EXPERT SYSTEM FOR E-GRIEVANCE

Governments embraced electronics to engage with citizens in service provision and interacting with their citizens. Convenient service delivery, improved communication, cost reduction, efficient and effective ways of service provision are among promised notions of electronic government systems. In consequence, the study of e-government has gained considerable attention. The use of ICT and particularly the Internet, as a tool to achieve better Progress’’. Unfortunately, many of the e-government studies focused on the supply side and how e-governments systems affect public organisations. This study has tried to breach that gap by focusing on the demand side of the e-government. E-grievance systems were the main theme of the research by being one of the main reasons citizens contact their governments. Local governments are considered as natural customers of public citizens. Many of Citizen’s Everyday needs relating to water/sewerage, electricity, roads, parking are linked to local governments. Local governments are also the point at which citizens seek: obtaining certificates, building permits, registering and subdividing plots of land are all important transactions that local governments around the world often have the sole responsibility. Therefore, it is considered essential that processes of complaint redressal are clearly defined and publicly available. . It has been discussed about the development of an integrated system to take care citizen’s electronic complaints.