Real-time Co-PPGIS Based Integrated Grievance Redressal Management System Modeling of Public Water Utilities of Lahore

Abstract Lahore is the most populated and a rapid growing city of the province Punjab, Pakistan. The need of the time is to bank on e-governess to meet the demands of the people. To satisfy the complaint and grievance linked to the city emergency services, water supply and sanitation. Currently, these services are being handled by each department themselves and no proper centralized grievance system exists. There is no integrated approach adopted in response to complaints in Water and Sanitation Agency (WASA), established by Lahore Development Authority (LDA). GPS mobile phones have become equally common in urban and rural areas. This paper will introduce an innovated technology based system name GIS-based real-time Grievance Redressal management system which is initially designed for Lahore. This system employs the Collaborative Public Participatory GIS (Co-PPGIS) environment for visualizing and analyzing the real-time Geo-statistical data both in spatial and non-spatial view through mobile and web based applications. The customer will register their complaint through android and web based applications equipped with map and participatory tools provided by the GIS. This paper provides a structure to overcome the mismanagement issues in government agencies and devises a check and balance flow model primarily for public utilities like water supply, sanitation and sewage. Hence, this paper is an effort to resolve public issues and grievance real-time engagement in faster, accurate and trustworthy way.