Project Overview:

The Digital Complaint Management System for Municipality is a web-based platform that allows citizens to register complaints related to civic issues (like garbage, road damage, water supply, street lights, etc.) and track their resolution. It provides municipal authorities with tools to manage, assign, and resolve complaints efficiently, ensuring transparency and accountability in public services.

Key Objectives:

• Enable citizens to lodge municipal complaints online.

• Allow users to track the status of their complaints.

• Provide an admin interface to manage complaints and assign them to departments.

• Improve transparency and communication between the public and municipal authorities.

User Roles & Features:

1. Citizen/User:

• Register and log in to the portal.

• Submit new complaints by selecting the complaint type, entering a description, and uploading images (if any).

• Choose complaint location using dropdown or interactive map.

• Track the status of submitted complaints (Pending, In Progress, Resolved).

• Receive notifications about status updates or comments from the municipality.

• View complaint history.

2. Municipal Staff/Admin:

• Secure login to access admin dashboard.

• View, filter, and manage all registered complaints.

• Assign complaints to the relevant department/staff.

• Update complaint status and add resolution notes.

• Respond to citizen queries or feedback.

• Generate reports on complaints by category, area, and resolution time.

• Monitor performance of municipal departments in resolving issues.

Tech Stack Used:

• Frontend: HTML5, CSS3, Bootstrap, JavaScript

• Backend: PHP with Laravel framework

• Database: MySQL

• Authentication: Session-based login system with role-based access control

Admin Panel Features:

• Dashboard with stats on complaints (total, resolved, pending)

• Category-wise and area-wise complaint filtering

• User management (view/block citizens)

• Complaint assignment and tracking

• Generate performance and response-time reports

Complaint Features:

• Complaint submission with category, location, description, and images

• Complaint ID generation and confirmation

• Real-time status tracking (with timeline view)

• Status update notifications via dashboard or email

• Option to give feedback after resolution

Security Features:

• Input validation and sanitization to prevent malicious data

• Password encryption and secure session handling

• Role-based access (citizen vs. admin)

• CSRF protection for all forms

• Restricted admin access for critical functionalities

Conclusion:

The Digital Complaint Management System for Municipality ensures faster redressal of civic issues, reduces paperwork, and brings transparency in public services. It empowers citizens to participate in local governance while allowing municipal authorities to manage and respond to issues efficiently using a PHP and MySQL-based full-stack solution.