VED – POD Management System
1. Purpose
To establish a standardized process for PODs (Points of Digital Learning) to report device-related issues through the VED platform with accurate and complete information, ensuring faster and effective resolution.
2. Scope
This SOP applies to all PODs reporting issues related to devices (CPU, Monitor, Mouse, etc.) through the VED dashboard.
3. Process Overview
The complaint submission process consists of two main steps:
- User Preparation (Before Submission)
- Complaint Submission on VED Dashboard
4. Step 1: User Preparation (Before Submission)
Before raising a complaint, PODs must ensure the following:
- Capture Clear Evidence
- Take clear images/videos of the device issue
- Ensure the issue is clearly visible and identifiable
- Device Identification
- Note the serial number of the affected device
- Serial number is mandatory for CPU and Monitor
- For other components (mouse, keyboard, etc.), it is optional (if available)
- Verify Device Label
- Identify the PC number as labelled in the lab (e.g., PC01, PC02)
5. Step 2: Complaint Submission on PMS Dashboard
5.1 Access Complaint Form
- Login to PMS Dashboard
- Click on “Submit Complaint” button
5.2 Fill POD Details
Provide accurate location and contact information:
- POD Name
- Contact Person Name
- Contact Number
- Complete Address
- Pincode
- Use Map Feature to auto-detect location for accuracy
5.3 Enter Device Details
- Select the PC Number (e.g., PC01, PC02)
- Select the Component:
- CPU / Monitor / Mouse / Keyboard / Others
- Enter Serial Number:
- Mandatory for CPU and Monitor
- Optional for other components
5.4 Select Issue Type
- Based on the selected component, relevant issue options will appear
- Select all applicable issues by checking the appropriate boxes
5.5 Upload Supporting Evidence
- Upload clear images/videos of the issue
- Ensure files clearly show the problem for faster diagnosis
5.6 Add Description
- Provide a short and clear explanation of the issue
- Mention any important observations if required
5.7 Submit Complaint
- Review all entered details
- Click on “Submit Complaint” to raise the issue
6. Important Guidelines
- Incomplete complaints (missing proof or details) may delay resolution
- Ensure serial numbers are correctly entered for CPU and Monitor
- Always upload proper visual proof for validation
- Use accurate contact and location details to avoid delays
7. Outcome
- Complaint is successfully registered in PMS
- Further processing and resolution will be handled as per the Complaint Handling SOP
8. Notes
- Proper complaint submission ensures faster turnaround time
- High-quality inputs from PODs improve resolution efficiency
