E-complaint Management System And Gis Mapping For Addis Ababa City Administration

Complaints are valuable sources of information that organizations can use to improve servicesrnprovided by organizations. But, it is not an easy task to collect complaints and provide a solutionrnfor collected ones. An effective complaint management system plays crucial role to privdernservices in better manner. Realizing this, many countries use electronic complaint managementrnsystem.rnCurrent complaint management system of Addis Ababa City Administration has somernlimitations. First, it is difficult to reach large group of people and collect complaint from thoserngroups. Second, it is difficult to manage even the collected ones. To alleviate these problems, werndeveloped an electronic complaint management system. The system enables collection ofrncomplaint from large group of people using current technologies: Internet and mobile and makesrnmanagement of complaints easy. Complaints may reach to the system through short messagernservice (SMS) or through website. The system autonomously accepts the complaints and forwardrnto the respective responsibility. To enable spatial analysis of collected data, a GIS map isrnintegrated with the system.

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