Dagmawi Zewdu 👋
A Passionate Frontend Developer 🖥️ & Backend Developer having 7+ years of Experiences over 3+ Country Worldwide.
Client For:
Ethiopian Trading Governmental Organization
Overview
Qereta is a comprehensive complaint management system designed to handle multiple types of complaints efficiently. The platform allows users to submit complaints, track their status, and receive responses. Complaints can be in different states such as draft, on-hold, finished, or responded. If a complainant is not satisfied with the resolution, they can appeal. The system provides structured role-based access control, including roles for complainants, complaint responders, professionals, team leaders, and the CEO. Qereta streamlines the complaint resolution process for the Ethiopian Trading Governmental Organization, ensuring transparency and accountability.
Frontend Tools: Next.js, Ant Design, Tailwind CSS
Backend Tools: Express.js, PostgreSQL
System Integration and Architecture: The system is built to handle complaint submissions from various stakeholders, ensuring proper resolution and follow-up. The frontend, developed using Next.js with Ant Design and Tailwind CSS, provides a seamless and intuitive user experience. The backend, powered by Express.js and PostgreSQL, efficiently manages complaint data, user roles, and the appeal process. Role-based access control ensures that different user types can interact with the system appropriately, from complaint submission to resolution tracking. The appeal functionality ensures that users can escalate unresolved issues, making the system fair and responsive.
Challenges
Developing Qereta involved several technical challenges, including managing complaint statuses dynamically, implementing a robust role-based access system, and ensuring an efficient appeal process. The system had to support multiple complaint states while maintaining a smooth workflow for both complainants and responders.
Managing Multiple Complaint States
- Challenge: The system needed to handle different complaint states such as draft, on-hold, finished, and responded, ensuring smooth tracking.
- Solution: Implemented a dynamic state management system in PostgreSQL with status-based workflows to allow proper complaint tracking and updates.
Role-Based Access Control
- Challenge: Different users needed different access levels, including complainants, responders, professionals, team leaders, and the CEO.
- Solution: Developed a role-based authentication system using Express.js and PostgreSQL to ensure secure access control and appropriate data visibility for each role.
Appeal Handling Mechanism
- Challenge: Users should be able to appeal if they are not satisfied with the response to their complaint.
- Solution: Designed an appeal system that allows complainants to escalate unresolved complaints, ensuring a fair and transparent resolution process.
User-Friendly Complaint Submission Process
- Challenge: The system needed to offer an intuitive and simple interface for complainants to submit complaints efficiently.
- Solution: Implemented a Next.js frontend with Ant Design and Tailwind CSS, providing an easy-to-use, responsive interface for complaint submission and tracking.
Results/Conclusion:
By implementing a structured role-based complaint management system with a seamless appeal mechanism, Qereta successfully addresses complaint handling challenges. The result is a transparent, scalable, and efficient complaint resolution platform that ensures accountability and responsiveness for the Ethiopian Trading Governmental Organization.
