The gap between the municipality of Nablus and the citizens, and the resulting lack of realistic prioritization of problems by municipal staff.
Smart application dealing with complaints by collecting, sorting and categorizing them automatically, with priorities set accordingly, with the possibility of responding to the request or complaint automatically within an estimated period clarified based on the type of complaint.
There are always a large number of inquiries and complaints that reach the municipality of Nablus daily, which are submitted by citizens, and because of the huge numbers of them and other obstacles such as the lack of staff of the Complaint department or the use of traditional methods, responding to all complaints has become very difficult. In addition, responding to inquiries takes a long time, and as an inevitable result has led to the citizens’ lack of confidence in the municipality and their belief in the municipality’s inability to prioritize problems.
The residents of Nablus city in general, and the beneficiaries of its municipal services in particular, suffer from a lack of response to their complaints or requests submitted to the municipality. The municipality employees suffer from the pressure imposed on them due to the number of phone calls from citizens whose want to submit a complaint or a specific request. On the other hand, their use of traditional ways of dealing the complaints reduces their effectiveness and the chances of responding to all citizens’ complaints and requests. With the problem of citizen dissatisfaction because of poor communication with the municipality, a new obstacle has emerged, which is not reaching the problem until it aggravates, thus causes more time and financial loses and may lead to other problems.
Moreover, one of the problems facing the municipality is the problem of citizens’ lack of awareness of the municipality’s way of work and its policies and also how to submit complaints. In addition to the lack of patience and understanding to prioritize problems, which restricts the work of the municipality.
Baladiyati mobile application is a unique application that has been designed to facilitate the services which provided by the public complaints services department in the municipality of Nablus, and based on the human centered design methodology as it facilitates the process of submitting complaints electronically by citizens without the need of visiting the municipality or perform any extra activities. This is through a simplified description of the complaint in their own words or formal Arabic and also by adding pics. It also facilitates the work of the Public Services Center team in the municipality of Nablus by filtering complaints completely electronically and transferring each one to its own department to form an integrated system aimed to save time and effort. Also organizing the process of responding to complaints and requirements submitted by citizens.