LGU2: CITIZEN REQUEST AND FEEDBACK MANAGEMENT SYSTEM FAQ CHATBOT, REAL-TIME TRACKING AND FEEDBACK ANALYSIS

Abstract

The Citizen Request and Feedback Management System is a digital communication channel for citizens with local governments or public service agencies like the barangays. This facilitates easy filing of service requests and feedback on public service by the citizens. It enhances transparency, accountability, and responsiveness, thereby allowing residents to take part in the developmental processes of their community and help authorities in public service provisioning and resource management. Accessible interfaces of the system are like a very public application—an almost easily usable web and mobile app where the citizens could log in to ask for something or give feedback. Submissions have categories (for example, barangay clearance, barangay ID), and each has been assigned a special tracking number. Afterward, it engages the routing function of the request department concerned about that particular routing. Status changes are always up to date, and citizens can see where their requests/audiences are and even give feedback regarding responses. The implementation of the Citizen Request and Feedback Management System brought the enormous change that was required for public service delivery. Citizens benefited from speedier response time, transparency, and improved communication with local authorities. The system enables tracking and prioritizing of requests from citizens, and in some instances, it even provides for document handling. At the same time, it collects relevant data for the analysis of performance and future planning. Therefore, the platform has built trust among citizens and promotes active citizenship. Evidently, the CRFMS serves as a platform for removing gaps in communication between citizens and various government agencies. This system allows transparency, accountability, and faster service delivery in digitizing the request and feedback process. It provides opportunities for citizens to participate in governance actively, while the authority is empowered to take data-driven decisions.