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Query MIS Solution


A Query MIS Solution is required to be developed and deployed for Financial Institution Division (FID) at the National Bank of Pakistan. The solution will be a web-based application.

The scope of the project is to automate the MIS from the point of inputting the query till the final step when the query is resolved. This MIS solution serves as a tracker through which they can track the entire journey of the queries received at FID. The process flow is defined below along with the approval cycle.


Process Flow for Query MIS:

In the case of Query MIS, the query received by the FID user is via email. We will have 2 options in the system through which we will convert this email into a system query. Option 1, FID user will save the email as a file and upload in the system to create a query. In this option, the system will parse data and create queries for the user. The user will submit the created query for approval submission. Option 2, we will fetch the email from the mail server and parse it automatically to create a query in the system. The user will have to submit the created query for approval submission. Users will be able to forward this query to other persons using this portal and system will be managing thread against the same query. Response to the original query will also be sent through the portal. The work flow of query is defined below:

The step-wise process for this web application will be;

  • Fetching mails from specific server/mailbox to this application
  • Categorizing them on the basis of defined parameters
        • Mail Sender
        • Mail Recipient
        • Subject
        • Keywords in mail Body
        • Creating ticket and send auto response to the customer
        • Case I – with same id
        • Case II – with new id (fresh new thread)
        • Flagging – Tags, Labels, Flags
        • Assigning them to concerned persons
        • Can be done automatically
        • Managing response through web application
        • Managing multiple status for a single ticket/mail
        • Creating & sending response to customer through application
        • Option to select sender from list of ids
        • Maker-Checker approval process
        • Save draft option
        • Closing ticket / Final Resolution
        • Mail Ageing
        • Reminder Alerts & Triggers

An optimized dashboard and reporting module will be available for managers and management to have better data visualization and decision making. Solution will have an option to export the reports in prescribed format for onward use by the users. The detailed requirement for dashboard and reports will be finalized during the business requirement gathering phase. This may have an impact on the timelines and project plan accordingly. Broad level understanding has been attained and is covered under dashboard & reporting module deliverable.

There will be a separate interface for the web application admin which will have a detailed user management module including rights & access management. The administrator will have the following key features to manage:

  • User Management
  • Rights & Access Management
  • Maker / Checker Enabling
  • Template Management
  • Attachments Management
  • Keyword Library Management
  • Flags Management
  • Status Management
  • Senders IDs list management
  • Reporting Module

The requirements shall be finalized on the Business Requirement Document that will be attached as Annexure to this statement once the proposal is accepted.

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