CivicAI: A Web-Based Civic Complaint Management System for Smart Governance

Abstract—Rapid urbanization has significantly increased thecomplexity of managing civic infrastructure in modern cities. Mu-nicipal authorities are responsible for maintaining essential publicfacilities such as roads, street lighting systems, waste managementservices, drainage networks, and water supply infrastructure.However, traditional civic complaint reporting mechanisms oftenrely on manual procedures where citizens must physically visitmunicipal offices or submit written applications. These methodsare typically slow, inefficient, and lack transparency, making itdifficult for citizens to track the progress of their complaints.This research introduces CivicAI, a web-based civic com-plaint management system designed to improve the efficiencyand transparency of civic issue reporting and resolution. Theproposed platform enables citizens to submit complaints throughan online interface and monitor the status of their requests in realtime. At the same time, municipal administrators and officerscan manage complaints through a centralized dashboard thatsupports complaint categorization, departmental assignment, andstatus updates.The system is designed using a modular architecture thatseparates presentation, application, and data management layers,ensuring scalability and maintainability. By digitizing the com-plaint handling process, CivicAI reduces administrative delaysand enhances communication between citizens and municipalauthorities. The proposed system demonstrates how digital gov-ernance platforms can contribute to more responsive urbaninfrastructure management and improved public service delivery.