CDO Water District E-Complaint

Online Complaint Registration Management Application

CHAPTER 1
INTRODUCTION
1.1 Background and Rationale
People experience different kinds of water-related problems same with the water
utility establishment 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 water-related complaints to the Cagayan de Oro Water District. People in the city
use Facebook messenger, Facebook group page and website to send complaints and
inquiries. Some people also visit the establishment itself if they found unresponsive
customer service online. The water district is also 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 posting comments in Facebook page is also prone to lack of information
needed for the establishments to cater the concern.

CDO Water District E-Complaint, an online Complaint Management Application, a

mobile application that will cater water-related complaints from the residences of
Cagayan de Oro, the complaints about water interruption, pipe leakage and damage by
natural disaster. With this application, all of the complaints will be stored in a single
management system where they will be handled by the concerned office. 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 Cagayan de Oro City Water District 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 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
establishment. There is a notification system for the complainants to be informed about
their complaint status and a notification system for the Cagayan de Oro City Water
District 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.

1.2 Statement of the Problem

 There is no efficient way of registering complaints from the residents of

Cagayan de Oro to Cagayan de Oro City Water District regarding water-
related complaints due to no proper repository.
 There is no efficient way of monitoring and evaluating complaints.
 Ineffective Notification for the complainants of the Cagayan de Oro City Water
District.

1.3 Objectives of the Study

General Objective
 To create an online complaint registration management application, a mobile
application that will allow the residents of CDO to post their water-related complaints
and connect them to Cagayan de Oro City Water District. 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 register water services-
related complaints from the residents of CDO for notification in Cagayan de Oro
City Water District
2. To design and develop an application where the Water District of CDO can notify
the complainants regarding the status of the complaints posted.
3. To test and evaluate the usability the system’s performance.

1.4 Significance of the Study

CDO Water District E-Complaint application relay water-related complaints from
the people of the city to the Cagayan de Oro City Water district. This study is relevant to
the following:

Residents of Cagayan de Oro City: CDO Water District E-Complaint application will
help the residents of Cagayan de Oro to register their water-related complaints and for
them to have a direct connection and easily acquire answers from the establishment. As
well as to be informed in the announcement for CDO water district.

Cagayan de Oro City Water District: The CDO Water District E-Complaint application
will help the Cagayan de Oro City Water District as it will serve as the establishment’s
tool to organize, track and store complaints from the people of Cagayan de Oro City for
easy monitoring and where they can post their announcements.

1.5 Scope and Limitation

The study focused on the bridging water-related complaints from the residence of
Cagayan de Oro City to the responsible water utility company, the Cagayan de Oro City
Water District Office 10, Kauswagan. The application is only responsible to organize,
track and store complaints in a management system. It designs to help user relay their
water-related complaints and for easy access to address complaints in the part of
Cagayan de Oro City Water District. It excludes the assurance of quick response from
the institution.
 CHAPTER 2

REVIEW OF RELATED LITERATURE

This chapter primarily presents the related prior works and other literatures which
have significant connection included in the research. It focuses on several aspects that
will help in the development of this study. The study is generally concentrating on the
Online Complaint Registration Management Application for Cagayan de Oro City Water
District.

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]

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. There is an official website which is provided
by the Indian Government to log the complaints by the citizens. But the problem is that it
is a web application, so the user has to go their website and fill up forms before
registering a complaint. Hence it becomes a tedious task to lodge a complaint on the
go. The complaint tracking system is also not available right at the moment. So, to make
the user signup and complaint registration process easier android application is
developed. [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]

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. Web application for Complaint tracking and
resolving focused on how to track complaints. According to Babardesai, the proposed
system we provide web application for posting complaints raised in organization. Based
on complaint type related authority take action and try to solve complaint as early as
possible so because of such services time factor and paper work for writing the
complaints and maintaining the complaint records in complaint book is decreased. [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]

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 Focus on one Timeline of

friendly Application Notification Feedback geographic complaints
location/Client
Online Complaint  
Management System
Web Application for 
Complaint Tracking
and Resolving
Complain Go  
Smart Complaint  
Management System
CDO Water District      
E-Complaint
 CHAPTER 3

METHODOLOGY

This chapter presents the Diagram that visually represents the application, CDO
Water District E-Complaint.

3.1 System Architecture

Figure 1. System Architecture

The proposed mobile application will be using the mobile interface built from Flutter.
The user who’s connected to an internet connection, will use the mobile application with
its API and all the registered information will be stored in the mobile database Firebase.
Same as the admin (water district) who’s connected to the internet will be interacting
with the mobile application with its administration panel where the admin can manage
the registered complaints and will be storing and saving information to the mobile
database.

3.2 Use Case Diagram

Figure 2. Use case diagram

For the purposed system, there are two actors involved; the User and the Admin.

The user has to register its user credentials and login in by username and
password. The user can also can view announcement posted by agency, register a
complaint, view and confirm its status and post a feedback about the resolve complaint.
 The admin has to login its default admin credentials, post new announcements, view
the registered complaints, check and change complaint status, and finally, posting
feedback about the resolve complaint.

3.3 Context Diagram

Figure 3. DFD level 0 (context diagram)

In CDO Water District E-Complaint application context diagram we have a single

process since context diagram is level 0. The User and Admin are the external entities.
Th e user information, complaints, feedback, status are that data that flows in the
application.
3.4 Data flow Diagram

Figure 4. Dataflow diagram level 1

 The data flow diagram breaks down the single process in the level 0 (context
diagram) into several processes present in the application. These processes can be
handled by the user or the admin or both of them. The processes include the login,
which is for both user and admin. Managing users is done by the admin and users are
stored in tbl_user in database. Posting complaints is for the user, where complaints are
store in tbl_complaints. The managing of complaints is for the 2 processes update
status and posting feedback that has their own table in the database the tbl_status and
tbl_feedback. And lastly the posting of announcements done by the admin to
dissiminate information to the residents of Cagayan de Oro City Regarding water
advisory, it is also store in tbl_announcements.

3.5 Entity Relationship Diagram

Figure 5. Entity Relationship Diagram

For ERD, we have 5 database table namely User, Announcement, Complaint, Status
and Feedback.

The User table has user_id for the primary key that will uniquely identify each
new registered user and the attributes user_name, user_address and user_email. For
the Announcement table, it also has announcement_id for the primary key that will
generate all the posted announcements and the announcement and
announcement_date on when the announcement is posted. The Complaint table’s
primary key is the complaint_id and user_id for the foreign key which indicates
who(user) registered the complaint, it also contains the attributes complaint_type,
complaint_desc and complaint_image which holds the complete information about the
complaint.

Status table has status_id as primary key and complaint_id for the foreign key
which indicates which complaint owns the status and the attribute status which indicates
what will be the status for the registered complaint. Feedback table’s primary key is
feedback_id and complaint_id as foreign key and the attribute feedback which contains
the feedback from both user and admin to the registered complaint.

3.6 Features of Mobile Application

CDO Water District E-Complaint is an online complaint registration application.

Aside from its primary objectives, E-Complaint have some features that will make it
more usable and brings efficiency to the users, both the admin and the complainant.

Push Notification

The E-Complaint application has a notification system for notifying both the
complainant and the admin, when there is complaint posted, changes in status,
feedback and announcement. For the push notification to be stored in the database
Firebase, we will be using the flutter plugin “Firebase_messaging 9.1.3”. Firebase Cloud
Messaging (FCM) is a cross-platform messaging solution that lets you reliably send
messages at no cost.

User Feedback

User feedback is a feature for both the complainant and the admin. In the
complaint posted there is a feedback section below where it will become the means of
communication by the complainant and the admin. For the user and admin feedback,
the app will be using “textformfield” widget which all data entered will be stored in the
database firebase. Using conditions and all the data variables from the database table
“tbl_feedback” which will receive all the entered feedback from both user and admin.

Timeline of Complaint
The timeline is where the user can view all the complete details of the recent
registered complaints by user stored from the cloud-hosted database (Firebase). It will
be categorized through the type of complaint which will be displayed through the use of
container in a Grid view widget. Once the user will select what type of complaint, it will
be directed to the list of complaints under that specific category. Inside those complaints
is a dropdown widget in the upper side of the page called filter where the users can
select which barangay around the Cagayan de Oro s/he likes to view, since the CDO
water district eCompliant application, focus on one geographic location.

Monitoring and Evaluation Plan

Figure 6. Gantt Chart