The current method of interaction between the public and local authorities is not a sustainable model. The methods of data collection and processing by local authorities are inefficient in this technological age.
[caption id="attachment_33973" align="alignright" width="300"] CLICK TO ENLARGE Fig 1: Percentage breakdown of complaint formats[/caption]
There is a large administration burden associated with the management of these complaints. In 2013, some local authorities introduced open source Customer Resource Management (CRM) software systems to assist in managing, tracking and closing out these complaints.
The current process involves a local-authority employee taking a complaint, as submitted by the public in the different modes shown in Figure 1, and manually entering the details in the CRM system. After the data-entry stage, the ticket is referred to a specific department/engineer for action/comment/close out. The issues with this process are as follows: