SMART CITY COMPLAINT MANAGEMENT
ABSTARCT :
Customers are the essential factor in the organization. The business has to support the customers' preferences and demands for creating the customer loyalty, which make the customer still purchases with the particular company.
The customer may feel dissatisfied with the service when he or she receives the delay of services and they do not know the channel for filing the complaint, and also the current complaint handling in the organizations still has the problems.
Therefore, we, developers of this project implemented the Smart Complaint Management System (SCMS) consisting of the mobile application, chatbot and web application, for solving the customer’s dissatisfaction issue.
Furthermore, the SCMS has the service for classifying the complaint, then automatically direct to the responsible department, and the service for finding the similar complaint to avoid submitting the duplicate complaint.
The test result shows that this system is able to reduce the time and procedures for complaint handling, increase the channel for filing the complaint, and increase the channel for progress reporting and tracking the status of the complaint.
EXISTING SYSTEM :
SCMS is developed to handle the problems using the mobile application and chatbot for customers to submit the complaints and the web application for the organization to manipulate the complaints.
Moreover, the back-end services provide the service for classifying the complaints to the proper department, and the service for finding the similar complaints to prevent the duplicate complaints.
The scope of SCMS would focus on maintenance complaints. For example, classroom maintenance, lab maintenance, and restroom maintenance.
The system is the prototype for applying to Faculty of Information Communication and Technology, Mahidol University before expanding to the entire campus and other organizations.
DISADVANTAGE :
Sensitive Data: These systems often collect sensitive personal information from citizens, such as location data, contact details, and complaint specifics, which can be vulnerable to hacking or misuse.
System Reliability: If the complaint management system suffers from bugs, downtime, or crashes, complaints may go unaddressed, leading to frustration.
Digital Divide: Not all citizens are comfortable using technology or may lack access to smartphones, computers, or reliable internet connections, making it difficult for them to lodge complaints effectively.
Maintenance Costs: Regular updates, system maintenance, and monitoring can be costly, requiring skilled personnel and infrastructure.
Lack of Human Interaction: Relying solely on an automated system might reduce the opportunity for citizens to discuss complex issues with a human representative, leading to a more impersonal service.
PROPOSED SYSTEM :
The system will provide multiple channels for citizens to lodge complaints, such as mobile apps, websites, and social media, ensuring accessibility for all. Once a complaint is submitted, it will be automatically categorized and routed to the appropriate department for swift resolution.
Real-time tracking will allow citizens to monitor the progress of their complaints, receiving timely updates and notifications. The system will also feature automated assignment to ensure the right teams address each issue based on urgency and type.
For unresolved or complex complaints, escalation protocols will be in place to ensure higher authorities step in as needed. Through an integrated analytics module, the system will generate insights that help city officials identify recurring problems and make data-driven decisions to improve urban services.
A feedback mechanism will allow citizens to rate the resolution process, providing valuable input to continuously improve service delivery. Moreover, the system will be designed with robust security features, ensuring user data privacy and protecting against cyber threats.
ADVANTAGE :
Quick Resolution: Automated systems can process complaints faster than traditional methods, ensuring timely responses and actions. Automated routing of complaints to the relevant department speeds up resolution.
24/7 Accessibility: Citizens can lodge complaints at any time, without being constrained by working hours, ensuring continuous feedback and support.
User-Friendly Interface: Smart systems often provide easy-to-use interfaces, making it simple for citizens to file complaints, provide feedback, and follow up.
Reduced Administrative Costs: Automation reduces the need for manual handling of complaints, saving administrative time and resources.
Real-Time Updates: Citizens can track the status of their complaints in real-time, which helps improve trust in the system.
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