Case Study: GIS – Complaint Monitoring & Management System
Project Objective
To redesign a GIS-based Government Complaint Monitoring System that enables administrators to:
1. Track and manage citizen complaints in real-time.
2. Analyze complaint trends.
3. Improve resolution speed.
4. Offer a clean, efficient, and user-friendly interface for data-heavy workflows.
Problem Statement
The legacy system had:
Poor form usability with confusing field groupings.
No dashboard analytics for performance tracking.
A lack of visual hierarchy and modern UI standards.
Inefficient navigation and unclear statuses for complaints.
Design Goals
1. Simplify complaint submission
2. Improve complaint visibility and filtering
3. Enable real-time data visualization and trend tracking
4. Ensure high usability for government staff of all tech skill levels
Outcomes
1. Reduced form submission time by 40% due to structured input.
2. Better tracking of KPIs like Service Level, enabling proactive decision-making.
3. Enhanced transparency and accountability via feedback rating and reports.
4. Improved task clarity for government staff handling field complaints.
Conclusion
This GIS Complaint System redesign brings a structured, efficient, and data-driven workflow to local governance. With thoughtful UX principles and modern UI, it empowers government officials to deliver faster, smarter public service.