there is possibility of being not to be
served in manual system.
• Office carries traditional system of recording the complaints.

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• Manual system impacts bad impression on complainant’s mind. One may think that it is
just document type of work which is never going to be served.
• Complainant visits again and again the office to check the progress of his/her complaint.
• Number of workers are less as compared to the community being served.
• Criticality of work could be stubbed under documents.
• Almost 50 complaints are recorded in a day. From that complaints only 70-80% are
served. Other complainants do not know what has been done of his/her complain. Here
is the summary of monthly attended complaints of year 2016.
4 Recommendations:
There are few recommendations for this system,
• Communication which is carried out with paper work should be minimized.
• Online system of complaint should be introduced and their communication must be
satisfactory.
• There should be a queue system on internet if worker is busy, so that complainant must
know that he/she is in queue.
• Sense of criticality of work should be introduced.
• Via online system, sense of favoritism among office and complainant could be minimized.
• Complainants will be served at his place without having a single visit to office from his/her
hectic routine.
• Number of workers should be increased to serve the community.
• There must be proper supply in Building and Works Store in order to timely counter
maintenance related work issues.
• Seriousness and positive attitude of complainants is highly required to switch the change.
• There must be reasonable fee to serve the complainants.
690
761 783 773
919
693
614
732
657 696
865
744
0
100
200
300
400
500
600
700
800
900
1000
Complaintsattended
Months
Summary of Complaints attended 2016

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• If number of worker are less and system has been switched to online complaint system.
Online complaint system will not serve its purpose. It will make system tough and severe.
There must be increase in number of workers to cop up the difference.
5 Introduction to Online Maintenance & Complaint System:
Online complaint maintenance system in UET is a step to ease community living within the
campus. Problems and Issues regarding areas of Building and Works department in UET Lahore
will be submitted online. The complainant will write mandatory information about problem and
submit it to online maintenance portal via Internet.
The worker will visit the address and check the problem. Then worker will make a list of materials
required for maintenance/repairing the problem. Materials will be issued to the worker from
Building and Works store. The problem will be served.
5.1 Methodology:
1
•Observation of Working in
Office
2
•Recommendations of Online
System
3
•Proposing the rough draft
online complaint system
4
• Establishing the excel sheets in order to
manage the record/rough draft idea
5
•Proposing the interface of the
entire system
6
•With the help of professionals,
defining the protocols
7
•Executing the system, trail
version
8
•Collecting the feedback from
office and complainants
9
•Redefining the interface,
finalizing the system

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6 Suggested Interface:

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Complainants have to fill all these mandatory fields to submit the complaint. Complainant will
have a copy of his/her complaint on email and mobile phone as well when he/she will click on
submit button.
Office will have list of submission with all the required details.
Submission will automatically be saved in excel file where office can generate daily, monthly and
yearly progress sheet. All data will be saved online.
7 Suggested Logo for Online Maintenance & Control System:

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8 Suggested System:

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OS ticket system will provide you a form where complainant will provide the details. Issue
summary is complaint type. Issue detail is complaint detail that complainant has to write.

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9 OS-Ticket System:
Auto-Response templates also contain the rich text which allows you to further brand your help
desk to your customers by adding your logo. Pictures as well as video can be added to a ticket
when responding.

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9.1 Complaint Filter
Define rules to route incoming tickets to the right departments or staff members, and action triggers. By
using the filter system, osTicket empowers you to automate the creation and routing of tickets. Set
actions such as ticket rejection, automatic department assignment or even send a canned response!

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9.2 Agent Collision Avoidance
Ticket locking mechanism to allow staff to lock tickets during response and avoid conflicting or
dual responses. Avoid multiple agents responding to the same ticket at the same time! You set the
amount of time the lock remains on a ticket. When a ticket is locked, other staff can not respond
to the ticket until the lock expires.

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9.3 Assign and Transfer:
Transfer tickets between departments to make sure it's being handled by the correct staff. Assign
tickets to a staff or to a team. Tickets can be auto-assigned by help topics or departments when
they arrive, but what if they need to be reassigned? No problem! You can reassign tickets to staff
or a team of staff or transfer to a different department all together. Transfers and assignment notes
are logged as internal notes in the ticket thread so you can keep track of where the ticket has been
routed to for processing.

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9.4 Auto-Responder
Configurable automatic reply sent out when a new ticket is opened or a message is received. Auto
responses can be formatted to pull information from the ticket to personalize the email. osTicket
supports placeholder variables such as %{ticket.name.first} which will become the user's first
name when the automated response is sent. Auto responses can be edited and customized for each
department and associated with help topics.
9.5 Internal Notes
Add internal notes to tickets for staff. Activity logs let you see events or actions that have been
taken, when they took place, and by whom.

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9.6 Service Level Agreements
SLA Plans allow you to track tickets and due dates without the hassle. Get overdue alerts and
notices on missed due dates, and priority escalation. Create an unlimited number of SLA Plans
and assign them to help topics, departments or ticket filters.
9.7 Customer Portal
All support requests and responses are archived online. User can login using email and ticket ID.
No user account or registration required to submit a ticket.
9.8 Dashboard Reports:
Get system overview and basic historical statistics on tickets count and status per department, staff
and help topics. Dashboard reports give you an at a glance view at the performance and
functionality of your help desk. You can also download and export more ticket detail by
performing an advanced search from the ticket queue.

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10 Conclusion:
We are looking forward to replace the old traditional system by computerized system to run the
whole system in an adept manner and this would remove the sense of miscommunication
between both sides. The number of advantages by enforcing this computerized online system
are significantly greater as compared to the old traditional system. But if we have switched our
system to online system and number of workers are not enough. It will make the system difficult
for executing agency and the complainant. In this modern era, world is moving in a fast and
more managed manner where everything would ultimately be provided through internet. To
make UET among the best engineering institutes around the world we need to compete with
others in the field of maintenance to make our system more efficient so we have to replace the
old system by modern computerized online system. If we will use traditional systems in our
offices, this may not lead us towards permanent solution. We have recommended OSticket
system. It is best fit for the Online Maintenance System, UET.