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

Abstract

Lahore is the most populous and rapidly growing city in the province of Punjab, Pakistan. The need of the time is to bank on e-governance to meet the demands of the people. To satisfy complaints and grievances linked to the city’s emergency services, water supply, and sanitation. Currently, these services are being handled by each department itself, and no proper centralized grievance system exists. There is no integrated approach adopted in response to complaints in the Water and Sanitation Agency (WASA), established by the Lahore Development Authority (LDA). GPS mobile phones have become equally common in urban and rural areas. This paper will introduce an innovative technology-based system named the 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 real-time geostatistical data in both spatial and non-spatial views through mobile- and web-based applications. Customers will register their complaints through Android and web-based applications equipped with a map and participatory tools provided by the GIS. This paper provides a structure to overcome mismanagement issues in government agencies and devises a check-and-balance flow model primarily for public utilities such as water supply, sanitation, and sewage. Hence, this paper is an effort to resolve public issues and grievances through real-time engagement in a faster, more accurate, and trustworthy way.