SWAS - Service With A Smile

SWAS-Service With A Smile
-Mobile App based help desk and query handling system in the MSME sector


One of the challenges that an average entrepreneur faces is lack of institutional facility in government to follow up on matters of pending/delayed statutory clearances in various government offices. Department of MSME and Textiles, Government of West Bengal has taken an initiative to provide a mobile app that offers a help-desk and enquiry handling system. The system is a digital gateway for micro, small and medium enterprises to reach the office concerned of the Department with their queries on statutory compliance and incentives.

The application can be downloaded on any Android smart phone. After logging in, the user is presented with a simple screen, where the problem or query can be typed. If an answer to this query is in the database of “frequently asked questions” (FAQ), the answer will be immediately shown on the screen. If the answer is not present in the database, it will let the user create a “help desk” ticket or an “enquiry” ticket, depending upon whether the user is trying to get some information, or has difficulty in getting a job done.

The will be recorded with date and time stamp and automatically sent to the respective District Industries Centre (DIC) for resolution. If the concerned DIC does not resolve it in a given time frame, it will be escalated to a designated officer in the Directorate for resolution. All “help desk” and “enquiry” issues can be tracked and report can be generated. Thus, the MSME entrepreneurs will get one medium to lodge their questions and their queries can be tracked and handled effectively in a transparent manner.