Citizen Care: Automating Municipal Complaints with Chatbots

Dr. K. Selvani Deepthi (Head of Department CSE-AI&ML, DS)

V. Sampath; P. Harris Martin; G. Vamsi Krishna; V. Enoch

Department of Computer Science and Engineering (AI&ML, DS),

Anil Neerukonda Institute of Technology and Sciences

Abstract— The problems faced by the public are increasing day feedback. By addressing major flaws, this paper offers an
by day. A method for creating an app for mobile devices that effective and transparent approach to managing municipal
assists users in reporting issues and provides their current GPS issues, meeting the urgent need for a technologically-driven
location is suggested in earlier research. Previous research solution.
suggests a way to develop a smartphone application that helps
users report problems and shows their current GPS position. Once a user submits a complaint, it's forwarded to the
User complaints fall into some areas, such as road pits and relevant authorities, along with their login information.
sanitization. The authorities can view the complaints based on
the category chosen, they could also view the way for the
Authorities have access to recorded complaints on their
location. Our paper is a web application with a user-friendly pages, and there are consequences for those who file false
chatbot interface for citizens to report problems with details reports.
easily. The system assigns unique identifiers and categorizes
issues, providing municipal authorities with a centralized A. Current GPS Location
dashboard for tracking and resolving problems. This also
includes analytics to identify patterns, allowing proactive The Global Positioning System (GPS) functions as a network
resource allocation for better urban planning. This integrated comprising satellites and receiving devices to ascertain the
system enhances citizen reporting, municipal response, and Earthly location of objects or individuals [1]. This system
contributes to evidence-based decision-making for cleaner, operates through three key components: orbiting satellites,
safer, and more livable cities. ground-based control and monitoring centers, and personal
GPS receivers utilized by individuals. When it comes to
Keywords—Current GPS location, chat-bot, interactive
dashboard, complaint tracking, categorization of complaints.
mobile phones, their GPS systems operate by collecting
signals from satellites, computing their timing, and utilizing
this data to determine the user's location. By comparing the
broadcast times and arrival times of signals from at least four
I. INTRODUCTION satellites, the GPS receiver calculates its distance from each,
The current system for reporting municipal issues is enabling the use of trilateration to precisely identify its
inconsistent and causes delays and frustration among the location. The result is a visual representation of the location
public. To address this, our proposal suggests creating a on a map, as illustrated in the accompanying image. Sample
centralized digital platform with an easy-to-use chatbot for screen for GPS location is shown in Fig. 1.
quick problem reporting. This innovative approach
streamlines the reporting process and promotes better
collaboration between departments.
This platform must include data-driven insights and
advanced analytics. By leveraging this data, local
governments can prioritize tasks, allocate resources
effectively, and enhance responsiveness to community
needs. The ultimate goal of this initiative is to enhance the
overall quality of municipal services and address
longstanding issues within the current framework.
Beyond immediate problem-solving, the paper aims to
encourage proactive management of municipal issues by
providing tools for monitoring reported activity and
conducting analytical evaluations based on public feedback.
This diverse strategy ensures that the platform improves the
responsiveness of municipal services in line with the
growing demand for solutions.
Fig. 1. Sample screen for GPS location
With a focus on user experience, the integration of a chatbot
simplifies the process for residents to report problems. The B. Chat-bot
platform also aims to provide an open reporting and
The incorporation of chatbots and conversational interfaces
monitoring system, including tools for tracking reported
into issue reporting systems represents a game-changer,
work and conducting analytical evaluations based on public
streamlining the reporting process and engaging citizens
more effectively. By providing a user-friendly and intuitive E. Motivation
platform, these interfaces encourage broader participation in
reporting various issues, making civic engagement more Addressing the pressing challenges faced by India's rural
accessible. The real-time assistance feature enhances issue areas, characterized by issues like inadequate cleanliness and
resolution, offering citizens instant guidance and fostering a strained resources due to rapid population growth, is
positive user experience. imperative. Swift and effective solutions are needed to
enhance infrastructure, provide essential services, and ensure
This technological advancement not only simplifies a better quality of life. By collaboratively developing tailored
reporting but also holds transformative potential for solutions for rural communities, we can contribute to their
municipal services. As citizens actively contribute to issue development and create a healthier, happier environment.
reporting, local governments gain valuable data insights into This concerted effort will play a vital role in building a fair
community needs and concerns. This data-driven approach and thriving society for everyone in the country.
enables more informed decision-making, allowing for
efficient resource allocation and strategic improvements to
enhance overall municipal services. The integration of F. Problem Statement
chatbots aligns with the demand for user-centric solutions,
facilitating a more responsive and engaging civic interaction. The current municipal issue reporting methods suffer from
inconsistency and lack of coordination, causing significant
delays in resolving basic civic complaints and leaving
citizens without transparent tracking of their reports. This
C. Problems leads to growing dissatisfaction, as prolonged issues erode
trust in local governance and may discourage residents from
The term "problems" appears frequently throughout the reporting problems altogether. The inefficiencies in
documentation. This refers to problems that are majorly reporting methods waste valuable resources and taxpayer
faced by the public. They are listed below: money, impacting vulnerable populations reliant on
• Sanitization municipal services. The absence of data-driven planning
hinders progress, impeding the community from realizing
• Street Lights the full potential of a well-functioning local government. A
centralized digital platform is urgently needed to streamline
• Water Leakage reporting, enhance coordination between departments, and
• Road Pits leverage advanced analytics for transparent, accountable,
and efficient issue resolution, ultimately serving the best
• Overfilling of Dustbins interests of the community.

• Street Dogs G. Scope

This paper's scope is currently restricted to a specific locality
in Visakhapatnam.
D. Dashboards and Analytics
H. Objectives
Dashboards and analytics play a pivotal role in empowering
administrators with valuable insights into complaint trends The major objectives are to develop a web application that
within municipal issue reporting systems. These tools serves as a public-government interface and has the
provide a comprehensive overview of the data generated by following features:
citizen reports, offering administrators a clear understanding
of prevalent issues and their geographic distribution. By • Location of the problem
analysing this information, administrators can identify trends • Chatbot
and patterns, allowing for more informed decision-making in
addressing the most pressing concerns within the • Image regarding the problem
community.
• Status tracking
The data-driven approach facilitated by dashboards and
analytics enables administrators to pinpoint areas that require I. Advantages
improvements in municipal services. This strategic analysis
not only aids in the effective allocation of resources but also a. The complaint with respective images will be
contributes to an overall enhancement of workflow displayed to authorities.
efficiency. Administrators can proactively address recurring
issues, implement targeted improvements, and ensure a more b. Easy for filling the complaint even with basic
responsive and tailored approach to addressing the needs of mobile knowledge.
the community. In essence, dashboards and analytics serve
J. Applications
as indispensable tools for administrators, fostering a
proactive and data-informed management of civic issues.
 a. Government agencies can utilize this to suggestions, intending to assist the study program in
simply view local complaints and add them improving its services. The research not only targets service
appropriately. enhancement but also emphasizes the reduction of paper
consumption, time savings, and energy conservation as key
objectives.
K. Organization
The following is how this document is structured: Section 2
discusses literature reviews for this paper. The proposed The Early-Warning and Control of Service Complaint Based
framework is described in Section 3. Section 4 contains the on Time Series Forecasting Method and SPC Model-Take
results and discussion. Ctrip as an Example [4] Yao Chen et al enhances complaint
management by integrating time series, emotional
classification, statistical process control, and natural
language processing models. It establishes a fundamental
framework, delineates processes, and outlines methods for
II. REVIEW OF LITERATURE comprehensive complaint data management. The approach
addresses gaps in existing systems, providing a solution that
This section describes various literature review papers that significantly improves efficiency. Emphasizing efficient
are taken as reference. data collection, utilization, prediction, and analysis, the
paper introduces methodologies like the Early-warning
model and text mining based on the Latent Dirichlet
Raise of Complaints on day-to-day issues by the public using Allocation (LDA) model. Overall, this integrated approach
Global Positioning System for finding the exact location of offers practical solutions to challenges in complaint
the problem [1] Lakshmi Prasanna Divvela et al focuses on management, contributing to a more effective and
streamlining complaint management through a versatile streamlined system
system. This paper benefits authorities by facilitating easy
work completion using GPS location for precise issue
identification. Complaints are efficiently categorized and Municipal Corporation Complaint Management System
stored in the Firebase Realtime database, particularly useful Using Web Application [7], centered around "Problem
in pandemic situations. The modular design, including Rectification Based on Grace Period" and
Login, Location, Language, and Complaint modules, "Acknowledgment for Reported Complaints," is anticipated
enhances system effectiveness. In conclusion, the system to inspire similar systems. The paper aims to simplify citizen
significantly reduces processing time, improves complaint complaint reporting for the Municipal Corporation,
handling steps, and expands channels for submission and emphasizing the necessity of contact details for
tracking, demonstrating its efficiency. accountability. Acknowledgments, with varying response
times, aim to bridge government-citizen communication
through online filing and updates. The paper serves as a
Fix-It: Design and Implementation of a Public Complaint model for more efficient complaint management, enhancing
Management System [2] Faris Abdulrahman Alenezy et al is government-citizen interaction. It underscores the
centered around a straightforward and efficient system importance of feedback for organizational development and
comprised of an Android app, online database, Google Maps, promises more effective complaint management and
and a web interface. This lightweight system is easy to use communication. The anticipated impact is not only on the
and maintain. Clients can track their complaints using the local scale but also on a broader level, inspiring similar
assigned complaint ID, provided at the time of registration systems for streamlined and citizen-friendly complaint
through an e-form. The complaints are classified during reporting mechanisms.
registration, employing a decision tree algorithm for false
complaint detection. The Decision Tree Algorithm serves as
the foundational methodology, enhancing the system's Public complaint service engineering based on good
accuracy and effectiveness. governance principles [5] Deni Prayitno et al , known as the
Service Engineering Framework (SEF), operates through
four distinct phases: Identification, Design, Develop, and
Design and Implementation of Online Students [6] Melda Deploy. This structured approach proved invaluable in
Manuhutu et al, focusing on the "Online Students’ organizing and managing services. The study facilitated a
Complaint" information system, primarily aims to enhance deeper understanding of service organization, akin to
the quality of services offered by the study program. optimizing the arrangement of toys for easy access and
Simultaneously, it contributes positively to environmental utilization. In terms of results, the paper exhibited a positive
sustainability by reducing paper usage and conserving time impact, evident in survey data indicating a remarkable
and energy resources. The provided conclusion emphasizes 49.48% improvement in the service delivery system
that the "Online Students’ Complaint" is a designed compared to its initial state. This underscores the
information system to facilitate student feedback and effectiveness of the SEF methodology in enhancing service
efficiency. In essence, the research demonstrates not only the impressive average accuracy ranging from 86% to 91%,
current success of the services but also provides insights for showcasing the effectiveness of their methodology in real-
further optimizations to make them even more efficient in world applications.
the future.

Gesture Based Real-time Indian Sign Language Interpreter

Online Complaints Registration and Management System to [13] Akshay Divkar et al. developed real-time Indian Sign
Municipal Corporation [8] Yogeshwar Shrinewar et al ,
Language interpreter using DL (deep learning) techniques,
employing a modular approach with client and control
which also contains Convolutional Neural Networks (CNNs)
modules, aims to expedite citizen application processes.
Aligned with 'Digital India' and the 'Smart City Campaign,' and Recurrent Neural Networks (RNNs). Their system
it fosters active citizen participation for cleaner and more aimed to interpret a wide range of sign language gestures,
orderly cities. The program enhances transparency by concentrating on a dataset comprising 38-word gestures.
allowing registered complaints to reveal real-time status. Even though the task is complicated, their model recieved a
Observations indicate the system's user-friendly nature, final test accuracy of 54.2%, demonstrating showing hopeful
enabling citizens to convey complaints directly from outcomes in interpreting sign language in real-time.
smartphones to higher authorities. The complaints module
allows users to upload pictures, messages, and locations,
enhancing the overall reporting process. The anticipated
result is a streamlined application process, encouraging Exploiting domain transformation and deep learning for
citizen involvement and contributing to the goals of 'Digital hand gesture recognition using a low-cost dataglove [14]
India' and 'Smart City Campaign. Md. Ahasan Atick Faisal et al. proposed a unique approach
to hand gesture recognitions using a low-cost dataglove
equipped with sensors.Their hardware-based system
Aspiration and complaint system: From literature survey to integrated domain transformation techniques and deep
implementation [3] Irma Zakia et al is centered around the learning algorithms to recognize hand gestures. Testing on a
establishment of a whistleblower system using Globaleaks. dataset containing 26 alphabets and 14 words yielded an
The paper recognizes the imperative need for a system where impressive accuracy of 84%, showcasing the potential of
employees can express their opinions efficiently, effectively, low-cost hardware solutions in SLR. Word-level Deep Sign
and anonymously. The overarching goal is to translate this Language Recognition from Video: A
knowledge into practical action, fostering a workplace
culture that values honesty and ensures employees can voice
their concerns efficiently. The paper keenly observes the
New Large-scale Dataset and Methods Comparison [15]
necessity for an employee feedback system that facilitates
anonymous and efficient communication. It dedicates Dongxu Li et al. introduced a novel methodology for word-
significant effort to scrutinizing existing practices within level SLR from video using a large-scale dataset (WLASL).
various organizations to understand how they manage this Their approach combined pose estimation with GRU
crucial process. networks, achieving competitive accuracies of 46.51% for
top-1, 76.74% for top-5, and 85.66% for top-10 predictions.
By focusing on wordlevel recognition and utilizing a large-
Sign language Recognition Using Machine Learning scale dataset, their study provided valuable insights into the
Algorithm [11] Prof. Radha S. Shirbhate et al. investigated challenges and opportunities in SLR from video data
SLR using machine learning algorithms, specifically SVM
algorithm and Random Forest. Their study focused on a
dataset comprising alphabets and numbers, achieving Video Sign Language Recognition using Pose Extraction and
accuracy of 53.23%. The emphasis was on recognizing Deep Learning Models [16] Shayla Luong proposed a video
individual letters and numbers within sign language gestures, SLR system that leveraged pose extraction techniques and
highlighting the challenges and potential solutions within deep learning models. Their approach utilized the AUTSL
this specific domain. dataset, focusing on recognizing sign language gestures from
video data. By employing a combination of CNN and
BLSTM (Bidirectional Long Short-Term Memory
Sign Language Recognition using Mediapipe [12] Ketan networks), their system reached an accuracy of 63.22%,
Gomaseet al. proposed a SLR system leveraging Mediapipe, proving that using poses is effective in sign language
a framework that used to build multimodal applied ML recognition.
pipelines. Their approach incorporated computer vision
techniques and the KNN algo to recognize sign gestures.
Testing on a dataset containing only alphabets yielded an
 B. Methodology
1) Modular approach: A modular approach, in the
A. Software Requirements context of software development, involves breaking
down a system into smaller, independent, and
Software requirement analysis involves carefully
interchangeable modules or components. Each
reviewing, analysing, and describing software module serves a specific function or implements a
requirements in order to ensure that they satisfy the real particular feature of the system.
needs needed to address a problem. Several stages are
involved in the analysis of software requirements. The 2) Login module: The login module utilizes PHP my
functional requirements include: admin database authentication to check if
authorities are logged in. If not, they're redirected to
Front-end development: HTML, CSS, JavaScript a login page to input credentials. Once logged in,
authorities are directed to the Home Page, where
Back-end development: MySQL they can view public complaints. This module
Chat-Bot: Dialog Flow serves authorities exclusively, ensuring only
authenticated users access the complaints. If an
authority attempts to access the Home Page without
authentication, they're redirected to the login page.
B. Hardware Requirements PHP My Admin Authentication provides secure
verification, guaranteeing only authorized
Processor (CPU): individuals access the system. This modular design
streamlines user authentication, enhancing system
Multi-core (i3 processor or above) security and user experience
Memory (RAM): 8GB+
Storage (HDD/SSD): SSD 3) Complaint module: This module consists of two
screens:
Operating System: Cross-platform

a. Chatbot module: The municipal complaints

III. METHODS chatbot module facilitates quick registration of
various urban issues like potholes, streetlight
This section describes the architecture of the proposed
outages, garbage overflow, water supply
system and the methodology implemented.
disruptions, and illegal dumping. Harnessing
A. Architecture natural language processing, it swiftly records
complaints, assigns reference numbers, and offers
status updates. This efficient grievance handling
streamlines municipal operations, fostering
transparency and citizen engagement. By
addressing a spectrum of concerns, from
infrastructure maintenance to environmental
issues, the chatbot enhances urban living standards
and ensures prompt resolution of community
concerns.

Architecture Fig. 3 presents the proposed system model for raising the
complaints to authorities.

The suggested system lays out step-by-step exactly how the

program will operate from beginning to end. The users can
register a complaint. The step-by-step procedure is explained
in the methodology below.
 •Fuzzy matching: management. The integration of a chatbot interface and
analytical tools has markedly enhanced the efficiency of
problem reporting and resolution, fostering improved
municipal responsiveness and urban living conditions.
However, there is scope for further enhancement. Future
developments could focus on refining the chatbot's accuracy
and responsiveness through advanced natural language
processing techniques. Additionally, incorporating more
sophisticated data visualization tools, such as interactive
charts and graphs, could further enrich the analytical
capabilities of the system. These improvements would not
only streamline municipal management further but also
empower citizens and authorities with deeper insights,
paving the way for a more proactive and data-driven
approach to urban planning and problem-solving.

V.REFERENCES
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