3. Add Dept & Complaints

Overview

This phase creates the core masters used by CMS. These masters drive routing and SLA.

3.1 What you’ll create

You will create:

• Departments (Water, Sanitation, Electricity, etc.)
• Designations (Engineer, Manager, Supervisor, etc.)
• Complaint Types (Water not coming, Garbage not collected, etc.)

3.2 Download the template

Step 1: Find the Common Master section.

Step 2: Run the download cell.

Step 3: Open Common and Complaint Master.xlsx from the notebook files.

3.3 Fill Sheet 1: Departments & designations

Example Data:

Department Name*	Designation Name*
WATER DEPARTMENT	engineer
WATER DEPARTMENT	manager
WATER DEPARTMENT	supervisor
SANITATION	engineer
SANITATION	supervisor
ELECTRICITY	technician

Important:

• You can add multiple designations for one department
• Department names must be EXACTLY the same spelling

3.4 Fill Sheet 2: Complaint types

Example Data:

Complaint Type*	Complaint sub type*	Department Name*	Resolution Time (Hours)*	Search Words
Water Issues	Tap broken	WATER DEPARTMENT	24	water,tap,broken
Water Issues	No water supply	WATER DEPARTMENT	12	water,supply,no water
Garbage	Not collected	SANITATION	8	garbage,waste,collection
Street Light	Not working	ELECTRICITY	48	light,street,bulb

Important:

• Department Name must match EXACTLY with Sheet 1
• Resolution Time is in hours
• Search Words help citizens find complaints (use commas)

3.5 Upload and process

3.6 Check results