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@article{195287,
        author = {Mukhil Amsath P K and Nithivarsha T P and Ranjith Kumar A and Arvind M and Dr. S. Priya},
        title = {An Intelligent Urban Civic Complaint Management System with Automated Classification, Smart Worker Assignment, Escalation Mechanisms, and Resolution Tracking},
        journal = {International Journal of Innovative Research in Technology},
        year = {2026},
        volume = {12},
        number = {10},
        pages = {7942-7948},
        issn = {2349-6002},
        url = {https://ijirt.org/article?manuscript=195287},
        abstract = {Urban municipalities today are grappling with a persistent problem: grievance systems that simply do not keep up with the pace of city life. Delayed responses, poor coordination between departments, and a general lack of accountability have frustrated both citizens and administrators alike. This paper introduces a practical solution — an AI-powered Urban Civic Complaint Management System built around the convergence of mobile technology, cloud computing, and intelligent automation. Through a smartphone application, residents can report problems by attaching a photo, a brief description, and their GPS location. Engineers manage the entire complaint journey through role-specific dashboards, while an automated escalation engine ensures that unresolved issues are pushed up the chain of command based on predefined Service Level Agreement (SLA) timelines. The system uses DistilBERT, a compact transformer model, for zero-shot complaint classification, and filters out duplicate submissions by combining semantic similarity checks with geographic proximity calculations via the Haversine formula. Senior administrators get access to real-time dashboards that translate raw complaint data into meaningful operational insights. Testing confirms that this integrated approach genuinely improves response times, brings greater transparency to the resolution process, and raises citizen satisfaction levels in urban service management.},
        keywords = {Civic Complaint Management, DistilBERT, Escalation Management, Firebase, Flutter, Smart Governance},
        month = {March},
        }