Web management of citizens' complaints and suggestions

Authors:
V. M. R. Penichet;J. A. Gallud;M. Lozano;M. Tobarra
Affiliations:
LoUISE Research Group – Computer Science Research Institute (I3A), Castilla-La Mancha University, Albacete, Spain;LoUISE Research Group – Computer Science Research Institute (I3A), Castilla-La Mancha University, Albacete, Spain;LoUISE Research Group – Computer Science Research Institute (I3A), Castilla-La Mancha University, Albacete, Spain;LoUISE Research Group – Computer Science Research Institute (I3A), Castilla-La Mancha University, Albacete, Spain
Venue:
CRIWG'06 Proceedings of the 12th international conference on Groupware: design, implementation, and use
Year:
2006

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Abstract

People in modern cities like to participate and collaborate in local governments by means of suggestions and complaints submission. However, citizens are not used to work with administrative procedures; moreover many of them do not like to spend time in administrative queues. In this paper we show some empirical results obtained by the Complaints and Suggestions Web-Based Collaborative Procedure (CS-WCP) in its first year of service in the Albacete Town-Council (Spain). Before showing those results, the CS-WCP is described. Administrative procedures in town councils, intelligent agents, workflow processes and Web-based computing are mixed in the CS-WCP system. Notifications by means of e-mails and messages facilitate user-to-civil servant and system-to-user communication and collaboration.