Title:
|
A NOVEL MOBILE INTERFACE TO REGISTER CITIZEN COMPLAINTS |
Author(s):
|
Sunil Kumar Kopparapu , Nirmal Janardanan |
ISBN:
|
978-972-8924-59-1 |
Editors:
|
Katherine Blashki |
Year:
|
2008 |
Edition:
|
Single |
Keywords:
|
natural language interface, complaint registration, e-governance, artificial intelligence |
Type:
|
Short Paper |
First Page:
|
249 |
Last Page:
|
253 |
Language:
|
English |
Cover:
|
|
Full Contents:
|
click to dowload
|
Paper Abstract:
|
Municipal Corporation (MC) of a city is a local governing body which takes care of the functioning of the city. Among
many other things one of the chief responsibilities of an MC includes addressing the complaints that the residents of the
city might have. Maintenance of a large city requires that the MC be aware of any shortcomings either through
surveillance (sensors/cameras) or by allowing the citizens to report them. The second option is usually preferred because
there is a sense of belonging. A mechanism to accept complaints from citizens 24 × 7 would be the expectation from both
the citizens and the MC. The Mumbai MC allows its citizens to place their complaints through several channels. The
chief modes of complaint registration is (a) a visit to the ward office where a person in charge listens to the complaint
and asks for some personal details and puts it across into an electronic form for other departments within the MC to
handle the complaint, (b) through a contact center over a telephone - where the complaint is registered by a call center
agent by typing the complaint into the system and more recently (c) through a web portal. In this paper, we propose a
novel SMS based mobile interface which can be used to lodge complaints. The essential idea is to make use of the
existing web portal infrastructure [MCGM. 2008] and provide an easy, cheap and quick (complain as you see) mode of
complaint registration around the clock. The proposed system enables and assists the citizen to place complaint through
an SMS on their mobile phone in natural language. |
|
|
|
|