Web Management of Citizens’ Complaints and Suggestions
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.
KeywordsCivil Servant Public Administration Intelligent Agent Administrative Procedure Town Council
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