Concern Reporting¶

The Concern Reporting system allows citizens to submit issues, track their progress, and receive updates on resolution efforts. This comprehensive issue management system streamlines government response to citizen concerns.

Overview¶

CitizenAI's Concern Reporting feature provides a structured way for citizens to:

• Report Issues: Submit detailed problem reports
• Track Progress: Monitor resolution status in real-time
• Receive Updates: Get notifications on concern progress
• Provide Feedback: Rate resolution quality

Types of Concerns¶

Category Classification¶

The system automatically categorizes concerns into predefined types:

Priority Levels¶

graph TD
    A[Concern Submitted] --> B{Assess Priority}
    B -->|Immediate Danger| C[🚨 Emergency]
    B -->|Significant Impact| D[⚠️ High Priority]
    B -->|Moderate Impact| E[📋 Medium Priority]
    B -->|Minor Issue| F[📝 Low Priority]

    C --> G[Immediate Response]
    D --> H[24-48 Hour Response]
    E --> I[3-7 Day Response]
    F --> J[1-2 Week Response]

Submitting a Concern¶

Step-by-Step Process¶

1. Access the Form
2. Navigate to "Concerns" in the main menu

3. Click "Report New Concern"

4. Provide Details

   Required Information:
   - Concern title (brief description)
   - Detailed description
   - Category selection
   - Location information
   - Contact details (optional for anonymous reports)
   
   Optional Information:
   - Photo attachments
   - Preferred contact method
   - Urgency level
   - Related previous concerns
   

5. Submit and Receive Tracking Number

Form Example¶

<form id="concern-form">
    <div class="form-group">
        <label for="title">Concern Title *</label>
        <input type="text" id="title" required maxlength="100"
               placeholder="Brief description of the issue">
    </div>

    <div class="form-group">
        <label for="category">Category *</label>
        <select id="category" required>
            <option value="">Select a category</option>
            <option value="infrastructure">Infrastructure</option>
            <option value="environmental">Environmental</option>
            <option value="safety">Public Safety</option>
            <option value="administrative">Administrative</option>
        </select>
    </div>

    <div class="form-group">
        <label for="description">Description *</label>
        <textarea id="description" required rows="5"
                  placeholder="Provide detailed information about the concern"></textarea>
    </div>

    <div class="form-group">
        <label for="location">Location</label>
        <input type="text" id="location"
               placeholder="Address or landmark">
    </div>

    <div class="form-group">
        <label for="photos">Attach Photos</label>
        <input type="file" id="photos" multiple accept="image/*">
    </div>
</form>

Tracking and Status Updates¶

Tracking System¶

Each concern receives a unique tracking number:

# Tracking number format: TRK-YYYY-NNNN
tracking_number = "TRK-2025-0001"

concern_status = {
    "id": "concern_12345",
    "tracking_number": "TRK-2025-0001",
    "title": "Broken street light on Main Street",
    "status": "in_progress",
    "priority": "medium",
    "submitted": "2025-01-01T10:00:00Z",
    "last_updated": "2025-01-02T14:30:00Z",
    "estimated_resolution": "2025-01-05T17:00:00Z"
}

Status Workflow¶

stateDiagram-v2
    [*] --> Submitted
    Submitted --> Under_Review
    Under_Review --> Assigned
    Assigned --> In_Progress
    In_Progress --> Resolved
    In_Progress --> Escalated
    Escalated --> In_Progress
    Resolved --> Closed
    Under_Review --> Rejected
    Rejected --> [*]
    Closed --> [*]

Status Descriptions¶

Management Dashboard¶

For Government Staff¶

Administrative interface for managing concerns:

Queue Management¶

graph TB
    A[New Concerns] --> B[Review Queue]
    B --> C{Valid Concern?}
    C -->|Yes| D[Assign Department]
    C -->|No| E[Reject/Redirect]
    D --> F[Work Queue]
    F --> G[In Progress]
    G --> H{Resolved?}
    H -->|Yes| I[Close Concern]
    H -->|No| J[Update Status]
    J --> G

Workload Distribution¶

# Department workload tracking
workload_stats = {
    "public_works": {
        "assigned": 45,
        "in_progress": 23,
        "avg_resolution_days": 5.2
    },
    "environmental": {
        "assigned": 12,
        "in_progress": 8,
        "avg_resolution_days": 3.1
    },
    "administration": {
        "assigned": 28,
        "in_progress": 15,
        "avg_resolution_days": 7.8
    }
}

Performance Metrics¶

Track concern management effectiveness:

Notification System¶

Automated Updates¶

Citizens receive notifications via their preferred method:

notification_preferences = {
    "email": "user@example.com",
    "sms": "+1234567890",
    "in_app": True,
    "frequency": "major_updates"  # or "all_updates"
}

# Notification triggers
NOTIFICATION_EVENTS = [
    "concern_received",
    "status_changed", 
    "assigned_to_department",
    "resolution_update",
    "concern_resolved",
    "concern_closed"
]

Communication Templates¶

<!-- Email template for status update -->
<div class="concern-update">
    <h2>Concern Update: {{tracking_number}}</h2>
    <p><strong>Status:</strong> {{new_status}}</p>
    <p><strong>Update:</strong> {{update_message}}</p>
    <p><strong>Estimated Resolution:</strong> {{estimated_date}}</p>
    <a href="{{tracking_url}}">View Full Details</a>
</div>

Integration Features¶

Chat Integration¶

Seamless connection with the AI chat system:

# Escalate chat to concern
def escalate_to_concern(chat_session):
    concern_data = {
        "title": extract_issue_summary(chat_session),
        "description": format_chat_transcript(chat_session),
        "category": classify_concern(chat_session),
        "priority": assess_urgency(chat_session),
        "source": "chat_escalation"
    }
    return create_concern(concern_data)

Analytics Integration¶

Concern data feeds into analytics dashboard:

• Trend analysis of concern types
• Geographic hotspots identification
• Department performance metrics
• Citizen satisfaction tracking

External System Integration¶

# Integration with existing city systems
EXTERNAL_INTEGRATIONS = {
    "work_order_system": {
        "endpoint": "https://city.gov/api/work-orders",
        "auth": "api_key",
        "sync_frequency": "real_time"
    },
    "gis_mapping": {
        "endpoint": "https://city.gov/api/gis",
        "features": ["location_validation", "asset_lookup"]
    },
    "citizen_portal": {
        "endpoint": "https://city.gov/portal/api",
        "features": ["user_lookup", "notification_delivery"]
    }
}

API Reference¶

Submit Concern¶

POST /api/v1/concerns
Content-Type: application/json

{
    "title": "Broken street light",
    "description": "Street light at intersection of Main and Oak is not working",
    "category": "infrastructure",
    "location": "Main St & Oak Ave",
    "priority": "medium",
    "contact": {
        "email": "citizen@example.com",
        "phone": "555-0123"
    },
    "anonymous": false
}

Response:

{
    "success": true,
    "data": {
        "concern_id": "concern_12345",
        "tracking_number": "TRK-2025-0001",
        "status": "submitted",
        "estimated_resolution": "2025-01-05T17:00:00Z"
    }
}

Track Concern¶

GET /api/v1/concerns/{tracking_number}

Response:

{
    "success": true,
    "data": {
        "tracking_number": "TRK-2025-0001",
        "title": "Broken street light",
        "status": "in_progress",
        "priority": "medium",
        "submitted": "2025-01-01T10:00:00Z",
        "last_updated": "2025-01-02T14:30:00Z",
        "updates": [
            {
                "timestamp": "2025-01-01T10:00:00Z",
                "status": "submitted",
                "message": "Concern received and logged"
            },
            {
                "timestamp": "2025-01-01T15:30:00Z",
                "status": "assigned",
                "message": "Assigned to Public Works Department"
            }
        ]
    }
}

Update Concern (Admin)¶

PUT /api/v1/concerns/{concern_id}
Authorization: Bearer admin_token

{
    "status": "in_progress",
    "message": "Work crew dispatched to location",
    "estimated_resolution": "2025-01-04T17:00:00Z"
}

Mobile Support¶

Responsive Design¶

The concern reporting system is fully responsive:

• Mobile-first design for easy smartphone use
• Touch-optimized interface for tablets
• GPS integration for automatic location detection
• Camera integration for photo attachments

Progressive Web App¶

// Service worker for offline functionality
self.addEventListener('fetch', event => {
    if (event.request.url.includes('/concerns/submit')) {
        event.respondWith(
            fetch(event.request).catch(() => {
                // Store for later submission when online
                return storeForLaterSubmission(event.request);
            })
        );
    }
});

Best Practices¶

For Citizens¶

For Government Staff¶

Privacy and Security¶

Data Protection¶

• Personal information: Stored securely and encrypted
• Anonymous reporting: Option to submit without personal details
• Data retention: Concerns archived after resolution
• Access controls: Role-based access to concern details

Security Measures¶

# Security configuration
SECURITY_CONFIG = {
    "file_upload": {
        "max_size": "10MB",
        "allowed_types": [".jpg", ".png", ".pdf"],
        "virus_scanning": True
    },
    "data_encryption": {
        "personal_info": "AES-256",
        "file_storage": "encrypted_at_rest"
    },
    "access_logging": {
        "enabled": True,
        "retention": "7_years"
    }
}

Troubleshooting¶

Common Issues¶

Form Submission Failures¶

1. Check required fields: Ensure all mandatory fields are completed
2. File size limits: Verify photos are under 10MB each
3. Network connectivity: Confirm internet connection is stable
4. Browser compatibility: Use supported browsers (Chrome 90+, Firefox 88+)

Tracking Number Not Working¶

1. Verify format: Ensure tracking number follows TRK-YYYY-NNNN format
2. Check spelling: Confirm all characters are entered correctly
3. Wait for processing: New concerns may take a few minutes to appear

Status Not Updating¶

1. Refresh page: Browser cache may show outdated information
2. Check notification settings: Ensure updates are enabled
3. Contact support: If status seems stuck for extended period

Next Steps¶

• Analytics Dashboard - Monitor concern trends and resolution metrics
• AI Chat Assistant - Learn how chat escalates to concerns
• API Reference - Integrate concern management into external systems