Project Overview:

In collaboration with the International Rescue Committee (IRC), IT Artificer developed a custom-built Complaint Management System (CMS) for TMA Town 2 in Peshawar. The system aimed to empower citizens to actively participate in civic reporting while equipping municipal officials with digital tools to handle complaints in real time.

The solution provided transparency, efficient complaint resolution, and data-driven reporting — all while promoting community trust and strengthening the TMA’s governance processes.

Client Profile:

TMA (Tehsil Municipal Administration) Town 2 oversees sanitation, water supply, street lighting, road maintenance, and infrastructure management in its jurisdiction. With limited resources and growing urban complaints, it needed a streamlined platform to manage citizen issues efficiently.

Challenges:

• Lack of a formal system for lodging and tracking civic complaints
• No historical records or analytics to measure department performance
• Delay in task delegation and resolution by TMA staff
• Low citizen trust due to absence of transparency or follow-up
• Manual paperwork causing bottlenecks and lost cases

Our Solution:

IT Artificer designed and deployed a full-stack Complaint Management System (CMS) with:

• Web-based complaint submission portal for citizens
• Admin dashboard for TMA supervisors to monitor complaint status
• Task assignment feature for dispatching work to relevant field officers
• Complaint categorization by type: sanitation, street lighting, drainage, etc.
• Real-time status updates for citizens via SMS or online portal
• Analytics & reporting module for department performance reviews
• Multilingual interface for easy public access (Urdu + English)

Key Features:

• Role-based logins for administrators, field staff & complaint handlers
• Location tagging and image uploads with complaints
• Complaint status tracking: Pending, In Progress, Resolved
• Secure cloud hosting with daily data backups
• Printable reports and data export for government audits
• Feedback option for citizens post-resolution

  Results & Impact:

  • 3x faster complaint resolution across all categories
  • 100% digital record-keeping and searchable complaint history
  • Boost in public engagement and satisfaction with TMA services
  • Enhanced transparency and reduced manual workload
  • Enabled government & donor agencies to assess civic performance in real time

Tech Stack:

• Laravel PHP (Backend)
• Bootstrap & jQuery (Frontend)
• MySQL Database
• SMS Gateway API
  
  • Cloud Hosting on Secure VPS

Client Testimonial:

“This CMS changed the way our administration interacts with the community. Citizens feel heard, and we finally have performance data to guide our service delivery.”
— Municipal Supervisor, TMA Town 2 Peshawar