ADUN e-Community Portal: e-Complaints for Community Service

摘要

This paper discusses further on improving relations between citizen and government which is the state representative of Pulau Pinang by presenting a model on lodge complaints through a web portal. The main significant feature of this portal is to present an online access portal that support back end management for enforcement authorities 24 hours daily. As a mechanism for the interaction between the government and citizens, it is expected that this portal can provide maximum facilities to the citizens. The current manual system is not efficient and gives difficulties to the citizens. Therefore, the citizens have to go through each department to lodge complaints or have to go through a contact center over a telephone. The results of this study can be a good reference to find out the users' need for e-complaint and the importance of complaint in the body of government. The proposed system is divided into nine modules which are My Profile module, Complaint module, Directory module, Announcement module, Discussion module, Crime Prevention module, Message Board module, Report module and Analysis module. In this, we only explain Complaint handler and Directory modules.