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Peer Reviewed Online International Journal Volume 1, Issue 1, May 2014 175
Efficient Complaint Registration using
Mobile I...
International Journal of Innovatory Research in Science and Management – IJIRSM www.ijirusa.webs.com
Peer Reviewed Online ...
Peer Reviewed Online International Journal Volume 1, Issue 1, May 2014 177
Figure- 2 Architecture of the Proposed System.
...
International Journal of Innovatory Research in Science and Management – IJIRSM www.ijirusa.webs.com
Peer Reviewed Online ...
Peer Reviewed Online International Journal Volume 1, Issue 1, May 2014 179
Experimental Details
When the user lodge a comp...
International Journal of Innovatory Research in Science and Management – IJIRSM www.ijirusa.webs.com
Peer Reviewed Online ...
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Ijirsm soujanya-v-efficient-complaint-registration-using-mobile-interface

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Elicitation and handling complaint is one of the challenge and responsibility by the Municipal Corporation (MC) or local governing body with in the town limit. By using smart mobile we can solve this problem, so that authorized persons can response immediately, hence it improves the quality of services of the MC. Aim of this paper is to analyze and Maintenance of the complaint with in the corporation area. Using our Mobile Complaint interface citizens can interact with local body and citizens can lodge the complaints 24 × 7 or around the clock. In this paper, we propose a mobile inter-face which can be used to lodge complaints. The essential idea is to make use of the existing web portal infrastructure and provide an easy, cheap and quick mode of complaint registration around the clock.

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  1. 1. Peer Reviewed Online International Journal Volume 1, Issue 1, May 2014 175 Efficient Complaint Registration using Mobile Interface Soujanya V Dept of Computer Science and Engineering YD Institute of Technology Bangalore, India soujanyav92@gmail.com Ashwini P Dept of Computer Science and Engineering YD Institute of Technology Bangalore, India ashup96bandi@gmail.com Amrutha S Dept of Computer Science and Engineering YD Institute of Technology Bangalore, India a.arabhuj@gmail.com Rajeshwari Dept of Computer Science and Engineering YD Institute of Technology Bangalore, India eshwarirshetty@gmail.com Abstract Elicitation and handling complaint is one of the challenge and responsibility by the Municipal Corporation (MC) or local governing body with in the town limit. By using smart mobile we can solve this problem, so that authorized persons can response immediately, hence it improves the quality of services of the MC. Aim of this paper is to analyze and Maintenance of the complaint with in the corporation area. Using our Mobile Complaint interface citizens can interact with local body and citizens can lodge the complaints 24 × 7 or around the clock. In this paper, we propose a mobile inter- face which can be used to lodge complaints. The essential idea is to make use of the existing web portal infrastructure and provide an easy, cheap and quick mode of complaint registration around the clock. Keywords WAP, NLP, WML, Ontology. Introduction Customers have the right to complaint or give comments on the services and facilities provided. Unfortunately, in most of cases customers face difficulties to channel their complaints and comments to the right party. The customers also have difficulties in knowing the status of their com- plaints. There has been extensive research in the area of e- service for municipal use [7]. It is important to know the use and efficiency of services that are provided by a MC using latest and better technologies. There have also been research [1] which address the uses of e-services for physically chal- lenged citizens. E-services were used in Europe for a while, but they have been extensively attracting far use up in India, in a big way in large cities (like Mumbai, Bangalore etc.) recently. There are separate departments within the MC to handle different problems of the city. It is important for the MC to know about the problems as and when they occur or come into existence in the city and respond to them, so that the prob- lem areas can be dealt with quickly and efficiently. For easi- er handling of City upkeep, the city is divided into wards. The Bangalore city has about 198 wards. Any complaint relating to or originating from a ward is only handled by an officer associated with that ward. Addressing a complaint gets significantly delayed if the complaint corresponding to one ward is routed to a different ward. Citizens must participate actively which is very im- portant for efficient functioning of all the utilities and ser- vices in the area under MC. MC allows the citizens to regis- ter their complaints using various interaction mechanisms. A correctly routed complaint can be made to handle promptly by the concerned departmental authority in that ward.
  2. 2. International Journal of Innovatory Research in Science and Management – IJIRSM www.ijirusa.webs.com Peer Reviewed Online International Journal Volume 1, Issue 1, May 2014 176 An appropriate departmental authority is notified about the complaint for action once a complaint is registered by the citizen. The person who complains is notified of the sta- tus of the complaint. The chief modes of complaint registration mechanisms are 1. person himself visiting to the local ward office, 2. contact the center through telephone, 3. Complaint launch through a web portal In all the above cases the complaint would be stored in a central database which is accessible to the concerned ward officer to handle. The ward officer can update the status of the complaint. The status of the complaint would be availa- ble to the person who has placed the complaint through the portal. Amount of time required in lodging a complaint for different reasons using (a) and (b) is more and citizen partic- ipation is found to be poor. Figure 1 represents to Register Complaint through Web Portal; web portal has number of entities. Figure 1. Register Complaint through Web Portal. The mobile phone usage is very high and is growing in India in general. It becomes really helpful and easy for peo- ple to provide an easy to use mobile phone based interface to lodge complaints using their mobile devices because max- imum count of population now uses mobile phones. The most straightforward way to enable use of mobile devices to file complaint is to port the web interface into Wireless Markup Language (WML) so that it can be browsed by the WAP browser on the mobile phone. While this is not difficult, it is expensive in two ways. Hence they dampener for an active citizen participation (a) WAP ena- bled mobile phones are more expensive (b) Citizens need to pay the telecom operator for being on- line (accessing the complaint registration system through their phone). If the citizens are given an easy, cheap and yet effective mode of lodging their complaints the active citizen participa- tion can be evoked easily. In this paper we propose interface on a mobile phone to enable citizens to register complaints and seek response from MC. The advantage of this system is a) It requires no change in the already existing web por- tal to lodge complaints. b) Doesn’t require the citizen to remember any specific information to lodge their complaint. c) The mobile channel makes active citizen participation possible because of the higher penetration (usage) of mobile phones in India. System Design The proposed mobile interface based system emulates the functionality of the web portal based complaint filing system. The complaint is routed using the SMS channel to the system and complaint processing system then interprets the users complaint using natural language processing(NLP) techniques to determine the nature of the complaint(the De- partment and the Complaint Type) and other de- tails(location, land mark, ward number) which are mandato- rily required to lodge a complaint. The location would be pulled by the GPS system of the mobile phone, which calcu- lates the latitude and longitude to know the location. Once this information has been inferred by the system, it sends the information to the MC complaint handling system in a com- patible format (as a HTTP request).
  3. 3. Peer Reviewed Online International Journal Volume 1, Issue 1, May 2014 177 Figure- 2 Architecture of the Proposed System. Response of the MC complaint handling portal is fetched and is parsed to determine the complaint number. This com- plaint number is then received by the user on his mobile phone. The complete block diagram of the system is shown in Figure 4. Figure-3: Welcome Screen Figure-4: Complaint Registration
  4. 4. International Journal of Innovatory Research in Science and Management – IJIRSM www.ijirusa.webs.com Peer Reviewed Online International Journal Volume 1, Issue 1, May 2014 178 Figure 5. Block Diagram of the Novel Nl Based System. The system makes use of the already available web portal interface to complaint filing platform and assist citizens to file their complaint using their mobile phone. The system enables the user to send his complaint in natural English (arrow 1; Figure 5). The input to the system is a free format English text. The system internally analyzes the complaint text using a set of natural language processing techniques to determine if the complaint has all the information required. If yes (arrow 6; Figure 5) it send the information in a form understandable by the MC complaint portal to [6]. The in- formation received from the portal (complaint ID) is then sent back to the user (arrow 6, 7, 8; Figure 5), else (arrow 2; Figure 5; the complaint sent by the user is such that a com- plaint number cannot be generated using the MC web portal interface system), the application intelligently generates que- ries and gathers the required information from the user inter- actively (arrow 3; Figure 5). The user responds to the system generated queries (arrow 4; Figure 5). This interaction can (path 3, 4, 5; Figure 5) happen more than once. All the in- formation gathered, in addition to the freeform complaint sent by the user is used to lodge the complaint with the web- based MC complaint registering portal and the generated complaint number is sent back to the user (path 6,7, 8; Fig- ure 5) for his reference and tracking of his complaint in the future. The system analyzes the complaint to check whether it is complete or not. A complaint is said to be complete if all the required mandatory fields required to lodge the com- plaint are identifiable by the user. This typically results in two extreme scenarios, namely, (a) Complaint registration in complete mode. (b) Complaint registration in in-complete mode. Table 1 Complaint registration in complete mode. In Scenario 1 (Table 1) there is no interaction with the user after the initial complaint has been sent by the user. The user is able to lodge his complaint in one go. While in Scenario 2 (Table 2), the system interacts with the user to obtain the missing information to make the complaint complete before registering the complaint at the portal. In the extreme case when no input is provided by the user - the system seeks all the 8 mandatory fields of information from the user in the form of menus and text boxes. Table 2 Complaint registration in in-complete mode. Scenario - 1: Complaint registration in complete mode User: Lodge the complaint in English System: a. Files the complaint with the smart com- plaint application. b. Obtain a complaint number from smart complaint application. c. Confirmation of the complaint lodged number from the server. Scenario - 2: Complaint registration in in-complete mode User: Lodge the complaint in English System: (a) Identifies “missing fields” in the user complaint, (b) Intelligently generates interactive que- ries requesting information from the us- er. For example, menu choice may contain “Smelly Garbage”, ”Garbage not picked up” on footpath. User: Responds with a selection System: a. Assimilates all the information from the responses and then files the complaint with in the complaint portal b. Obtain a complaint registration number from smart complaint application c. Send the complaint number to user
  5. 5. Peer Reviewed Online International Journal Volume 1, Issue 1, May 2014 179 Experimental Details When the user lodge a complaint in natural English through the mobile interface. The system tries to decipher the mandatory details required to file a complaint using a set of natural language processing techniques. The natural lan- guage complaint processing is based on a minimal parsing system. The essential idea is to extract a key concept and set of key words from the natural language complaint query using an ontology specifically crafted to this domain. The ontology is hand crafted by a team of linguistic and domain experts. More specifically, all the stop words are initially removed from the query. The system then checks for any spelling mistakes in the complaint and corrects it. Using an ontology and domain specific knowledge the query is parsed to determine the nature of complaint and extracts the MC department in charge of the complaint. The location and the landmark details are picked up from the query with the help of state specific location knowledge base; further the landmark and the location details are used to determine the ward number details using a location ward number knowledge base. Optionally, the application has the facility for the user to upload the scene of the complaint (see Figure 6). Figure-6: Upload Image Figure 7: Send Captured Image Figure 8: Complete Complaint
  6. 6. International Journal of Innovatory Research in Science and Management – IJIRSM www.ijirusa.webs.com Peer Reviewed Online International Journal Volume 1, Issue 1, May 2014 180 Figure 9: Incomplete Complaint Event The image captured is then sending (Figure-7) which is later uploaded in the concerned department database is checked whether the event is complete (Figure-8) or incom- plete (Figure-9). Conclusion Mobile interface is proposed and built for users to lodge complaints about their city. The system is accessible to eve- ryone who owns a mobile phone and downloads this applica- tion and is available 24× 7. The system uses the back-end infrastructure of the MC to register a complaint but gives the user the flexibility to file his complaint by sending a free format natural English complaint. The natural language pro- cessing based system is capable of analyzing the query and extracting the required information from the free format que- ry to register a complaint. If the complaint registered is complete, the system generates a complaint number (actually generated by the back-end system) and displays the com- plaint number to the user on his mobile phone. If the com- plaint is incomplete, the system interactively seeks the re- quired information from the user by asking for specific in- formation (through menu choice). In this case the system uses all the information given by the user to register the complaint (the initial free format complaint and the subse- quent responses to the system generated queries). The facili- ty for sending the photographs of the scene along with the complaint adds to the authenticity of the complaint and in some sense makes the complaint lodging efficient and com- plete. The minimal processing system [5] by design allows the system to be configured to other native languages and will require the design of screens in native language on the mobile phone. References [1] Bobillier Chaumon and Sandoz Guermond. Study of conditions of use of e-services accessible to visually disabled persons. In Proceedings DEGAS 2007. [2] Sunil Kopparapu and Nirmal Janardhan. A novel mobile interface to register citizen’s complaint. In iHCI IADIS International Conference Interfaces and Human Com- puter Interaction 2008, Amsterdam, Netherlands (25-27 July, 2008), 2008. [3] Sunil Kopparapu, Akhilesh Srivastava, and PVS Rao. Kisanmitra: A question answering system for rural Indi- an farmers. In International Conference on Emerging Applications of IT (EAIT 2006) Science City Kolkata, February 10-11, 2006., 2006. [4] Sunil Kopparapu, Akhilesh Srivastava, and PVS Rao. A natural language interface for a railway website. In Se- cond National Conference on Innovations in Infor- mation and Communication Technology 2006, 7-8 July, PSG College of Technology - Coimbatore., 2006. [5] Sunil Kopparapu, Akhilesh Srivastava, and PVS Rao. Minimal parsing question answering system. In Interna- tional Conference on HCI, PR of China, 2007. [6] Wireless News. In http://wirelessfederation.com/news/category/mobile- penetration/, accessed Feb 2007. [7] IST World. In Electronic Municipal Information Ser- vices - Best Practice Transfer and Improvement Project, accessed Feb 2008.

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