A Technological Survey on Citizen Complaint Management Systems and Future Advances

In this research paper, a comprehensive technological survey on citizen complaint management systems is conducted, examining the evolution and current state of these systems within the context of e-government. The study analyzes the transition from traditional, manual complaint-handling methods to the adoption of digital platforms and advanced technologies. It explores the key components, such as online platforms, user authentication, automated routing, and case tracking, that contribute to the effectiveness of contemporary citizen complaint management systems. Furthermore, it investigates the impact of technological advancements on transparency and efficiency in government-citizen interactions, and it delves into the integration of data analytics and the use of multichannel access to facilitate citizen engagement. Finally, it covers the emerging trends and challenges in the fields of artificial intelligence and large language models and their potential incorporation in these systems. The research aims to contribute valuable insights into the ongoing technological transformation of citizen complaint management systems. Moreover, it hopes to give a comprehensive as possible depiction of the current state of these systems and help future development by presenting latest technologies that have not yet been implemented but seem to be very promising.