Skip to main content
Springer Nature Link
Log in

Web Management of Citizens’ Complaints and Suggestions

  • Conference paper
Groupware: Design, Implementation, and Use (CRIWG 2006)

Part of the book series: Lecture Notes in Computer Science ((LNISA,volume 4154))

Included in the following conference series:

  • 661 Accesses

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.

This is a preview of subscription content, log in via an institution to check access.

Access this chapter

Log in via an institution

Institutional subscriptions

Preview

Unable to display preview. Download preview PDF.

Unable to display preview. Download preview PDF.

Similar content being viewed by others

References

  1. European Commission: eEurope: An information society for all (An Action Plan to be presented in view of the Sevilla European Council, 21/22 June 2002). COM.2002 263, European Commission (2005)

    Google Scholar 

  2. Greif, I.: Computer-Supported Cooperative Work: A Book of Readings. Morgan Kaufmann, San Mateo (1988)

    Google Scholar 

  3. Grudin, J.: CSCW: History and Focus. University of California. IEEE Computer 27(5), 19–26 (1994)

    Google Scholar 

  4. Heeks, R.: Reinventing Government in the Information Age: International Practice in IT-enabled public sector reform, 2nd edn. Routledge, New York (2002)

    Google Scholar 

  5. Holmes, D.: eGov: eBusiness Strategies for Government. Nicholas Brealey Publishing, London (2001)

    Google Scholar 

  6. Johnson-Lenz, P., Johnson-Lenz, T.: Consider the Groupware: Design and Group Process Impacts on Communication in the Electronic Medium. In: Hiltz, S., Kerr, E (ed.) Studies of Computer-Mediated Communications Systems: A Synthesis of the Findings, Research Report, Band 16Computerized Conferencing and Communications Center. New Jersey Institute of Technology, Newark, New Jersey (1981)

    Google Scholar 

  7. Karacapilidis, N., Loukis, E., Dimopoulos, S.: A Web-based System for Supporting Structured Collaboration in the Public Sector. In: Traunmüller, R. (ed.) EGOV 2004. LNCS, vol. 3183. Springer, Heidelberg (2004)

    Chapter  Google Scholar 

  8. Korhonen, J., Pajunen, L., Puustjärvi, J.: Automatic composition of web service workflows using a semantic agent. In: IEEE/WIC International Conference on Web Intelligence (WI 2003), pp. 566–569 (2003)

    Google Scholar 

  9. Lenihan, D.G.: Treating Information as a Public Resource. In: The Future of e-Governance Workshop, Syracuse University (2002)

    Google Scholar 

  10. Lieberman, H.: Integrating user interface agents with conventional applications. Knowledge-Based Systems 11(1), 15–24 (1998)

    Article  Google Scholar 

  11. Masters, Z., Macintosh, A., Smith, E.: Young People and E-Democracy: Creating a Culture of Participation. In: Traunmüller, R. (ed.) EGOV 2004. LNCS, vol. 3183. Springer, Heidelberg (2004)

    Chapter  Google Scholar 

  12. Ruiz, V.M., Gallud, J.A., Fernández-Caballero, A., Lozano, M.D.: Complaints and suggestions web-based collaborative procedure. In: Wimmer, M.A., Traunmüller, R., Grönlund, Å., Andersen, K.V. (eds.) EGOV 2005. LNCS, vol. 3591, pp. 336–342. Springer, Heidelberg (2005)

    Google Scholar 

  13. Sim, K.M.: Toward an ontology-enhanced information filtering agent. ACM SIGMOD 33(1), 95–100 (2004)

    Article  Google Scholar 

Download references

Author information

Authors and Affiliations

  1. LoUISE Research Group – Computer Science Research Institute (I3A), Castilla-La Mancha University, 02071, Albacete, Spain

    V. M. R. Penichet, J. A. Gallud, M. Lozano & M. Tobarra

Authors
  1. V. M. R. Penichet
    View author publications

    You can also search for this author in PubMed Google Scholar

  2. J. A. Gallud
    View author publications

    You can also search for this author in PubMed Google Scholar

  3. M. Lozano
    View author publications

    You can also search for this author in PubMed Google Scholar

  4. M. Tobarra
    View author publications

    You can also search for this author in PubMed Google Scholar

Editor information

Editors and Affiliations

  1. School of Telecommunications Engineering, University of Valladolid, Camino del Cementerio s/n, 47011, Valladolid, Spain

    Yannis A. Dimitriadis  & Eduardo Gómez-Sánchez  & 

  2. College of Information Science and Technology, University of Nebraska at Omaha,  

    Ilze Zigurs

Rights and permissions

Reprints and permissions

Copyright information

© 2006 Springer-Verlag Berlin Heidelberg

About this paper

Cite this paper

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

Download citation

  • DOI: https://doi.org/10.1007/11853862_27

  • Publisher Name: Springer, Berlin, Heidelberg

  • Print ISBN: 978-3-540-39591-1

  • Online ISBN: 978-3-540-39595-9

  • eBook Packages: Computer ScienceComputer Science (R0)

Publish with us

Policies and ethics