Complaint and License Management Portal

Ministry of Tourism & Culture implements a web based system that helps them manage the operations around complaint and license management related to tourism industry in Malaysia.


About Client

Tourism is a one of the biggest industries of Malaysia and our client – Ministry of Tourism & Culture – plays a crucial policy and supervisory role for the industry.


The Need

Our client wanted to develop a system that could help them streamline their internal operations around the management of licenses and complaints related to tourism services companies such as tour operators, travel agents, and tourism training institutes.


System Features

GoodCore worked with the multiple teams at the client organization to analyze and document the specifications of the software that was being envisioned. We then developed a web based application that has features to cater to multiple government departments which are involved in granting licenses and managing tourists’ complaints.

The system offers features to detect expired licenses, issue summons, and perform investigations on complaints leading up-to court action. The system captures documentary details and allow a flexible work flow between multiple teams to address various real life scenarios.

The system also has a “Merit Demerit” module whereby all the license holders are given a rating by the Ministry upon initial granting of license. If verified complaints are received against the license holder, ratings are reduced according to the offense levels pre-defined in the software. The system keeps a history of ratings given to one offenders for every license period.


The Impact

The software enables our client to monitor and enforce a high standard of service in the Tourism industry of Malaysia.


Requirements Analysis

  • Domain knowledge acquisition
  • Highly extensive brainstorming sessions to understand and propose solution to their design and performing issues
  • Risk Assessment and impact of the changes made to the existing functionalities

Design, Development & Technologies

  • UI Design fixes and improvement
  • Performance optimization and Query optimization
  • Complex reporting
  • Update existing architecture to highly secured architecture and stable system
  • Payment Gateway and other Complex external system integration

Testing & Launch

  • White box & black box testing
  • Launch on Staging & Live Environments
  • Post Launch Testing, support and enhancements

Technologies Used

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