COMPLAINT MANAGEMENT SYSTEM USING PHP AND

MYSQL

PROJECT REPORT

Submitted in partial fulfilment of the requirements for the award of degree of

BACHELOR OF SCIENCE IN COMPUTER SCIENCE

Submitted by

T MANOKAR RAJ
Reg. No:21BCS025

Under the guidance of

Dr. V . Thahira Banu
M.Sc., M.Phil., Net, Ph.D

Department of Computer Science

SRI KRISHNA ARTS AND SCIENCE COLLEGE

An Autonomous College affiliated to Bharathiar University
COIMBATORE-641 008.

MARCH 2024
4
 ACKNOWLEDGEMENT

I convey my profound gratitude to Dr. K. SUNDARARAMAN, M.Com., M.Phil., Ph.D.,

CEO, Sri Krishna Institutions for giving me this opportunity to undergo this Project.

My heartfelt thanks to Dr. R. JAGAJEEVAN, MBA., M.Phil., Ph.D., Principal, and

Dr. K. S. JEEN MARSELINE, MCA., M.Phil., Ph.D., Dean, Sri Krishna Arts and Science
College for giving me this opportunity to undergo this Project.

It is my prime to solemnly express my sense of gratitude to Dr.K.Devika Rani Dhivya,

M.Sc., M.Phil.,MBA., Ph.D., Head, Department of Computer Science, Sri Krishna Arts and
Science College for giving me this opportunity to undergo this Project.

I would like to extend my thanks and unbound sense for the timely help and assistance given
by Dr. V . Thahira Banu M.Sc., M.Phil., Net, Ph.D Department of Computer Science, Sri Krishna
Arts and Science College in completing the project. Her remarkable guidance at every stage of my
project was coupled with suggestion and motivation.

I am earnestly thankful to the teaching and non-teaching staff of the Department of Computer
Science, Sri Krishna Arts and Science College for the support and guidance provided for me to
complete the project.

I take this opportunity to thank my parents and friends for their constant support and
encouragement throughout this project.

ABSTRACT

5
The Complaint Management System for Panchayats, People, and Government Transport
System, utilizing PHP/MySQL, addresses a myriad of civic concerns, including insufficient
water supply, drainage problems, and electricity issues, within local governance and public
transportation. This web-based solution facilitates seamless communication between residents,
government authorities, and transportation agencies, fostering transparency, accountability,
and effective grievance resolution. Residents can effortlessly submit complaints, suggestions,
and feedback regarding infrastructure, sanitation, and public services, while government
officials and transport authorities can efficiently prioritize and address these issues through a
dedicated portal. Leveraging PHP for dynamic server-side scripting and MySQL for robust
database management ensures scalability, reliability, and security. Automated complaint
processing, real-time status updates, and data analytics empower decision-makers with
actionable insights to drive targeted interventions and policy improvements. By integrating
with existing government systems, the Complaint Management System streamlines
administrative workflows and enhances coordination across departments. Ultimately, this
system serves as a catalyst for citizen engagement, service enhancement, and inclusive
governance, fostering sustainable development and improving the quality of life for
communities served by Panchayats and public transport networks.

6
 TABLE OF CONTENTS

INDEX
CERTIFICATE i
DECLARATION ii
ACKNOWLEDGEMENT iii
ABSTRACT iv
CHAPTER NO. CHAPTER PAGE NO
1 INTRODUCTION
1.1 ABOUT THE ORGANISATION
1.2 ABOUT THE PROJECT
1.3 OBJECTIVE OF THE PROJECT
1.4 PROBLEM STATEMENT
1.5 MODULE DESCRIPTION
2 SYSTEM SPECIFICATION

2.1 HARDWARE SPECIFICATION

2.2 SOFTWARE SPECIFICATION
2.3 SOFTWARE DESCRIPTION
3 SYSTEM STUDY
3.1 EXISTING SYSTEM
3.1.1 LIMITATION OF EXISTING SYSTEM
3.2 PROPOSED SYSTEM
3.2.1 ADAVANTAGES OF PROPOSED SYSTEM
4 SYSTEM DESIGN
4.1 INPUT DESIGN
4.2 OUTPUT DESIGN
4.3 TABLE DESIGN
4.4 DATA FLOW DIAGRAM
4.5 ER DIAGRAM
SYSTEM TESTING
5
5.1 TESTING
6 SYSTEM IMPLEMENTATION AND MAINTANCE
7 CONCLUSION
8 FUTURE ENHANCEMENT
9 REFERENCE
10 APPENDIX
A. CODE
B. SCREENSHOTS

7
 1 INTRODUCTION

1.1 ABOUT THE ORGANISATION

Luisant software solutions , an ISO 9001: 2008 certified company focuses on

transforming and running business processes and operations including those that are
complex and industry- specific. Our loom is distinctive: through an unbiased, agile
combination of smarter process science, targeted technology and advanced analytics, we
help our clients become more competitive by making their enterprises more intelligent:
adaptive, innovative, globally effective, and connected to their own clients.

We provide end-to-end expert IT solutions across entire software delivery cycle. LSS
cater to every single need of our clients and help them in accomplishing their goals and ob-
jectives. RISS has significant expertise accumulated over these 15 years of specialized
work with hundreds of enterprises, and we remain loyal to our heritage of operational excel-
lence as an extension of our clients' business reflected by the best client satisfaction scores
in the industry.

MISSION

Our mission is to become a market leader by consistently exceeding our people's ex-
pectations; providing them with best breed of business solutions and deploy Information
Technology potentials innovatively for the Clients' unique business & competitive advan-
tages.

VISION

To see ourself India's most celebrated & 200- company status with unique value added
contributions in information technology and services by 2020.

8
1.2 ABOUT THE PROJECT

The Complaint Management System for Panchayats, developed using PHP/MySQL, aims
to address critical civic issues prevalent in rural areas, including insufficient water supply,
drainage problems, and electricity issues. This web-based platform serves as a bridge between
residents, local government bodies, and relevant authorities, facilitating efficient
communication, transparency, and resolution of grievances.

Residents facing challenges such as inadequate water supply, clogged drainage systems, or
power outages can easily register complaints through the system. They can provide detailed
descriptions of the issues they encounter, along with relevant photographs or documents to
support their claims.

Upon submission, complaints are automatically routed to the respective authorities within
the Panchayat and relevant government departments responsible for addressing these concerns.
The system ensures that complaints are promptly acknowledged, prioritized based on severity
and urgency, and assigned to designated personnel for resolution.

Government officials and agencies responsible for addressing civic issues have access to a
dedicated dashboard where they can view, manage, and track incoming complaints. They can
assign tasks to field personnel, monitor the status of ongoing resolutions, and communicate
updates to residents in real-time.

By leveraging PHP for dynamic web development and MySQL for database management,
the system ensures scalability, reliability, and data security. Automated workflows streamline
complaint processing, while real-time analytics provide insights into recurring issues, enabling
proactive interventions and resource allocation.

9
1.3 OBJECTIVE OF THE PROJECT

1. Facilitate Complaint Submission: Enable residents to easily register complaints

regarding inadequate water supply, drainage blockages, or electricity disruptions through a
user-friendly web interface.

2. Streamline Complaint Handling: Implement automated workflows to ensure prompt

acknowledgment, prioritization, and assignment of complaints to the relevant authorities
within the Panchayat and government departments responsible for resolution.

3. Enhance Communication: Provide a platform for seamless communication between

residents, government officials, and service providers, enabling real-time updates, feedback,
and resolution status tracking.

4. Improve Accountability: Promote transparency and accountability in governance by

maintaining a centralized database of complaints, actions taken, and resolution timelines
accessible to all stakeholders.

5. Empower Decision-Making: Utilize data analytics tools to analyze complaint trends,

identify recurring issues, and prioritize interventions to address systemic challenges
effectively.

1.4 PROBLEM STATEMENT

1. Insufficient Water Supply: Many rural areas suffer from inadequate access to clean and
potable water, leading to hardships for residents, particularly during dry seasons or droughts.
Issues such as irregular water supply, low water pressure, and contamination of water sources
are common concerns.

2. Drainage Problems: Poorly designed or maintained drainage systems often lead to

waterlogging, flooding, and sanitation issues in rural areas. Clogged drains, improper waste

10
disposal, and inadequate drainage infrastructure contribute to the accumulation of stagnant
water, posing health hazards and disrupting daily activities.

3. Electricity Issues: Rural communities frequently experience power outages, voltage

fluctuations, and unreliable electricity supply due to aging infrastructure, insufficient grid
connectivity, and operational inefficiencies. These electricity issues not only affect household
activities but also impact agricultural productivity and economic development.

Addressing these challenges requires an effective mechanism for residents to report

grievances and for authorities to respond promptly with appropriate interventions. A
comprehensive Complaint Management System tailored to the needs of Panchayat areas can
facilitate efficient communication, transparency, and accountability in addressing these critical
civic issues.

1.5 MODULE DESCRIPTION

The complaint management system project can be divided into several modules, each
serving a specific function in the overall system. Here are some key modules along with their
descriptions:

1. User Registration and Authentication: This module handles user registration and
authentication. It allows users (both peoples and administrators) to create accounts, log in
securely, and access the system's features based on their roles.

2. Complaint Submission: This module enables users to submit complaints through a user-
friendly form. Users can provide details such as their name, contact information, complaint
description, and any relevant attachments. Upon submission, the complaint is stored in the
database for further processing.

11
3. Complaint Tracking: This module allows users to track the status of their complaints. Users
can view the current status (e.g., pending, in progress, resolved) and any updates or comments
from administrators. This module enhances transparency and keeps users informed throughout
the complaint resolution process.

4. Administrator Dashboard: This module provides administrators with a centralized

dashboard to manage complaints. Administrators can view a list of all complaints, filter and
prioritize them based on various criteria, assign complaints to specific agents or departments,
and update the status of complaints as they progress towards resolution.

5. Settings and Configuration: This module allows administrators to configure system

settings, such as complaint categories, priorities, and notification preferences. Administrators
can customize the system to meet their organization's specific needs and requirements

12
 2 SYSTEM SPECIFICATION

2.1 HARDWARE SPECIFICATION

Processor Intel Core I3 Processor

Hard Disk 500GB
Ram 4GB RAM

2.2 SOFTWARE SPECIFICATION

Front End PHP , JAVASCRIPT

Back End MYSQL

2.3 SOFTWARE DESCRIPTION

PHP (Hypertext Preprocessor):

1. Server-Side Scripting: PHP is a powerful server-side scripting language, allowing

developers to embed PHP code directly into HTML to create dynamic web pages and
applications.

2. Database Integration: PHP has robust support for interacting with databases, with MySQL
being a commonly used option. This integration enables seamless data retrieval, manipulation,
and storage in web applications.

3. Cross-Platform Compatibility: PHP is compatible with various operating systems and web
servers, including Apache and Nginx, making it highly versatile for web development across
different environments.

13
MySQL:

1. Relational Database Management: MySQL is a widely used relational database

management system (RDBMS) known for its reliability and scalability. It provides efficient
storage and retrieval of structured data, facilitating data management for web applications.

2. SQL Support: MySQL supports SQL (Structured Query Language), allowing developers
to perform complex queries, transactions, and data manipulation operations. Its SQL
compatibility makes it easy to integrate with other systems and tools.

3. Performance and Security: MySQL offers high performance and strong security features,
including data encryption, access control, and user authentication mechanisms. It ensures data
integrity and protects against unauthorized access or malicious attacks.

JavaScript:

1. Client-Side Interactivity: JavaScript is primarily used for client-side scripting in web

browsers, enabling dynamic and interactive behaviour on web pages. It facilitates tasks such
as form validation, DOM manipulation, and event handling.

2. Extensive Ecosystem: JavaScript has a vast ecosystem of frameworks, libraries, and tools
that streamline web development. Frameworks like React.js, AngularJS, and Vue.js provide
pre-built components and abstractions for building complex web applications efficiently.

14
 3 SYSTEM STUDY
3.1 EXISTING SYSTEM

The existing complaint management systems often rely on manual processes and outdated
technologies, leading to inefficiencies and shortcomings in addressing people complaints
effectively. Some common issues with existing systems include:

1. Manual Data Entry: People complaints are often recorded manually, leading to errors and
delays in processing. This manual process can also result in the loss of important information
or misplacement of complaint details.

2. Limited Communication Channels: Existing systems may lack robust communication

channels between peoples and support agents. This can result in delays in responding to people
queries or updates on complaint status.

3. Lack of Automation: Many existing systems lack automation features, such as automated
ticketing and routing of complaints. This can lead to delays in assigning complaints to the
appropriate department or agent for resolution.

4. Limited Reporting and Analytics: Existing systems may not provide comprehensive
reporting and analytics capabilities. This can hinder organizations' ability to track key metrics
such as complaint volume, resolution times, and people satisfaction levels.

5. Security Concerns: Some existing systems may not have robust security measures in place
to protect people data. This can lead to data breaches and compromise people privacy.

15
3.1.1 LIMITATION OF EXISTING SYSTEM

The limitations of the existing complaint management system can be summarized as follows:

1. Manual Processes: The system relies heavily on manual processes for recording and
managing complaints, leading to inefficiencies, errors, and delays in handling grievances.
Government officials spend significant time and effort processing paperwork and data entry
tasks, diverting resources from more critical activities.

2. Lack of Centralization: There is often a lack of centralized tracking and monitoring

mechanisms for complaints, making it difficult to prioritize and assign resources effectively.
This decentralized approach results in disjointed communication channels and fragmented data
management, hindering the timely resolution of issues.

3. Limited Accessibility: Residents may face barriers in accessing the complaint submission
process, such as geographic distance to government offices or limited communication channels.
This lack of accessibility can disproportionately affect marginalized communities and
individuals with limited mobility or internet access.

4. Inadequate Communication: The existing system may lack effective communication

channels for residents to receive updates on the status of their complaints or provide additional
information if needed. This limited communication can lead to frustration and mistrust among
residents, who may feel ignored or neglected by authorities.

5. Resource Constraints: Government agencies may face resource constraints, such as limited
staff or funding, which can impact their ability to respond promptly to complaints and allocate
resources for infrastructure improvements or service delivery.

16
3.2 PROPOSED SYSTEM

3.2.1 ADAVANTAGES OF PROPOSED SYSTEM

1. Efficiency: The system automates many aspects of complaint handling, such as submission,
tracking, and resolution, reducing the time and effort required to manage complaints. This leads
to faster response times and improved people satisfaction.

2. Transparency: By providing peoples with the ability to track the status of their complaints
in real-time, the system enhances transparency and builds trust between peoples and the
organization.

3. Improved Communication: The system facilitates better communication between peoples

and support agents through features such as internal messaging, and comments on complaints.
This ensures that peoples are kept informed throughout the complaint resolution process.

4. Enhanced Reporting and Analytics: The system's reporting and analytics capabilities
allow administrators to analyze complaint data, identify trends, and make informed decisions
to improve complaint management processes.

5. Security: The system implements robust security measures to protect people data, ensuring
compliance with data protection regulations and safeguarding people privacy.

6. Scalability: The system is designed to be scalable, allowing it to handle a large volume of

complaints effectively, even as the organization grows.

17
 4 SYSTEM DESIGN

4.1 INPUT DESIGN

Input design for the Complaint Management System for Panchayats could include the
following elements:

1. Complaint Category Selection: Provide a dropdown menu or a set of checkboxes/radio

buttons for users to select the category of their complaint, such as "Insufficient Water Supply,"
"Drainage Problem," or "Electricity Issue."

2. Description Field: Include a text area where users can provide a detailed description of the
complaint, including relevant information such as the location of the issue, its severity, and any
specific details or observations.

3. Contact Information: Include fields for users to enter their contact details, such as name,
phone number, and address. This information is crucial for authorities to follow up on
complaints and provide updates to the complainants.

4. Upload Feature: Allow users to upload supporting documents or images related to their
complaints, such as photos of the problem area or any official documents supporting their
claim. Implement file size limits and accept specific file formats for efficient data management.

5. Date and Time Stamp: Automatically capture the date and time when the complaint is
submitted to maintain a chronological record of complaints and track response times.

6. Confirmation Page: Upon successful submission of a complaint, redirect users to a

confirmation page or display a confirmation message to acknowledge receipt of their complaint
and provide next steps or contact information for further inquiries.

18
4.2 OUTPUT DESIGN

1. Dashboard Overview:

- Summary of Complaints: Display a count of total complaints received for each category
(water supply, drainage, electricity) to provide an overview of the most common issues.

- Complaint Status Overview: Provide a visual representation (e.g., bar charts, pie charts) of
complaint statuses (pending, resolved, in progress) for each category to track progress and
prioritize actions.

2. Individual Complaint Details:

- Complaint ID: Assign a unique identifier to each complaint for tracking purposes and
reference.

- Complaint Category: Clearly indicate the category of the complaint (e.g., water supply,
drainage, electricity) for easy categorization and analysis.

- Description: Display a summary or brief description of the complaint provided by the

resident for quick understanding..

- Status: Indicate the current status of the complaint (e.g., pending, assigned, resolved) along
with timestamps for transparency and accountability.

3. Communication and Updates:

- Real-Time Updates: Provide real-time updates on the status of complaints, including any
actions taken, progress made, and next steps for resolution.

- Notifications: Send automated notifications to residents regarding changes in complaint

status, requests for additional information, or scheduled inspections to keep them informed and
engaged.

19
4. Reporting and Analytics:

- Trend Analysis: Generate reports and analytics on complaint trends over time to identify
patterns, prioritize interventions, and allocate resources effectively.

- Performance Metrics: Track key performance indicators (KPIs) such as response time,
resolution time, and customer satisfaction ratings to assess system effectiveness.

- Data Visualization: Present data in visually appealing formats (e.g., charts, graphs) for easy
interpretation and decision-making by government authorities.

5. Feedback Mechanism:

- Feedback Collection: Provide a mechanism for residents to provide feedback on the

resolution process and overall satisfaction to improve service delivery and address gaps.

- Satisfaction Surveys: Conduct surveys periodically to gather feedback on the effectiveness

of complaint resolution efforts and areas for improvement.

4.3 TABLE DESIGN

ADMIN TABLE:

ADMIN ID DATA TYPE DESCRIPTION CONSTRAINTS

Id Int The field contains id Not null

User name Varchar The field contains username Not null

Password Varchar The field contains password Not null
Updation date Varchar The field contains updation date Not null

20
CATEGORY TABLE:

NAME DATATYPE DESCRIPTION CONSTRAINTS

Id Int The field contains id Not null
category name Varchar The field contains category name Not null
category Longtext The field contains category Not null
description description
creation date Timestamp The field contains creation date Current_timestamp()
updation date Varchar The field contains updation date Not null

COMPLAINT REMARK TABLE:

NAME DATATYPE DESCRIPTION CONSTRAINTS

Id Int The field contains id Not null

Complaint num Int The field contains Not null

complaint num
Status Varchar The field contains status Not null
Remark Mediumtext The field contains remark Not null

Remark date Timestamp The field contains Current_timestamp()

updation date

STATE TABLE:

NAME DATATYPE DESCRIPTION CONSTRAINTS

Id Int The field contains Not null
id
state name Varchar The field contains Not null
state name
state description Tinytext The field contains Not null
state description
posting date Timestamp The field contains Current_timestamp()
posting date
updation date Varchar The field contains Not null
updation date
21
SUBCATEGORY TABLE:

NAME DATATYPE DESCRIPTION CONSTRAINTS

Id Int The field contains id Not null
category id Int The field contains Not null
category id
subcategory Varchar The field contains Not null
subcategory id
creation date Timestamp The field contains creation Current_timestamp()
date
updation date Varchar The field contains Not null
updation date

USERLOG TABLE:

USER DATATYPE DESCRIPTION CONSTRAINTS

Id Int The field contains id Not null
Uid Int The field contains uid Not null
Username Varchar The field contains user name Not null
Userip Binary The field contains userip Not null
Logintime Timestamp The field contains logintime Current_timestamp()
Logout Varchar The field contains logout Not null
Status Int The field contains status Not null

22
4.4 DATA FLOW DIAGRAM

A data flow diagram (DFD) for a PHP website can be used to model the flow of data
through the system, from user requests to web pages and error messages. DFDs are made up
of four basic symbols:

- Source or Destination

- Data Flow

- Process

- Data store

Process: A rectangle with rounded corners represents a process, such as processing user
requests or generating web pages.

Data store: A circle represents a data store, such as a database or session data.:?”

Input: An arrow pointing into a process represents an input data flow.

Output: An arrow pointing out of a process represents an output data flow.

23
LEVEL 0

LEVEL 1

24
LEVEL 2

25
4.5 ER DIAGRAM

26
 5 SYSTEM TESTING

System testing for the Complaint Management System focusing on issues like
insufficient water supply, drainage problems, and electricity issues in Panchayat areas involves
several key steps to ensure its functionality, usability, and reliability. Here are the types of
testing and their respective objectives:

1. Functional Testing:

- Test complaint submission: Verify that users can submit complaints related to water supply,
drainage, and electricity issues successfully.

- Test complaint categorization: Ensure that complaints are categorized correctly based on
the type of issue selected by users.

- Test complaint tracking: Verify that the system accurately tracks the status of complaints
(e.g., pending, resolved, in progress) and updates them in real-time.

- Test notification system: Verify that automated notifications are sent to users and authorities
for important updates on complaint status and actions taken.

2. Usability Testing:

- Test user interface: Evaluate the user-friendliness of the complaint submission form,
ensuring clear labels, intuitive navigation, and ease of data entry.

- Test accessibility: Ensure that the system is accessible to users with disabilities and
complies with accessibility standards (e.g., screen reader compatibility, keyboard navigation).

- Test mobile responsiveness: Verify that the system functions effectively on various devices
and screen sizes, including mobile phones and tablets.

3. Performance Testing:

- Test system responsiveness: Evaluate the system's response time for complaint submission,
tracking, and updates to ensure optimal performance under normal load conditions.

27
 - Test scalability: Assess the system's ability to handle a large volume of complaints
simultaneously without performance degradation.

- Test data retrieval: Verify that complaint data and reports can be retrieved efficiently
without delays or errors.

4. Security Testing:

- Test user authentication: Verify that user authentication mechanisms (e.g., login credentials,
Captcha verification) are secure and protect against unauthorized access.

- Test data encryption: Ensure that sensitive data, such as user information and complaint
details, are encrypted to prevent data breaches.

- Test role-based access control: Verify that access to sensitive functionalities (e.g., complaint
resolution, data management) is restricted based on user roles and permissions.

5. Integration Testing:

- Test integration with maps: Verify that the system integrates seamlessly with mapping
services to display complaint locations accurately.

- Test integration with notification services: Ensure that automated notifications are sent and
received correctly through email or SMS services.

- Test integration with analytics tools: Verify that data analytics tools can generate
meaningful reports and insights based on complaint data.

28
 6 SYSTEM IMPLEMENTATION AND MAINTANCE

SYSTEM IMPLEMENTATION:

1. Setting Up the Development Environment:

- Install necessary software and tools, such as a web server (e.g., Apache), database
management system (e.g., MySQL), and development environment (e.g., PHP,CSS,
JavaScript).

2. Database Design and Implementation:

- Create the database schema based on the design, including tables, relationships, and
constraints.

- Implement the database using SQL statements to create tables and define relationships.

3. Backend Development:

- Develop the server-side logic using PHP to handle functions such as user authentication,
complaint submission, tracking, and resolution.

- Implement security measures, such as input validation and data sanitization, to protect
against common vulnerabilities.

4. Frontend Development:

- Design and develop the user interface using CSS, and JavaScript to create forms for
complaint submission, user registration, and administrator dashboard.

- Ensure the interface is responsive and accessible across different devices and screen sizes.

5. Integration:

- Integrate the frontend and backend components to create a cohesive system.

- Implement communication tools, such as email notifications and internal messaging, to

facilitate communication between users and administrators.
29
6. Testing:

- Perform unit testing to ensure each component works as expected.

- Conduct integration testing to ensure all components work together seamlessly.

- Perform user acceptance testing (UAT) to validate the system meets user requirements.

7. Deployment:

- Deploy the system to a production environment, ensuring all necessary configurations are
in place.

- Monitor the system for any issues and perform regular maintenance to ensure its continued
functionality.

8. Training and Documentation:

- Provide training to users and administrators on how to use the system effectively.

- Create documentation, such as user manuals and technical guides, to assist users and
administrators in using and maintaining the system.

MAINTENANCE:

1. Regular Updates: Keep the system up to date with the latest software updates, patches, and
security fixes to protect against vulnerabilities and ensure compatibility with new technologies.

2. Monitoring: Monitor the system regularly for performance issues, such as slow response
times or errors, and address them promptly to prevent downtime and minimize impact on users.

3. Database Maintenance: Perform regular database maintenance tasks, such as optimizing

queries, indexing tables, and backing up data, to ensure optimal performance and data integrity.

30
4. User Support: Provide ongoing user support to address any issues or questions users may
have about the system, and ensure they are using it effectively.

5. Security: Continuously review and update security measures to protect against new threats
and vulnerabilities, and ensure compliance with data protection regulations.

6. Feedback and Improvements: Gather feedback from users and administrators to identify
areas for improvement and implement enhancements to enhance the system's functionality and
user experience.

31
 7 CONCLUSION

In conclusion, the proposed Complaint Management System for Panchayats represents a

significant advancement in addressing critical civic issues prevalent in rural communities. By
leveraging technology to automate processes, centralize data, and enhance communication, the
system offers a comprehensive solution to streamline complaint management and improve
service delivery.

Through its user-friendly interface and real-time communication channels, the system
empowers residents to voice their concerns and actively participate in the governance process.
Meanwhile, government officials benefit from efficient workflows, data-driven decision-
making, and enhanced accountability mechanisms, leading to more effective resolution of
community grievances.

Furthermore, the proposed system's emphasis on transparency, accessibility, and data

analytics fosters trust and confidence among residents, strengthens community engagement,
and promotes inclusive governance in Panchayat areas.

Overall, the implementation of the Complaint Management System holds immense

potential to drive positive socio-economic development, enhance the quality of life for rural
residents, and contribute to the overall well-being of communities served by Panchayats.

32
 8 FUTURE ENHANCEMENT

In the future, the complaint management system can be enhanced in several ways to further
improve its functionality and effectiveness. Some potential future enhancements include:

1. Integration with AI and Chatbots: Integrate artificial intelligence (AI) and chatbot
technology to provide automated responses to common people queries and complaints. This
can help reduce the workload on support agents and provide faster responses to peoples.

2. Enhanced Reporting and Analytics: Improve reporting and analytics capabilities to

provide more detailed insights into complaint data. This can include advanced data
visualization techniques and predictive analytics to help organizations identify trends and make
proactive decisions to improve people satisfaction.

3. Mobile App Development: Develop a mobile application for the complaint management
system to allow peoples to submit complaints and track their status on the go. This can improve
accessibility and convenience for peoples.

4. Social Media Integration: Integrate the system with social media platforms to allow
peoples to submit complaints through social media channels. This can help organizations
manage complaints across multiple channels and improve response times.

5. Gamification: Implement gamification techniques to incentivize peoples to provide

feedback and engage with the complaint management system. This can help increase people
engagement and satisfaction.

6. Enhanced Security Features: Continuously enhance security features to protect people data
and ensure compliance with data protection regulations. This can include regular security
audits, encryption of sensitive data, and access control measures.

33
7. Feedback Mechanism: Implement a feedback mechanism to allow peoples to rate the
handling of their complaints and provide suggestions for improvement. This can help
organizations identify areas for improvement and enhance people satisfaction.

Overall, these future enhancements can help organizations further improve their complaint
management processes and enhance the overall people experience.

34
 9 REFERENCE

References for the complaint management system can include academic

sources, industry reports, and relevant websites. Here is an example of how to format
references in APA style for the system:

1. Smith, J. (2021). "Effective Complaint Management Systems: A Case Study."

Journal of People Satisfaction, 10(2), 45-60.

2. Johnson, A., & Patel, R. (2020). "Best Practices in Complaint Management."

International Journal of Business Management, 15(4), 220-235.

3. People Complaint Management Association. (2021). "Guidelines for Implementing

an Effective Complaint Management System." Retrieved from
https://www.ccmassociation.org/guidelines.

4. International Organization for Standardization. (2015). ISO 10002:2018, "Quality

Management – People Satisfaction – Guidelines for Complaints Handling in
Organizations." ISO.

5. Roberts, L. (2019). "Improving People Satisfaction Through Complaint

Management." Harvard Business Review.

35
 10 APPENDIX
A. CODE:
<?php
session_start();
error_reporting(0);
include('includes/config.php');
if(strlen($_SESSION['login'])==0)
{
header('location:index.php');
}
else{
date_default_timezone_set('Asia/Kolkata');
$currentTime = date( 'd-m-Y h:i:s A', time () );

if(isset($_POST['submit']))
{
$fname=$_POST['fullname'];
$contactno=$_POST['contactno'];
$address=$_POST['address'];
$state=$_POST['state'];
$country=$_POST['country'];
$pincode=$_POST['pincode'];
$query=mysqli_query($bd, "update users set
fullName='$fname',contactNo='$contactno',address='$address',State='$state',country='
$country',pincode='$pincode' where userEmail='".$_SESSION['login']."'");
if($query)
{
$successmsg="Profile Successfully !!";
}
else
{
$errormsg="Profile not updated !!";
}
36
}
?>

<!DOCTYPE html>
<html lang="en">
<head>
<meta charset="utf-8">
<meta name="viewport" content="width=device-width, initial-scale=1.0">
<meta name="description" content="">
<meta name="author" content="Dashboard">
<meta name="keyword" content="Dashboard, Bootstrap, Admin, Template,
Theme, Responsive, Fluid, Retina">

<title>CMS | User Change Password</title>

<!-- Bootstrap core CSS -->

<link href="assets/css/bootstrap.css" rel="stylesheet">
<!--external css-->
<link href="assets/font-awesome/css/font-awesome.css" rel="stylesheet" />
<link rel="stylesheet" type="text/css" href="assets/js/bootstrap-
datepicker/css/datepicker.css" />
<link rel="stylesheet" type="text/css" href="assets/js/bootstrap-
daterangepicker/daterangepicker.css" />
<link href="assets/css/style.css" rel="stylesheet">
<link href="assets/css/style-responsive.css" rel="stylesheet">

</head>

<body>

<section id="container" >

<?php include("includes/header.php");?>
<?php include("includes/sidebar.php");?>
<section id="main-content">

37
 <section class="wrapper">
<h3><i class="fa fa-angle-right"></i> Profile info</h3>

<!-- BASIC FORM ELELEMNTS -->

<div class="row mt">
<div class="col-lg-12">
<div class="form-panel">

<?php if($successmsg)
{?>
<div class="alert alert-success alert-dismissable">
<button type="button" class="close" data-dismiss="alert" aria-
hidden="true">&times;</button>
<b>Well done!</b> <?php echo htmlentities($successmsg);?></div>
<?php }?>

<?php if($errormsg)
{?>
<div class="alert alert-danger alert-dismissable">
<button type="button" class="close" data-dismiss="alert" aria-
hidden="true">&times;</button>
<b>Oh snap!</b> </b> <?php echo htmlentities($errormsg);?></div>
<?php }?>
<?php $query=mysqli_query($bd, "select * from users where
userEmail='".$_SESSION['login']."'");
while($row=mysqli_fetch_array($query))
{
?>

<h4 class="mb"><i class="fa fa-user"></i>&nbsp;&nbsp;<?php echo

htmlentities($row['fullName']);?>'s Profile</h4>
<h5><b>Last Updated at :</b>&nbsp;&nbsp;<?php echo
htmlentities($row['updationDate']);?></h5>

38
 <form class="form-horizontal style-form" method="post"
name="profile" >

<div class="form-group">
<label class="col-sm-2 col-sm-2 control-label">Full Name</label>
<div class="col-sm-4">
<input type="text" name="fullname" required="required" value="<?php echo
htmlentities($row['fullName']);?>" class="form-control" >
</div>
<label class="col-sm-2 col-sm-2 control-label">User Email </label>
<div class="col-sm-4">
<input type="email" name="useremail" required="required" value="<?php echo
htmlentities($row['userEmail']);?>" class="form-control" readonly>
</div>
</div>

<div class="form-group">
<label class="col-sm-2 col-sm-2 control-label">Contact</label>
<div class="col-sm-4">
<input type="text" name="contactno" required="required" value="<?php echo
htmlentities($row['contactNo']);?>" class="form-control">
</div>
<label class="col-sm-2 col-sm-2 control-label">Address </label>
<div class="col-sm-4">
<textarea name="address" required="required" class="form-control"><?php echo
htmlentities($row['address']);?></textarea>
</div>
</div>

<div class="form-group">
<label class="col-sm-2 col-sm-2 control-label">State</label>
<div class="col-sm-4">
<select name="state" required="required" class="form-control">

39
<option value="<?php echo htmlentities($row['State']);?>"><?php echo
htmlentities($st=$row['State']);?></option>
<?php $sql=mysqli_query($bd, "select stateName from state ");
while ($rw=mysqli_fetch_array($sql)) {
if($rw['stateName']==$st)
{
continue;
}
else
{
?>
<option value="<?php echo htmlentities($rw['stateName']);?>"><?php echo
htmlentities($rw['stateName']);?></option>
<?php
}}
?>

</select>
</div>
<label class="col-sm-2 col-sm-2 control-label">Country </label>
<div class="col-sm-4">
<input type="text" name="country" required="required" value="<?php echo
htmlentities($row['country']);?>" class="form-control">
</div>
</div>

<div class="form-group">
<label class="col-sm-2 col-sm-2 control-label">Pincode</label>
<div class="col-sm-4">
<input type="text" name="pincode" maxlength="6" required="required"
value="<?php echo htmlentities($row['pincode']);?>" class="form-control">
</div>
<label class="col-sm-2 col-sm-2 control-label">Reg Date </label>

40
<div class="col-sm-4">
<input type="text" name="regdate" required="required" value="<?php echo
htmlentities($row['regDate']);?>" class="form-control" readonly>
</div>
</div>

<?php } ?>

<div class="form-group">
<div class="col-sm-10" style="padding-left:25% ">
<button type="submit" name="submit" class="btn btn-primary">Submit</button>
</div>
</div>

</form>
</div>
</div>
</div>

</section>
</section>
<?php include("includes/footer.php");?>
</section>

<!-- js placed at the end of the document so the pages load faster -->
<script src="assets/js/jquery.js"></script>
<script src="assets/js/bootstrap.min.js"></script>
<script class="include" type="text/javascript"
src="assets/js/jquery.dcjqaccordion.2.7.js"></script>
<script src="assets/js/jquery.scrollTo.min.js"></script>
<script src="assets/js/jquery.nicescroll.js" type="text/javascript"></script>

41
 <!--common script for all pages-->
<script src="assets/js/common-scripts.js"></script>

<!--script for this page-->

<script src="assets/js/jquery-ui-1.9.2.custom.min.js"></script>

<!--custom switch-->
<script src="assets/js/bootstrap-switch.js"></script>

<!--custom tagsinput-->
<script src="assets/js/jquery.tagsinput.js"></script>

<!--custom checkbox & radio-->

<script type="text/javascript" src="assets/js/bootstrap-datepicker/js/bootstrap-

datepicker.js"></script>
<script type="text/javascript" src="assets/js/bootstrap-
daterangepicker/date.js"></script>
<script type="text/javascript" src="assets/js/bootstrap-
daterangepicker/daterangepicker.js"></script>

<script type="text/javascript" src="assets/js/bootstrap-inputmask/bootstrap-

inputmask.min.js"></script>

<script src="assets/js/form-component.js"></script>

<script>
//custom select box

$(function(){

42
 $('select.styled').customSelect();
});

</script>

</body>
</html>
<?php } ?>

43
B. SCREENSHOTS

44
45
46
47
48
49
50