E-complaint Management System and GIS Mapping for Addis Ababa City Administration
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Date
2011-06
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Addis Ababa University
Abstract
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.
Description
Keywords
Effective; Complaint; Management