City Complaint Management System
A complaint management system for Roorkee's municipal body, built in PHP, JavaScript, and MySQL on WordPress, routing about 300 citizen complaints a month.
- Role
- Software Engineer · Codeventure Tech LLP
- Timeline
- Jun 2021 – Apr 2022
- Stack
- PHPWordPressJavaScriptHTMLCSSMySQL
Problem
In Roorkee, civic complaints about issues such as broken streetlights, water problems, and garbage collection were reaching the municipal body through phone calls and paper. There was no tracking, no ownership, and no way for a resident to know whether anything had happened. Response times suffered because the intake process itself was the bottleneck.
Approach
The goal was the simplest system that closes the loop. Residents file a complaint online with a category and location, the system routes it to the right department, and status updates remain visible until the complaint is resolved. I designed and developed the platform end to end within the team's WordPress based stack, using custom PHP for the complaint workflow and JavaScript for the interactive front end.
I built the citizen facing reporting interface with validation on both the client and the server, so complaints reached the department queues complete.
Architecture & Tech
WordPress serves as the CMS backbone, with custom PHP modules for complaint intake, categorization, routing, and status tracking, backed by MySQL. I designed the relational schema for complaint records and their handling states, from submission through routing to resolution. The front end is hand built HTML, CSS, and JavaScript, tuned for low-end devices and unreliable connectivity, because the users are residents rather than technical staff.
Results & Impact
- The system launched for Roorkee's municipal body and routed about 300 citizen complaints a month to the responsible departments.
- Complaints arrived complete, so staff no longer had to contact citizens again for missing details.
- At handover, I trained the administrative staff on the response workflow.
This project taught me what production software involves: real users, real data, and real consequences when something breaks.
What I'd do next
Today I would build it as a Next.js and Node application with a PostgreSQL backend, SMS notifications for status changes, and an analytics view that shows the city where complaints cluster.