Accepted Papers

  • A COMPREHENSIVE CITIZEN ENGAGEMENT FRAMEWORK FOR EFFECTIVE RESOLUTION OF PUBLIC COMPLAINTS IN CITIES
    Prassanna Pathmanathan1 and Ryan Poulier, Information Systems with Business Management, Informatics Institute of Technology, Colombo, Sri Lanka
    ABSTRACT

    Across the world, many nations have successfully implemented complaint management solutions for diverse complaint types, so as to promote open government initiatives and other policies. In Sri Lanka, there are many issues with the current public complaint management process which have led to citizens being dissatisfied. Based on this background, the project aims to analyse why citizens in key cities are dissatisfied with the process; and design, develop and evaluate an IT solution to reduce this, while creating a conceptual framework for incorporating the solution into the complaint management process. In creating an effective conceptual framework and IT solution for complaint management, attitudinal, social, technological and knowledge and communication factors affecting citizen participation in complaint management initiatives were analysed based on existing literature, along with interviews with government officials and questionnaire distribution amongst citizens. Building on this, the conceptual framework was formulated, incorporating a complaint management IT solution for citizens.