In today's fast-paced world, having an efficient complaint filing system is crucial for authorities to

investigate and address community problems faster. The Department of Public Works and Highways
(DPWH), responsible for managing the infrastructure in the Philippines, is no exception. With the
increasing number of complaints and requests from the public, DPWH needs a streamlined way to
manage these concerns. An online complaint management system can be a useful tool for the DPWH to
ensure that complaints are handled promptly and effectively.

An online complaint management system is an essential tool that can aid authorities in handling
community concerns promptly and efficiently. In this regard, our capstone project titled "DPWH Online
Complaint Management System" aims to develop a user-friendly and secure system that simplifies and
streamlines the complaint process for the DPWH. By allowing the public to submit their complaints and
requests online, our system will provide real-time updates on the status of each complaint, enabling the
DPWH to address community problems faster.

In a 2015 study by Osman Nasr and Enayat Alkhider, the authors found that implementing an online
complaint management system resulted in several benefits, including instant access to information,
improved productivity, efficient management of records, simplified operations, and reduced processing
time (Nasr & Alkhider, 2015). These findings highlight the potential advantages of an online complaint
management system and demonstrate its ability to improve the efficiency and effectiveness of the
complaint handling process for organizations such as the DPWH. By utilizing similar goals and objectives,
our DPWH Online Complaint Management System can aim to achieve these benefits and provide an
improved experience for both the public and DPWH personnel.

According to the Smart Complaint Management System study conducted by Pattamaporn Kormpho,
Panida Liawsomboon, Narut Phongoen, and Siripen Pongpaichet in 2018, "The test result shows that this
system is able to reduce the time and procedures for complaint handling, increase the channel for filing
the complaint, and increase the channel for progress reporting and tracking the status of the complaint"
(Kormpho et al., 2018). The study found that implementing an online complaint management system
resulted in faster complaint handling, easier access to the complaint filing process, and better tracking of
the complaint status. These findings are promising and demonstrate the potential benefits of an online
complaint management system for the DPWH. By utilizing similar technology and methodologies, our
DPWH Online Complaint Management System can achieve similar results and improve the efficiency of
the complaint handling process.

By improving the complaint management process, we hope to enhance the relationship between the
DPWH and the public, leading to a more sustainable and efficient infrastructure in the Philippines.