Case Study: Using SMS To monitor Complaints In China
The Client: The World Bank
Summary
The World Bank partnered with Eggplant Digital in China to design and develop a complaint monitoring system through which displaced persons and others impacted by the construction of the Yichang-Badong Expressway highway, can send a complaint via SMS, an online form or email.
Eggplant provided the following services to The World Bank:
- Product design and development
- QA/Testing
- Help documentation
- Technical support and training
Client Background
The World Bank is a vital source of financial and technical assistance to developing countries around the world. They are made up of two unique development institutions owned by 186 member countries—the International Bank for Reconstruction and Development (IBRD) and the International Development Association (IDA).
The Challenge
On past road development projects The World Bank has relied on a well established protocol to handle resettlement complaints. However, due to the traversing mountainous terrain in an environmentally sensitive area they sought a solution to strengthen this protocol.
How We Helped
Eggplant Digital provided the resources and technology to create an easier way to handle the resettlement complaints. Today in China, there are over 703 million mobile phone users, therefore it was thought the easiest way for displaced users to make complaints would be via SMS. We provided an infrastructure to send an SMS and created an interface through which the messages could be managed. We also designed and built a website portal through which information could be broadcast about the progress of the resettlement.
Overview
- The website – used to store and display information on the project environment and resettlement status. Offering downloads as well as summary statistics showing the progress of resettlement.
- The ‘Complaint Logging System’ allows complaints to be logged in three ways: (1) through a form on the web site; (2) by sending a message; and (3) via e-mail. The system records the details of the message, sender information, date received, and the elapsed time for dealing with the complaint as well as the outcome. Later, when resolved, the complainant is notified of the resolution.
- Reporting – The system also provides reports to monitor the amount of complaints from the different areas of the project. This can also be exported to excel.
The Results
This project is still currently unfolding and in the coming weeks we will be working onsite in Hubei to help implement the system and train those involed. In the coming months, we will be able to learn and evolve the system with updates being made seamlessly online.