E-complaint Management System and GIS Mapping for Addis Ababa City Administration

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Addis Ababa University


Complaints are valuable sources of information that organizations can use to improve services provided by organizations. But, it is not an easy task to collect complaints and provide a solution for collected ones. An effective complaint management system plays crucial role to privde services in better manner. Realizing this, many countries use electronic complaint management system. Current complaint management system of Addis Ababa City Administration has some limitations. First, it is difficult to reach large group of people and collect complaint from those groups. Second, it is difficult to manage even the collected ones. To alleviate these problems, we developed an electronic complaint management system. The system enables collection of complaint from large group of people using current technologies: Internet and mobile and makes management of complaints easy. Complaints may reach to the system through short message service (SMS) or through website. The system autonomously accepts the complaints and forward to the respective responsibility. To enable spatial analysis of collected data, a GIS map is integrated with the system.



Effective; Complaint; Management