CDO: Improve My City

Online Complaint Registration Management Application

1. Background and Rationale

People experience different kinds of community problems same with establishments
receiving multiple numbers of customer complaints per day. Complaint management
seems like double edge weapon: on the one side, it provides a favorable opportunity to
regain customers and on the complainer’s side, it is to disseminate information to other
people (Maxham & Netemeyer, 2002).

In Cagayan de Oro, there’s no specific application to which people can efficiently

relay community complaints to the establishment. People in the city use Facebook
messenger, SMS, and Gmail to send complaints and inquiries. Some people also visit
the establishment itself if they found unresponsive customer service online.
Establishments also are dealing with incomplete details about the registered complaints.

The problem with the current scenario is that complaints are not handled directly
where you need to wait and can’t find other answers if they will not respond. It also
contains a lot of similar complaints that are repeatedly asked by the individual at the
same time that also requires an individual response that takes a lot of time. Sending
messages and email is also prone to lack of information needed for the establishments
to cater the concern.

CDO: Improve My City, an online Complaint Management Application is a mobile

application that will cater complaints from the residences of Cagayan de Oro, the
complaints about electricity and water interruption, pipe leakage, garbage problem and
any form of public disturbance. With this application, all of the complaints will be stored
in a single management system where they will be handled by the concerned offices. A
complaint management system is more efficient online because it eliminates the need
for citizens to visit the office to resolve their issues and it gives more advantage since it
is in the form of a mobile application. Significant advancement in mobile technologies in
the last two decades has completely transformed the way people work. This has saved
time, cut costs, and increased the productivity of people across industries (Fred
Mouawad, 2015).

What makes it different from complaining in social media or other platforms is that
the concerned agency will be notified directly if there is a complaint posted, whereas in
social media there are still automatic replies set before having a conservation with the
customer service, which takes time. In posting complaints, it is a form to be filled up, to
make sure that no information is missing. It also has the feature of viewing recently
completed complaints in the area, for them to know if they have the same concern with
the other people and able to view the solution or feedback given by the specific
establishment. There is a notification system for the complainants to be informed about
their complaint status and a notification system for the agency to be aware if there is a
new complaint posted.

The complaints management application’s goal is to make it easier to organize,

control, track, and address complaints, as well as to provide the establishment with a
useful tool for identifying issues in specific areas. It also allows the user to register and
obtain a username and password to log in and view their complaints and their status.

2. Related Prior Work

2.1 Online Complaint Management System
Application software has been computed successfully and was also tested
successfully by taking “test cases”. It is user friendly, and has required options, which
can be utilized by the user to perform the desired operations. application software
meets the information requirements specified to a great extent. The system has been
designed keeping in view the present and future requirements in mind and made very
flexible. The goals that are achieved by the software are instant access, improved
productivity, optimum utilization of resources, efficient management of records,
simplification of the operations, less processing time and getting required information,
user friendly, portable and flexible for further enhancement. [Osman Nasr. (2015). “Online
Complaint Management
System”www.researchgate.net/publication/336716292_Online_Complaint_Management_Syste
ms. Accessed 10, March 2021]
 2.2 “Complain Go: An Online Complaint Registration System Using Web
Services and Android
Complaint GO Android Application and Web Portal is used to register a complaint
efficiently through the internet to Higher Government bodies directly. In future, this
project can be enhanced using Big data technology to get the analytics and stats of the
complaints like how often they are happening, in which place this similar kind of
problems are occurring can be obtained. [Mareeswari, V. and V. Gopalakrishnan. (2017).
“Complain Go: An Online Complaint Registration System Using Web Services and Android”.
IOP Conference Series: Materials Science and Engineering vol. 263, pp. 042073. Accessed 10,
Mar. 2021]

2.3 Web Application for Complaint Tracking and Resolving

The “Web Application for Complaint Tracking and Resolving” system overcomes
problems of the existing system by providing easy way of solving the problems which
are faced by the user. It also reduces processing time; improve user services and
organization standard. This proposed system is very helpful in reduce dissatisfaction of
person by handling complaint timely. [Ms. Sneha Alve, Ms. Vishakha Babardesai. (2017).
"Web Application for Complaint Tracking and Resolving". International Research Journal of
Engineering and Technology vol. 04. Accessed 13, Mar. 2021]

2.4 Smart Complaint Management System

“SMART COMPLAINT‟ app is introduced to provide user a platform to lodge a

complaint easily. So SMART COMPLAINT reduces people’s efforts. Complaint Lodger
can share location using GPS. This app deals with internal processing of complaints.
The main purpose of this System is to help the public in knowing their place details and
getting their problems solved online without going to the office regularly until the
problem is solved. The system proposed by us also has a web portal which provides
user interface to citizens to lodge complaint and also make helps Municipal Corporation
officers to solve the complaint easily by simplifying the process of forwarding complaint
to sub officers.
 This system also provides employee a facility to update the status of the
complaint about processing of the complaint which the lodger of the complaint can view
using the id which will be provided to him/her after lodging complaint as a text message.
The privilege is assigned to the employee and grievance officer to reject the complaint
but with a reason. It also has a module which counts the number of solved, processing
and rejected complaints and plots a graph to show the performance of Municipal
Corporation. [Radhakrishnan, Devika. (2016). “Smart Complaint Management System”.
International Journal of Trend in Research and Development, vol. 3, no. 6, pp. 2394–9333.
Accessed 10, Mar. 2021]

User- Mobile Push User Filter Focus on one

friendly Application Notification Feedback Complaints geographic
location
Online Complaint  
Management System
Web Application for 
Complaint Tracking
and Resolving
Complain Go  
Smart Complaint  
Management System
CDO: Improve my City      

3. Research Objectives or Proposed Solution

General Objective
To create an online complaint registration management application, a mobile
application that will allow the residents of CDO to post their complaints and connect
them to the concerned agency. It is for resolving issues that do not have repositories
and no direct connection to the concerned agency.

Specific Objective
1. To design and develop a mobile application that will receive complaints from the
residents of CDO and notify a certain agency about the complaint posted.
 2. To design and develop an application where the residents can post their
complaints and able to know the complaints in their location and address their
concerns digitally.
3. To test and evaluate the efficacy and accuracy of the application’s performance
measure in a specific area of concern.

4. Work Plan and Implication

As the system will be a purely mobile application, we will be conducting a test

using 3 mobile phones and an internet network. For the actors, the client/admin will be
barangay Lumbia and the user1 and user2 are part of the community members of the
said barangay. The user1 will post a complaint, and accuracy will be tested if the admin
will get notified once the complaint is posted, same with the user1 he will be notified
whenever the status of his complaint has changed and whenever the admin has given
their response. The user2 will supposedly post the same concern, but instead of posting
the same complaint, she can just look at the recently completed complaints where the
same complaint has given a response from the concerned barangay.

The findings of this study serve as a basis for an easy and efficient way for
community members to report a complaint online. The system has the benefits of
efficiency since it is designed and developed as a platform-independent mobile
application allowing the admin to maintain a proper connection with the user.