PIMS: Public Issue Management System

Abstract

The Public Issue Management System (PIMS) is a web-based platform designed to streamline the reporting, tracking, and resolution of civic issues such as broken streetlights, road damage, water pipeline leaks, overgrown vegetation, and wildlife disturbances. Traditional complaint systems suffer from delays, lack of transparency, and inefficient coordination between residents and government departments. PIMS enables residents to register complaints online, which are verified by local authorities and assigned to the appropriate department (KSEB, Water Authority, PWD, Forest). By bridging the gap between citizens and municipal bodies, PIMS enhances government responsiveness, transparency, and public trust in urban management. Traditional civic complaint systems rely on manual reporting methods, resulting in slow response times and unresolved issues. This paper presents the system architecture, workflow, and impact analysis of PIMS, demonstrating its potential as a scalable model for digital governance in smart city initiatives.