Citizen Complaint Management System

Abstract

Rapid urbanization has led to a rise in civic issues such as road damage, waste overflow, streetlight failures, and drainage problems. Traditional complaint systems are often manual, time-consuming, and lack transparency, making it difficult to address public concerns efficiently. This paper introduces FixMyCity, a geo-based smart civic complaint management system that allows citizens to report issues using location data, images, and category selection through a Progressive Web Application (PWA). The system incorporates role-based workflows for citizens, employees, sub-administrators, and administrators, ensuring smooth assignment, tracking, and resolution of complaints. A public map showcasing resolved issues with beforeand-after evidence improves transparency and builds trust among users. Additionally, the system helps reduce duplicate complaints, enhances response efficiency, and supports effective smart city governance