Citizen Issues Management System

Abstract / Introduction

This project is a web-based application that enables citizens to report public issues such as road damage, garbage, water shortages, electricity faults, and corruption complaints directly to government departments. The system allows users to submit complaints with location, images, and descriptions, while authorities can track, manage, and resolve these issues through an admin dashboard. It includes status tracking, prioritization, and analytics to improve response efficiency. The platform promotes transparency, accountability, and faster resolution of public problems using modern web technologies and database management.

Functional Requirements:
 

User (Citizen)
• Register, login, logout, and reset password 
• Submit complaint with: 
o Title and description 
o Category (Roads, Electricity, Water, Sanitation, Others) 
o Location (text or map coordinates) 
o Optional image upload 
• View and track complaint status: 
o Submitted → Under Review → Assigned → In Progress → Resolved / Rejected 
• View complaint history with filters (status, category, date) 
 

Super Admin (Central Authority)
• Create, update, and delete departments 
• Create and manage Department Admin accounts 
• View all complaints across the system 
• Monitor overall system statistics (total, pending, resolved complaints) 
 

Department Admin
• View complaints assigned to their department 
• Verify complaints: 
o Approve (valid) → move to assignment 
o Reject (invalid) with reason 
• Assign approved complaints to Field Officers with deadline 
• Set or update priority (High / Medium / Low) 
• Update complaint status (Under Review, Assigned, In Progress, Resolved) 
• Monitor field officer performance (tasks completed, pending, time taken) 
 

Field Officer
• View assigned tasks 
• Accept or reject task (with reason) 
• Update task progress: 
o Accepted → Work Started → In Progress → Completed 
• Upload completion proof (image required, video optional) 
• Add remarks/comments 
 

Analytics Dashboard
• View complaints by category and area 
• Track: 
o Total, pending, resolved complaints 
o Average resolution time 
o Most frequent issues