CENTRALIZED CITY COMPLAINT PORTAL WITH CITIZEN REPORTING AND STATUS TRACKING DEPENDENT FEEDBACK ANALYTICS

Abstract

Rapid urbanization has significantly increased the demand for efficient civic services and responsive urban governance. City administrations are responsible for resolving a wide range of public issues, including road damage, waste accumulation, water supply interruptions, streetlight failures, and sanitation-related problems. However, in many municipalities, citizen complaints are still handled through traditional methods such as phone calls, written applications, or in-person visits to government offices. These manual processes often lack proper documentation, transparency, and real-time tracking, making complaint management slow and inefficient. Delayed responses, poor coordination among departments, loss of complaint records, limited accountability, and the absence of a centralized monitoring mechanism reduce the overall effectiveness of civic service delivery. As urban populations continue to grow, these challenges emphasize the need for a scalable and technology-driven complaint management solution. The research introduces a centralized web-based platform that enables citizens to report civic issues, upload relevant information, and monitor complaint status throughout the resolution process. The system allows administrators to categorize complaints, assign them to appropriate departments, update progress, and monitor service performance through a unified dashboard. Developed using React and CSS for the frontend, Node.js for backend processing, and MySQL for database management, the platform ensures secure access, reliable data handling, and efficient workflow management. The proposed system enhances transparency, improves response efficiency, strengthens citizen participation, and supports informed decision-making, ultimately contributing to accountable governance and smarter, more responsive urban civic service management.