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In this study researcher tried to improve relation between citizens and government by presenting a new model based on Service Oriented Architecture (SOA). With utilizing the presented model in government body on one hand governments will have the ability to minimize citizens' dissatisfaction and on the other hand it can encourage citizens to participate in controlling government body such as governments' staffs and organizations. This study can also be helpful in other fields of e-government in terms of citizen adoption and citizen loyalty. Results of this study can be a good reference to find out users needs from e-complaint and the importance of complaint in the body of government.