This document proposes a solution to register and monitor citizen complaints through SMS and web maps. The solution includes an SMS system to submit and track complaints, mobile apps for Android and Windows, and a web app for citizens to track complaints and the administration to manage complaints. Citizens can submit complaints via SMS or app, receive confirmation and tracking info, and check status. Administrators can view complaints on a map, assign teams, and change complaint statuses. The system was developed using Android, .NET, Java EE, and open source frameworks.

1. SOLUTION OF PROBLEM # 2
Registration & Monitoring of
Complaints Through SMS & Web Maps
Presented by: Team “BNU”
Muhammad Haris
Abubakr Eirabie
Sajid Akram Kashmiri
Ghulam Abbas
Asad Ikram

2. Problem Definition
 Submitting complaints through telephone line is time-
consuming and frustrating for citizens
 The management remains ignorant of may complaints
because of the paper-based environment
 Citizens have no idea what was done to their
complaints and what is the current status
 There is little or no way to monitor the performance of
staff

3. Proposed Solution
 SMS Sending & Receiving
 Mobile Apps
 Android and Windows Platform
 Web app
 To monitor and manage complaints by the
administration

4. How it Works for Citizens?
 A complainant sends an SMS containing his address &
brief description of the issue he’s facing through his
mobile on a short code
 location//problem statement to 80025
 He can optionally download our Android or Windows
app from main website and use it to send the complaint
instead of sending SMS
 An SMS (containing complaint # and tracking URL) is
sent back to him acknowledging that his complaint is
registered and he can track it

5. How it Works for Citizens?
 ANYONE can view the map (show complaints
location) on the main site
 http://moodle.bnu.edu.pk/sanhack
 He can then access the webapp using any of his
favorite browser and can track his complaints simply
entering his mobile number (through which he
submitted)
 He can also submit new complaints through this webapp
 As soon as a team is assigned to his complaint, an SMS
is sent to him to intimate that

6. How it Works for Citizens?
 Once his issue is fixed, he will be requested to sent an
SMS to acknowledge that his issue is fixed
 He can also optionally do that through mobile app

7. How it Works for WASA Admin.
 WASA administration can monitor and manage
complaints through the same webapp by logging into
the system through their admin logins
 They can view complaints against 3 different statuses
 PENDING – newly submitted complaints
 IN-PROGRESS – complaints for which teams are
assigned
 RESOLVED – complaints which are resolved

8. How it Works for WASA Admin.
 Admin can then perform following operations
 View location of complaint on Map
 Assign Team to a pending complaint
 It will automatically change the status to in-progress
 View history of a complaint
 View assignments of an in-progress and resolved
complaints
 Change status of a complaint

9. Development Platform
 Android App
 Android SDK and API
 Mobile Windows App
 Csharp on .NET framework
 Web App
 Java EE and Industry Standard Frameworks
 Spring Core, Hibernate, Spring MVC, Spring Security
 Apache Tomcat (Application Server)
 MySQL (DB Server)