Mobile Based Complaints And Suggestions System With Geospatial Data

Abstract

The Public Organizations Plan Is To Improve The Quality Of Service And Citizen Satisfaction, And Keep Citizens Safety And Security For The Wellness Of The Community. To Hear The Real Voice Of The Customers, The Service Providers Are Open To Process Suggestions And Complaints Of Customers.? Providing Any Suggestions And Lodging Complains Is Not An Easy Process For The Customers. They Have To Follow A Long Procedure And Formalities To Report Such Problems Like Roads In Bad Conditions, Environment Cleaning, Potholes, Rule Violations, Electric Related Problems, Water Wastage Etc. The Purpose Of This Study Is To Investigate The Problem, Collect Data From Citizens And Service Providers, Analyze The Data, Design A Framework Based On Acquired Information To Solve Identified Problems, Develop And Evaluate A Prototype. The Framework, We Developed Lets Citizens Report Problems In Their City To Relevant Authority And Track The Status Of Their Complaints Or Suggestions. So, Whenever People Come Across Any Issues In Service Provision, Transportation, Environment Cleanliness, Electric, Water Etc... , They Can Inform To The Concerned Public Body And Track Issue Status Through Mobile Device. The Complaints Are Registered Into The System Through The Mobile Application. The Global Positioning System (GPS) Sensor Is A Feature Of Smart Mobile Devices Which Used To Determine The Exact Location Of The Problem And Camera Can Be Used To Take The Picture Or Video Of Visual Problem. Customers Can Compose Complaints Or Suggestions By Recording Their Voice. The System Shows The Entire Public Service Delivery Points Near The Current Position Of The User In The Order Of Distance. The Customer Needs To Choose Concerned Authority From The List. If They Do Not Know The Concerned Authority They Can Get Help From Mobile Application. Then Concerned Authorities Can Get The Provided Customer Complaints And Suggestions Of Their Own Via A Web Application. The Framework Is Evaluated Considering Different Evaluation Metrics Like Software Quality Attributes And ISO Standards.? The Framework Could Eliminate The Problems Of Citizens Which Are Difficult To Register Complaints Or Suggestions And Can Enhance Citizen Participations In Service Improvement. The Prototype Is Evaluated By Sample Users By Preparing Evaluation Criterion.