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Project Report
AI Complaint Management System Final Year Project Report
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Abstract
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Table of Content
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01
Introduction
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02
Problem Statement
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03
Existing System
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04
Proposed System
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05
Objectives
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06
System Architecture
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07
Major Functional Modules
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08
Hardware Requirements
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09
Software Requirements
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10
Future Enhancement
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11
Conclusion
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12
References
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Abstract
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Table of Content
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01
Chapter 1 — Introduction
- 1.1 Background of the Project
- 1.2 Problem Statement
- 1.3 Objectives of the System
- 1.4 Scope of the Project
- 1.5 Existing System Overview
- 1.6 Proposed System Overview
- 1.7 Technologies Used
- 1.8 Overview
- 1.9 Limitations
- 1.10 Advantages
- 1.11 Disadvantages
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02
Chapter 2 — Literature Review / System Study
- 2.1 Introduction
- 2.2 Review of Similar Systems
- 2.3 Comparative Analysis
- 2.4 Software Development Models
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03
Chapter 3 — System Analysis
- 3.1 Introduction
- 3.2 Functional Requirements
- 3.3 Non-Functional Requirements
- 3.4 User Requirements
- 3.5 Feasibility Study
- 3.5.1 Technical Feasibility
- 3.5.2 Economic Feasibility
- 3.5.3 Operational Feasibility
- 3.6 System Architecture
- 3.7 Data Flow Diagram (Level 0)
- 3.8 Data Flow Diagram (Level 1)
- 3.9 Data Flow Diagram (Level 2)
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04
Chapter 4 — System Design
- 4.1 Introduction
- 4.2 Use Case Diagram
- 4.3 Class Diagram
- 4.4 Sequence Diagram
- 4.5 Activity Diagram
- 4.6 ER Diagram
- 4.7 Database Schema
- 4.8 Table Structures
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05
Chapter 5 — System Implementation
- 5.1 Introduction
- 5.2 Development Environment
- 5.3 Tools and Technologies Used
- 5.4 Hardware Requirements
- 5.5 Software Requirements
- 5.6 Module-wise Implementation
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06
Chapter 6 — Testing
- 6.1 Introduction
- 6.2 Testing Strategy
- 6.3 Unit Testing
- 6.4 Integration Testing
- 6.5 System Testing
- 6.6 Test Cases
- 6.7 Bug Reports
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07
Chapter 7 — Results and Discussion
- All screenshots
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08
Chapter 8 — Conclusion and Future Enhancements
- 8.1 Conclusion
- 8.2 Future Enhancements
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09
Chapter 9 — References
Project's Overview
CivicSense AI — Smart Complaint Management & Routing System is a production-oriented MERN Stack civic grievance management application developed for complaint registration, AI-assisted classification, automatic department and officer routing, complaint tracking, resolution workflows, citizen feedback, and administrative analytics.
The current implementation is designed around civic complaint management in Uttar Pradesh, India. Citizens and guests can report problems related to areas such as roads, water, electricity, sanitation, and related civic services. Each submitted complaint receives a unique trackable Complaint ID in the format CSA-UP-{year}-{sequence}.
The system uses OpenAI-assisted complaint classification when an OpenAI API key is configured. If the AI service is unavailable or not configured, the application includes a keyword-based fallback classification mechanism. The routing engine then attempts to match the complaint through district, department, branch, and the least-loaded active officer. Complaints that cannot be routed automatically are moved to an Unassigned Queue for manual Admin assignment.
The application provides separate interfaces for Guest, Citizen/User, Officer, and Administrator, along with dashboards, complaint timelines, notifications, officer reassignment requests, complaint reopen requests, feedback moderation, master-data management, OpenAI review, and analytical charts.
This project is suitable for B.Tech, M.Tech, BCA, MCA, BE, ME, BSc, MSc, Computer Science, Information Technology, Artificial Intelligence, Data Science, and MERN Stack students searching for a practical final year project, major project, minor project, AI project, source code, and project report related to smart governance, civic grievance systems, complaint automation, AI classification, officer routing, and public service management.
Login Credentials
Administrator
| Field | Value |
|---|---|
[email protected] |
|
| Password | Admin@123 |
Citizen / User
| Field | Value |
|---|---|
[email protected] |
|
| Password | User@123 |
Officer
| Field | Value |
|---|---|
[email protected] |
|
| Password | Officer@123 |
Related & Popular Reports
View all
Admin Dashboard
Admin Dashboard includes operational statistics covering:
-
Complaint volumes
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Unassigned queue
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Reopen queue
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Reassignment queue
-
Registry/master-data counts
-
User counts
-
Officer counts
-
Current complaint workflow
Admin Analytics
The project contains an analytical dashboard using Recharts.
Analytics include:
-
Complaints by category
-
Complaints by status
-
Monthly complaint volume
-
Average resolution hours
-
Citizen count
-
Officer count
-
Complaint trends
This gives the project a strong data visualization and smart governance analytics component.
Complaint Administration
Admin can:
-
View all complaints
-
Search complaints
-
Filter by status
-
Filter by priority
-
Filter by district
-
Filter unassigned complaints
-
Use pagination
-
View full complaint record
-
Review AI classification
-
Edit/patch AI-related classification
-
Manually assign complaint
-
Review complaint history
Admin AI Review
The complaint detail interface includes AI review information such as:
-
Suggested category
-
Severity
-
Priority
-
AI notes
-
Classification information
Internal raw AI metadata is sanitized before data is exposed to Citizen and Officer APIs.
Manual Complaint Assignment
Admin can manually select the routing chain:
-
Organization
-
Department
-
Branch
-
Officer
This is particularly useful for complaints in the Unassigned Queue or complaints requiring administrative correction.
District Management
The project contains Uttar Pradesh district master data.
The seed includes all 75 districts of Uttar Pradesh.
Area Management
Admin can manage:
-
Areas
-
District associations
-
Active/inactive states
-
Search/filter information
-
Supported deletions where available
Organization Type Management
Admin manages different organization/service-provider classifications used in civic routing.
Organization Management
Organizations can be configured with:
-
Organization type
-
District service coverage
-
Department associations
-
Operational routing data
Department Management
Admin can:
-
Create department
-
Edit department
-
Activate/deactivate department
-
Search/filter
-
Delete where supported
-
Map department to organization
-
Associate categories
Branch Management
Branches can be associated with:
-
Organization
-
Department
-
District
-
Optional area
This data becomes part of the automatic and manual routing process.
Complaint Category Management
Categories define the type of civic complaint.
Examples may include categories corresponding to civic issues such as:
-
Water
-
Electricity
-
Roads
-
Sanitation
-
Other configured civic services
Category-to-department mappings support routing.
Severity Management
Admin can manage severity levels used in AI and complaint-priority workflows.
Citizen Management
Admin can:
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View citizens
-
Search citizens
-
Use pagination
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Open user details
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View complaint history
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Suspend/deactivate user
-
Reactivate user
Officer Management
Admin can:
-
Create officer
-
Search officers
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Filter officers
-
View officer details
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Assign organization
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Assign department
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Assign branch
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Assign district
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Activate officer
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Deactivate officer
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Reset officer password
Officer self-registration is not supported.
Reopen Request Management
Admin can:
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View reopen requests
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Filter request status
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Open request
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Approve reopen
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Reject reopen
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Add optional Admin remarks
Reassignment Management
Admin can:
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View reassignment requests
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Filter by status
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Approve reassignment
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Reject reassignment
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Add optional remarks
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Move complaints through reassignment workflow
Feedback Moderation
Admin can:
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View citizen feedback
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Moderate public visibility
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Hide feedback
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Unhide feedback
Broadcast Announcements
Admins can create in-app announcements for:
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All users
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All officers
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Admin recipients
No external messaging provider is needed.
Admin Inbox
The Admin Inbox provides:
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Personal Admin notifications
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Unread state
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Mark notification read
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Mark all notifications read
Brand & CMS Management
Admin can update public-facing platform content such as:
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Branding
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Titles
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About
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FAQ
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Terms
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Privacy
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Other CMS-managed copy
Authentication & Security
The application includes:
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Separate User login
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Separate Officer login
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Separate Admin login
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JWT authentication
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HTTP-only role-specific cookies
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bcrypt password hashing
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Role-specific middleware
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Active/inactive account checks
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Zod validation
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CORS restrictions
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Complaint submission rate limiting
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Auth rate limiting
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Protected internal AI data
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Local upload validation
Rate Limiting
Documented limits include:
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Authentication: 50 requests per 15 minutes per IP
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Guest complaint submission: 10 requests per minute
-
Registered-user complaint submission: 10 requests per minute
This improves abuse resistance for complaint intake and authentication endpoints.
Citizen Registration
Registered users can create a citizen account.
The registration flow uses:
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Full user details
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Unique email
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Password
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Profile information
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District/area mapping where applicable
The account is protected through JWT authentication.
Citizen Login
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Separate User login endpoint
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JWT authentication
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HTTP-only cookie
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User-specific role validation
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Active/inactive account validation
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Secure logout
Inactive accounts cannot authenticate.
Citizen Dashboard
The citizen dashboard provides:
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Complaint summary statistics
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Recent complaints
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Unread notification count
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Quick navigation
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Complaint status overview
Citizen Complaint Management
Registered users can:
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Submit complaint
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View own complaints
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Search complaints
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Filter by status
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Filter by priority
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Use pagination
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Open complaint details
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View status timeline
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View sanitized AI summary
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View attachments
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View public officer remarks
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Submit feedback
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Request complaint reopening
Complaint Search & Filters
Citizen complaint lists support:
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Search by Complaint ID
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Search by title
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Filter by status
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Filter by priority
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Pagination
This makes it easier to manage a long complaint history.
Complaint Status Workflow
Documented complaint statuses include:
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New
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Unassigned
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Assigned
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Accepted
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In Progress
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Resolved
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Reassigned
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Rejected
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Reopened
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Closed
Complaint Priority
The system supports:
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Low
-
Medium
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High
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Critical
Priority can be influenced by the complaint classification process and system rules.
Citizen Feedback
Users can submit feedback for eligible resolved or closed complaints.
Feedback includes:
-
Rating from 1 to 5
-
Comment
-
Complaint association
Only one feedback record is maintained per complaint according to the documented data model.
Guest Feedback
Guest complainants can also submit feedback after resolution/closure when the mobile number matches the number stored on the original complaint.
AI-Based Complaint Classification
A key project feature is AI-assisted civic complaint classification.
When a complaint is submitted, the backend analyzes the complaint and generates classification suggestions.
The AI classification flow can determine or suggest:
-
Complaint category
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Severity
-
Priority
-
Routing-related information
-
Admin-review notes
The project uses the official OpenAI API for live AI classification.
Keyword-Based AI Fallback
OpenAI is optional.
If:
-
OPENAI_API_KEYis not configured, -
the API request fails, or
-
live AI classification is unavailable,
the application can fall back to its internal keyword-based classification logic.
This allows the core complaint-management workflow to remain functional without OpenAI.
Smart Complaint Routing
After classification, the routing engine attempts to find the appropriate civic authority.
Routing follows a hierarchy similar to:
Complaint
↓
District
↓
Category
↓
Department
↓
Organization
↓
Branch
↓
Least-Loaded Active Officer
The objective is to route a complaint to an appropriate active officer based on the configured civic master data.
Officer Login & Officer Panel
Field officers have a separate authenticated interface.
Officer functionality includes:
-
Officer login
-
Dashboard
-
Assigned complaint list
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Search complaints
-
Filter by status
-
Filter by priority
-
Complaint details
-
Accept complaint
-
Add remarks
-
Update complaint status
-
Mark complaint in progress
-
Resolve complaint
-
Upload resolution file
-
Request reassignment
-
View notifications
-
View assignment profile
Officer Dashboard
Officer dashboard provides workload-oriented information such as:
-
Assigned complaint statistics
-
Complaint workload
-
Relevant status summaries
-
Navigation to assigned cases
Officer Complaint Workflow
Complaint Assigned
↓
Officer Opens Case
↓
Accept Complaint
↓
Accepted
↓
In Progress
↓
Add Remarks / Action
↓
Resolve Complaint
↓
Resolution Description
↓
Optional Resolution Attachment
↓
Resolved
Resolution Evidence
When resolving a complaint, an officer can provide:
-
Resolution description
-
Remarks
-
Optional resolution file
Supported resolution uploads follow the project's configured attachment rules.
Officer Reassignment Request
An officer can request transfer of an assigned complaint.
Features include:
-
Enter reassignment reason
-
Submit request
-
View pending request
-
View reassignment history
-
Admin approval/rejection
Officer Profile
Officer profile displays administrative assignment information such as:
-
Organization
-
Department
-
Branch
-
District
-
Assigned operational scope
-
Reassignment history
Officer assignment information is read-only from the Officer Panel.
Technology Used
| Layer | Technology |
|---|---|
| Frontend | React 19 |
| Language | TypeScript |
| Build Tool | Vite 8 |
| Routing | React Router 7 |
| Server Data | TanStack React Query 5 |
| Styling | Tailwind CSS 3 |
| Icons | Lucide |
| Charts | Recharts 2 |
| Backend | Node.js |
| Framework | Express 4 |
| Database | MongoDB |
| ODM | Mongoose 8 |
| Authentication | JWT |
| Password Security | bcrypt |
| Validation | Zod |
| AI | OpenAI API |
| File Upload | Multer |
| Security | express-rate-limit, CORS |
| Architecture | MERN Stack |
Step 1 — Install Dependencies
npm install
Step 2 — Configure Environment
copy .env.example .env
Important variables:
MONGODB_URI=mongodb://127.0.0.1:27017/civicsense
JWT_SECRET=change-me-to-a-long-random-string
OPENAI_API_KEY=
OPENAI_MODEL=gpt-4o-mini
CLIENT_URL=http://localhost:5173
PORT=5000
NODE_ENV=development
If OPENAI_API_KEY is empty, the classification workflow can use the keyword fallback.
Step 3 — Start MongoDB
Ensure your MongoDB server is running and reachable through MONGODB_URI.
Step 4 — Seed Database
npm run seed
The seed includes:
-
75 Uttar Pradesh districts
-
127+ areas
-
11 demo organizations
-
17 departments
-
41 branches
-
21 officers
-
28 users
-
Around 85 sample complaints
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Notifications
-
Feedback
-
Reopen requests
-
Reassignment examples
Step 5 — Start Backend
npm run dev:server
Backend:
http://localhost:5000
Step 6 — Start Frontend
npm run dev:client
Frontend:
http://localhost:5173
Start Both Together
npm run dev
README Included
Setup Support Available
Administrator
| Field | Value |
|---|---|
[email protected] |
|
| Password | Admin@123 |
Citizen / User
| Field | Value |
|---|---|
[email protected] |
|
| Password | User@123 |
Officer
| Field | Value |
|---|---|
[email protected] |
|
| Password | Officer@123 |