Abstract
People in modern cities like to participate and collaborate in local governments by means of suggestions and complaints submission. However, citizens are not used to work with administrative procedures; moreover many of them do not like to spend time in administrative queues. In this paper we show some empirical results obtained by the Complaints and Suggestions Web-Based Collaborative Procedure (CS-WCP) in its first year of service in the Albacete Town-Council (Spain). Before showing those results, the CS-WCP is described. Administrative procedures in town councils, intelligent agents, workflow processes and Web-based computing are mixed in the CS-WCP system. Notifications by means of e-mails and messages facilitate user-to-civil servant and system-to-user communication and collaboration.
This work was partially supported by the Spanish CICYT project TIN2004-08000-C03-01 and the grant PCC05-005-1 from Junta de Comunidades de Castilla-La Mancha.
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Penichet, V.M.R., Gallud, J.A., Lozano, M., Tobarra, M. (2006). Web Management of Citizens’ Complaints and Suggestions. In: Dimitriadis, Y.A., Zigurs, I., Gómez-Sánchez, E. (eds) Groupware: Design, Implementation, and Use. CRIWG 2006. Lecture Notes in Computer Science, vol 4154. Springer, Berlin, Heidelberg. https://doi.org/10.1007/11853862_27
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DOI: https://doi.org/10.1007/11853862_27
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