Complaints and Suggestions Web-based Collaborative Procedure 1

Citizens in modern societies demand quality public services. People like to participate and collaborate in local governments by means of suggestions and complaints submission. Administrative procedures have arrived to the Web and citizens can save a lot of time because of this new situation. Not only citizens need to save time, but also civil servants do. The system we suggest in this paper supports feedback between government and citizens through the Internet. Intelligent agents, workflow processes and Web-based computing are some issues which could be mixed to facilitate worker-to-worker (w2w) and Government-toCitizen (G2C) communication and coordination. The more complaints and suggestions a govern processes, the better it works. All the administrative procedure steps are well analyzed by workflow modelling and tasks coordination is shown in this paper. Full and easy access is guaranteed using a Web-based system.