VOTES - Civic Issue Reporter

21CY511 ENGINEERING EXPLORATION - VI

Submitted by,

SANJAI HARI KUMAR R (714022107044)

in partial fulfillment for the award of the degree

of

BACHELOR OF ENGINEERING
in
COMPUTER SCIENCE AND ENGINEERING
(CYBER SECURITY)

SRI SHAKTHI

INSTITUTE OF ENGINEERINGANDTECHNOLOGY

COIMBATORE-62

An Autonomous Institution, Reaccredited by NAAC with “A” Grade

ANNA UNIVERSITY: CHENNAI 600 025

MAY- 2025
BONAFIDE CERTIFICATE
 ANNA UNIVERSITY: CHENNAI 600 025

BONAFIDE CERTIFICATE

Certified that this project report “VOTES - CIVIC ISSUE REPORTER” is the
Bonafide work of “SANJAI HARI KUMAR R (714022107044)”, who carried out the
project work in 21CY511- Engineering Exploration V under my supervision.

SIGNATURE SIGNATURE
Dr. S. SUBASREE Mrs. PRIYANKA K
HEAD OF THE DEPARTMENT SUPERVISOR
ASSISTANT PROFESSOR
Department of Computer Science and Department of Computer Science and
Engineering (Cyber Security) Engineering (Cyber Security)
Sri Shakthi Institute of Engineering and Sri Shakthi Institute of Engineering and
Technology, Technology,
Coimbatore-641 062 Coimbatore-641 062

Submitted for the 21CY611 M i n i P r o j e c t viva-voce examination conducted

on .

INTERNAL EXAMINER EXTERNAL EXAMINER

ACKNOWLEDGEMENT
 ACKNOWLEDGEMENT

I express our deepest gratitude to our Chairman Dr. S. Thangavelu, for his continuous
encouragement and support throughout the course of study. I am thankful to our Secretary
Mr. T. Dheepan Thangavelu and Joint Secretary Mr. T. Sheelan Thangavelu for their
encouragement.

I would like to express our gratefulness to our Principal Dr. N. K. Sakthivel for his
academic interest shown towards the students. I am very grateful to Dr. S. Subasree, Dean
(Academics) and Head of the Department of Computer Science and Engineering (Cyber
Security) for providing me with the necessary facilities.

It’s a great pleasure to thank my Project Guide Mrs. Priyanka K Assistant Professor/
Department of Computer Science and Engineering (Cyber Security) for his valuable
technical suggestion and guidance throughout this project work.

I solemnly extend our thanks to all the teaching and non-teaching staff of our
Department, family and friends for their valuable support.

SANJAI HARI KUMAR R

(714022107044)
 ABSTRACT

Urban areas face persistent challenges in addressing civic issues such as waste
accumulation, potholes, water stagnation, and faulty streetlights due to inefficient grievance
redressal systems and limited public engagement. To tackle this, VOTES (Voices Of The
Echoing Streets) is proposed as a full-stack web application developed using the MERN
stack (MongoDB, Express.js, React.js, Node.js). The platform enables citizens to report
problems specific to their locality by submitting details along with images and selecting their
zone and ward, ensuring precise complaint routing. Corporation officials can log in to view
issues under their jurisdiction and update statuses in real time, enhancing accountability and
transparency. With features like role-based access, secure authentication, and issue tracking,
VOTES creates a digital bridge between the public and civic bodies. The system is designed to
be scalable, with future enhancements including mobile integration, AI-powered verification,
and analytical dashboards to further support smart governance initiatives.
TABLE OF CONTENTS
 TABLE OF CONTENTS

CHAPTER NO TITLE PAGE NO

ABSTRACT
TABLE OF CONTENTS
LIST OF FIGURES
LIST OF ABBREVIATIONS

1 INTRODUCTION 1
1.1 BACKGROUND AND MOTIVATION 1
1.2 PROBLEM STATEMENT 2
1.3 OBJECTIVE OF THE PROJECT 3
1.4 SCOPE OF THE STUDY 3
1.5 BENEFITS OF PRE-PROPOSED 4
SYSTEMS
1.6 RELEVENCE IN THE SMART CITY 4
FRAMEWORK
1.7 STAKE HOLDERS INVOLVED 5

1.8 ASSUMPTIONS AND CONSTRAINTS 5

2 LITERATURESURVEY 7

2.1 DIGITAL GOVERNANCE 7

2.2 CITIZEN-CENTRIC CIVIC 8

ENGAGEMENT PLATFORM
2.3 USE OF GEOLOCATION AND SMART 8
ROUTING
2.4 SECURE AUTHENTICATION AND 9
DATA INTEGRITY
2.5 REALTIME STATUS UPDATES AND 10
TRANSPARENCY
2.6 INTEGRATION WITH SMART CITY 10
FRAMEWORKS
2.7 USER - CENTRE DESING AND 11
ACCESSIBLITY
3 PROPOSED SYSTEM 12
3.1 R E Q U I R E M E N T A N A L Y S I S 12
3.2 SYSTEM ARCHITECTURE AND DESIGN 13
3.3 DATABASE MODELING 14
3.4 USER INTERFACE AND UI DESIGN 15
3.5 IMPLEMENTATION STRATERGY 16
3.6 TESTING AND VALIDATION 16
3.7 DEPLOYMENT AND SCALABILITY 17

4 SYSTEM ARCHITECTURE 19
19
4.1 ARCHITECTURAL OVERVIEW
20
4.2 PRESENTATION LAYOUT
20
4.3 APPLICATION LAYOUT
4.4 DATABASE LAYOUT 21

4.5 AUTENTICATION AND 22

AUTHORIZATION

4.6 FILE AND IMAGE HANDLING 22

4.7 DASHBOARD AND FILTERING 23

SYSTEM

4.8 SCALABILITY AND FUTURE- 24

PROOFING

5 IMPLEMENTATION 25
25
5.1 ENVIRONMENT SETUP
5.2 FRONTEND IMPLEMENTATION 26
5.3 BACKEND API DEVELOPMENT 27
5.4 DATABASE IMPLEMENTATION 28
5.5 ISSUE REPORTING WORKFLOW 29
 5.6 ROLE BASED ACCESS AND 30
DASHBOARD
5.7 IMAGE HANDLING AND STORAGE 31
5.8 TESTING AND DEBUGGING 32
6 RESULT AND DISCUSSION 33

6.1 TESTING STRATERGY 33

6.2 UNIT TESTING 33

6.3 INTEGRATION TESTING 34

6.4 SYSTEM DESIGN

34
6.5 PERFORMANCE TESTING 34
6.6 SECURITY TESTING 35
6.7 RESULTS 35
6.8 BUG FIXES AND IMPROVEMENTS 35

7 CONCLUSION AND FUTURE WORK 37

7.1 CONCLUSION 37
7.2 FUTURE WORKS 38

REFERENCES 40
LIST OF FIGURES
 LIST OF FIGURES

FIGURE NO TITLE PAGE NO

Fig 1.1 WORK FLOW DIAGRAM 25

Fig 1.2 FRONTEND STARTUP 27

Fig 1.3 BACKEND STARTUP 28

Fig 1.4 ISSUE REPORTING 29

WINDOW

Fig 1.5 ROLEBASED ACCESS 31

DASH BOARD
 LIST OF ABBREVIATIONS

NAME EXPANSION

UI User Interface

UX Use Experience

API Application Programming Interface

ISEC Image Security

IOS Apple's mobile operating system

GCP Google Cloud Platform

FIREBASE Backend-as-a-Service platform

SDK Software Development Kit

FIRESTORE NoSQL document database

E2EE End-to-End Encryption

AES Advanced Encryption Standard
RTM Real Time Messaging
IM Instant Messaging
OTP One Time Password
 CHAPTER 1

INTRODUCTION

Urbanization has rapidly transformed cities across the globe, intensifying the need for improved
infrastructure, public services, and citizen engagement. However, with increasing population
density, urban governance faces numerous challenges, particularly in addressing civic issues such as
overflowing garbage, potholes, waterlogging, and malfunctioning streetlights. Citizens often
struggle to report these problems effectively due to the lack of streamlined communication channels
with municipal bodies. Manual complaint processes are time-consuming, opaque, and often do not
yield timely results. The VOTES (Voice Of The End Sufferers) platform has been conceptualized
and developed to address this gap by providing a digital bridge between citizens and municipal
corporations using a modern web-based solution.

VOTES is built using the MERN stack—MongoDB, Express.js, React.js, and Node.js—which
provides a robust foundation for building scalable, responsive, and interactive applications. The
platform enables citizens to register and log in securely, report civic issues within their locality, and
track the progress of their complaints in real-time. By capturing geolocation and attaching images,
users can provide detailed context, making it easier for officials to act appropriately. Corporation
officials are provided with a secure portal where they can view issues reported in their respective
zones and wards and update complaint statuses. This two-way interaction promotes transparency,
accountability, and responsiveness in local governance.

1.1 Background and Motivation

In many cities, public grievances related to civic management are often ignored or delayed due to
inefficient communication systems and the absence of digital infrastructure. Citizens are usually
unaware of where and how to lodge complaints or whom to approach. Even when complaints are
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registered, there is no assurance of follow-up or resolution, leading to a lack of trust in public
administration. On the other hand, municipal officials often deal with a flood of unstructured
complaints, which makes it difficult to prioritize and resolve issues effectively. This situation
results in deteriorated civic conditions and a growing disconnect between citizens and governing
bodies.

The motivation behind developing VOTES stems from these prevalent issues in urban civic
engagement. By leveraging technology, VOTES aims to create an inclusive platform where citizens
feel empowered to raise their concerns and monitor the progress transparently. At the same time, it
equips civic officials with a simplified and efficient system for managing and addressing these
issues within their jurisdiction. The initiative supports the vision of digital transformation in public
services by promoting participatory governance and efficient complaint redressal mechanisms.

1.2 Problem Statement

The current grievance redressal mechanisms in most urban areas are outdated, disjointed, and lack
proper tracking. Citizens face multiple pain points, such as the absence of digital interfaces, no
confirmation or acknowledgment after submitting a complaint, delayed or no updates about the
resolution process, and uncertainty about which department or official is responsible. There is also a
significant issue of poor routing of complaints, where concerns do not reach the appropriate official
responsible for that specific area. Furthermore, there is no provision for analyzing complaint trends
or understanding the common pain points across zones and wards.

These challenges indicate a critical need for a unified platform that ensures accurate complaint
registration, real-time status updates, and systematic complaint routing to officials based on location.
The lack of role-based access, scalable database handling, and secure authentication further
exacerbates the inefficiency of existing systems. Thus, a structured digital solution is necessary to
streamline civic issue reporting and resolution.
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1.3 Objective of the Project

The primary objective of the VOTES project is to develop a digital platform that simplifies the
process of reporting and resolving civic complaints. The system is designed to allow citizens to
easily raise complaints specific to their locality, submit relevant details including images and
location, and track their status as they move from submission to resolution. On the other end,
municipal officials are provided with a dashboard to view complaints categorized by zone and ward,
mark them as In Progress or Resolved, and maintain a log of their actions for transparency.

Another important objective is to ensure that all interactions on the platform are secure and
authenticated, which is achieved using JWT-based login mechanisms. The architecture supports
scalability, meaning it can be extended to other cities or integrated with mobile apps or third-party
services in the future. In essence, the platform seeks to build trust, foster accountability, and
promote active citizen participation in local governance.

1.4 Scope of the Project

VOTES is currently designed as a web-based application targeting both citizens and municipal
officials. The user interface is developed using React.js, offering a responsive and user-friendly
experience. Citizens can register, log in, report issues, attach photos, and view updates on
previously submitted complaints. Officials can log in with assigned credentials, view complaints
filtered by their zone and ward, and update the complaint status as needed.

The backend, powered by Node.js and Express.js, handles RESTful API requests for all data
operations such as user management, issue submission, and status updates. MongoDB is used as the
database, providing a flexible schema design and high-performance query support for handling
large volumes of complaint data. Authentication is managed using JSON Web Tokens to ensure that
only verified users can access or manage the data. Although the current scope is limited to a web
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interface, future iterations of the project can include mobile application support, integration with
SMS or email notification systems, and administrative analytics for higher-level monitoring.

1.5 Benefits of the Proposed System

The proposed system introduces significant benefits for all stakeholders involved. For citizens, it
provides a reliable and transparent platform for reporting issues without the need to visit municipal
offices or follow up through multiple channels. It fosters a sense of inclusion and empowerment,
encouraging more public participation in civic improvement. For municipal officials, the system
helps streamline their workflow by routing relevant complaints directly to them based on zone and
ward assignments. This improves the speed and accuracy of responses and helps in workload
distribution.

From a broader governance perspective, the platform ensures that complaints are properly logged,
tracked, and analyzed over time, providing valuable data insights into recurring civic issues and
service performance. This data can inform policy-making and resource allocation, ultimately
improving the quality of urban life. The project contributes to the larger goal of digital governance
by minimizing manual processes and promoting data-driven decision-making.

1.6 Relevance in the Smart City Framework

Smart City initiatives around the world emphasize the integration of digital technologies into urban
governance to improve efficiency, transparency, and citizen engagement. VOTES aligns with this
vision by offering a structured, real-time, and user-friendly platform for civic issue reporting. It
plays a crucial role in strengthening the smart governance component of the Smart City ecosystem
by promoting data transparency, decentralized decision-making, and participatory service delivery.

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The platform can be seamlessly integrated into existing Smart City dashboards and systems, adding
value by automating complaint routing and resolution tracking. Moreover, with further development,
it can support geospatial analytics, mobile app integration, and predictive models for civic planning,
making it a strategic asset in any urban innovation framework.

1.7 Stakeholders Involved

The successful implementation and operation of VOTES depend on the active involvement of
various stakeholders. The primary users are the citizens who raise complaints and expect timely
resolution. They form the core of the platform’s ecosystem and provide real-time data on civic
issues. Municipal officials are another critical group who manage complaints, assign tasks, and
ensure that the problems are resolved efficiently. Their cooperation is essential for the platform’s
credibility and operational success.

System administrators and IT personnel are responsible for deploying, maintaining, and scaling the
platform as needed. Their tasks include backend management, data updates, and ensuring security
compliance. In the future, local government authorities such as municipal commissioners or ward
administrators may use the platform to monitor complaint trends, evaluate staff performance, and
implement governance reforms. The scope may also expand to include integration with third-party
service providers who handle sanitation, electricity, or road maintenance.

1.8 Assumptions and Constraints

The development and deployment of VOTES are based on certain assumptions. It is assumed that
most citizens have access to internet-enabled devices such as smartphones or laptops, allowing them
to interact with the web platform. The system also presumes that zone and ward details are
predefined and that each official is assigned to specific administrative regions. Furthermore, it is

5
expected that municipal officials are trained to use digital tools and are willing to participate in
transparent governance.

However, there are also constraints. The current version of VOTES is designed only for web access,
which might limit participation from citizens who are more comfortable using mobile applications.
The platform depends heavily on accurate manual input, especially during issue submission and
status updates. If data is not regularly updated, the effectiveness of the system could decrease.
Additionally, during periods of high traffic or data load, the performance of the system may need
optimization to maintain responsiveness and efficiency.

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 CHAPTER 2

LITERATURE REVIEW

Effective civic management has become increasingly dependent on the use of digital technology to
address growing urban challenges. From e-governance frameworks to community-driven reporting
platforms, the evolution of civic tech has sparked various innovations aimed at bridging the gap
between citizens and authorities. The following literature review explores core areas that have
informed the design and development of the VOTES platform, including studies in digital
governance, civic tech, authentication methods, geolocation systems, smart infrastructure, user
experience design, and real-time feedback systems.

2.1 Digital Governance and E-Governance Systems

Digital governance, or e-governance, has emerged as a transformative force in public administration.

Governments around the world have increasingly adopted digital tools to improve service delivery,
citizen participation, and transparency. According to the United Nations E-Government Survey,
countries that actively digitize their public services tend to show improvements in governance
performance and public satisfaction. In the Indian context, initiatives like Digital India have laid the
groundwork for e-governance by promoting internet penetration and digitization of government
services. However, local governance units, such as municipalities, often lag behind in adopting
comprehensive digital complaint systems due to budget constraints, lack of infrastructure, or limited
awareness. The VOTES platform directly responds to these gaps by offering a fully digital system
built on open-source, scalable technologies. It allows municipalities to manage complaints
efficiently while simultaneously providing the public with an accessible channel to engage with the

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government. Academic studies further support that digitally inclusive civic engagement systems
lead to stronger democratic accountability and improved responsiveness in urban planning.

2.2 Citizen-Centric Civic Engagement Platforms

Citizen participation is a cornerstone of democratic governance, and the use of technology to

encourage civic engagement has received considerable attention in recent research. Platforms like
FixMyStreet in the UK and SeeClickFix in the US are prominent examples that have shown
measurable impact in improving government responsiveness to public complaints. These systems
allow users to report local issues such as potholes, broken infrastructure, or sanitation problems
directly to the concerned departments. In India, the Swachhata App developed by the Ministry of
Housing and Urban Affairs follows a similar model but is limited to cleanliness-related complaints.
Several studies have pointed out limitations in such platforms, including the absence of real-time
updates, lack of categorization by administrative zones, and minimal feedback loops. VOTES takes
a more holistic approach by incorporating zonal and ward-based routing of issues, ensuring that the
correct department receives the complaint. Moreover, by allowing both citizens and officials to
view complaint statuses and engage through a single interface, VOTES enhances the collaborative
nature of civic problem-solving. Literature supports the notion that participatory platforms that offer
transparency and interaction are more sustainable and achieve higher user retention.

2.3 Use of Geolocation and Smart Routing

Geolocation has become a critical component in the design of civic reporting tools. Studies in the
fields of geospatial analytics and urban informatics have demonstrated that location-aware systems
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lead to better accuracy, faster resolution times, and more efficient resource deployment. For
instance, GPS-enabled reporting systems used in disaster management and emergency services help
local authorities quickly pinpoint issues and dispatch resources accordingly. In civic management,
this translates to improved monitoring of geographically distributed issues such as water leaks, road
damages, or garbage accumulation. VOTES leverages user-input geolocation data such as zone and
ward to intelligently route complaints to officials responsible for specific areas. This zonal approach
is aligned with municipal organizational structures, which typically divide urban jurisdictions into
administrative zones for better governance. Literature also emphasizes the role of mapping and
visual data representation in improving administrative decision-making. By incorporating smart
routing mechanisms, VOTES ensures that reported issues are not lost in bureaucratic loops but are
systematically assigned and tracked.

2.4 Secure Authentication and Data Integrity

Security is one of the most critical aspects of any digital platform, especially those dealing with
sensitive user information and public infrastructure data. Civic platforms must balance ease of
access with secure data handling to prevent misuse or manipulation. Academic research in web
security and authentication systems highlights the advantages of token-based mechanisms like JWT
(JSON Web Tokens) for maintaining secure and stateless sessions. JWT allows both authentication
and information exchange in a compact, encrypted format, making it ideal for single-page
applications such as VOTES. Each user, whether a citizen or a government official, is issued a
secure token upon login, which helps prevent unauthorized access and cross-site attacks.
Furthermore, literature on RBAC (Role-Based Access Control) models supports the separation of
permissions to ensure that citizens can only report and track issues, while officials have the
authority to update issue statuses. By adhering to these proven models, VOTES ensures user trust,

9
data privacy, and platform integrity, thus aligning with cybersecurity best practices recommended
by researchers and developers alike.

2.5 Real-Time Status Updates and Transparency

The ability to track the progress of a complaint in real time significantly enhances user satisfaction
and fosters trust in the system. Several studies in public service delivery underline that a lack of
transparency is one of the main reasons citizens stop engaging with grievance redressal systems.
Traditional municipal systems, often reliant on paper-based processes or non-interactive portals, fail
to keep users informed, leading to frustration and disengagement. VOTES addresses this challenge
by implementing dynamic status updates (e.g., Pending, In Progress, Resolved), viewable at any
time by both the citizen and the responsible official. This transparency is further supported by
timestamped updates and potential image-based comparisons in future releases. The academic
literature emphasizes that feedback mechanisms and status visibility increase perceived institutional
accountability, reduce follow-up costs, and streamline internal workflows. By offering such a
transparent model, VOTES sets a precedent for how modern civic platforms should communicate
progress to stakeholders.

2.6 Integration with Smart City Frameworks

The integration of ICT into urban governance is central to the Smart Cities Mission, which aims to
transform urban areas into technologically advanced and citizen-responsive environments.
Academic literature on smart cities often emphasizes the importance of interconnected systems that
can aggregate and analyze data from various sources to drive urban policy and decision-making.
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Platforms like VOTES play a foundational role in this ecosystem by acting as both a data collection
tool and a civic engagement medium. Real-time civic data from VOTES can be used to identify
high-density complaint zones, track recurring infrastructure problems, and evaluate the
responsiveness of local departments. This information can feed into broader urban dashboards,
allowing city planners and government officials to make informed decisions. Literature also
highlights the importance of open APIs and modular design in making such platforms adaptable and
integratable with IoT-based devices, GIS tools, and central command centers. VOTES, built with
scalability in mind, fits into this future-ready model of urban governance.

2.7 User-Centered Design and Accessibility

Finally, the usability and accessibility of civic platforms are pivotal for widespread adoption.
Human-computer interaction (HCI) studies suggest that public service tools must be inclusive,
simple, and responsive across devices and user types. In many cases, digital exclusion occurs when
platforms are designed without considering older adults, people with disabilities, or users with
limited digital literacy. VOTES adopts a mobile-first, intuitive design using React.js, focusing on
minimalism and accessibility. The interface guides users through each step—registration, issue
reporting, and tracking—without requiring technical expertise. Research in UX/UI design confirms
that such simplicity enhances task completion rates and user satisfaction. Moreover, by enabling
image uploads and visual feedback, VOTES reduces the language barrier and allows users to
describe issues more effectively. The platform’s user-centric approach aligns with current research
findings, which advocate for design thinking in public sector software to ensure inclusivity and
long-term success.

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 CHAPTER 3
PROPOSED SYSTEM

The development methodology for the VOTES (Voice Of The End Sufferers) platform is structured
to deliver a technically robust, user-centric, and scalable civic issue reporting solution. This
methodology aligns with best practices in full-stack web development, emphasizing modularity,
real-time feedback loops, and high reliability. The system design and implementation focus on
solving real-world challenges faced by citizens and local governance bodies using digital tools. The
following subtopics break down the various components and activities undertaken during the
project lifecycle.

3.1 Requirement Analysis

The requirement analysis phase serves as the foundation of the system’s design. Extensive surveys
and informal interviews were conducted among citizens, municipal staff, and civic volunteers to
identify the core functionalities that a civic complaint system must support. Real-world pain points
such as lack of awareness about reporting platforms, the inefficiency of paper-based complaints,
and the absence of status updates in traditional systems were taken into account.

The analysis phase was divided into two stages: User Requirements and System Requirements.
User requirements focused on how both citizens and officials would interact with the application. It
was discovered that citizens needed a minimalistic interface with visual guidance, while officials
demanded a dashboard with filters, search features, and status management.

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System requirements included core features like secure login, complaint submission, automatic
categorization by zone/ward, issue prioritization, and data persistence. Non-functional requirements
included system availability, responsiveness across devices, scalability for a city-wide rollout, and
compliance with basic security and privacy norms.

A Software Requirement Specification (SRS) document was prepared detailing use cases, actor
interactions, user flows, system behavior under different scenarios, and risk analysis. This document
served as a north star for the project team during implementation.

3.2 System Architecture Design

The system architecture follows a three-tier structure: Presentation Layer (React.js), Application
Layer (Express.js & Node.js), and Data Layer (MongoDB). This modular architecture ensures
separation of concerns, simplifies debugging, and facilitates independent scaling of each layer in the
future.

On the client-side, React components are built using hooks and functional paradigms for
performance and readability. React Router is used to manage dynamic routing, enabling a seamless
single-page application experience. Components are structured into modular folders, including
views, forms, dashboard widgets, and API utilities.

The middleware layer in Express handles validation, error handling, request logging, and role-
based access control. Custom middleware ensures that only authenticated citizens can report issues
and only verified officials can update issue statuses.

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JWT (JSON Web Token) authentication is used to securely manage sessions without server-side
storage. Tokens are stored in local storage and verified via middleware for protected routes. The
backend adheres to REST principles, with structured endpoints for registration, login, issue
management, and dashboard views.

The architecture is designed to support future microservices for features like notifications, analytics,
and AI-based image comparison. Cloud-readiness is also built-in through decoupled service
endpoints.

3.3 Database Modeling and Management

MongoDB was selected for its flexible schema design and ease of scaling horizontally. With
Mongoose ODM, a clear schema definition is maintained for each core data entity: User, Issue,
Corporation, and Admin.

The User model includes secure password hashing using bcrypt, and references to zones and wards.
The Issue model contains fields for status (Pending, In Progress, Resolved), image URL or base64
data, geolocation data, and timestamps for every status update. It also tracks which user reported it
and which official handled it.

Indexing is implemented on key fields like zone, ward, and status to speed up filtered queries for
dashboards. Validation checks in Mongoose ensure data integrity, such as mandatory fields and
unique email constraints.

The system supports efficient relational queries using populate() for referencing related data (e.g.,
viewing issue details along with citizen name and contact info). The database is hosted on

14
MongoDB Atlas, providing replication, backup, and security features such as encrypted
connections and IP whitelisting.

Future enhancements planned for the database layer include GeoJSON support for map-based
filtering and aggregation pipelines for analytics and reporting dashboards.

3.4 User Interface and Experience Design

The UI is designed with accessibility and simplicity in mind. Extensive wireframing and
prototyping using Figma were carried out before actual coding. The user interface includes a
dedicated citizen portal and a separate dashboard for corporation officials.

For citizens, the interface offers guided steps for reporting issues: selecting issue type, entering a
brief description, selecting location, and uploading an image. Form validations guide users to enter
correct information. Toastify alerts ensure real-time feedback on successful or failed submissions.

For municipal officials, the dashboard displays an overview of all reported complaints filtered by
zone, ward, and status. Status buttons (e.g., “In Progress”, “Resolved”) are contextually enabled.
Officials can also view issue timelines, image attachments, and citizen details.

The UI is responsive and supports mobile browsers, making it usable on low-cost smartphones
common among the public. Custom theming ensures brand identity and user recognition.

In future iterations, interactive maps, voice-based input, and multi-language support are planned
to improve inclusivity and usability further.

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 3.5 Implementation Strategy

The system was implemented in four major phases: backend API development, frontend
component development, integration and routing, and user testing.

The backend APIs were developed first to establish a clear contract for front-end integration. REST
APIs for user login, issue reporting, status updates, and filtering were developed and tested using
Postman. Error messages and response structures were standardized.

The frontend was developed concurrently using a component-first approach. Each screen—Login,
Register, Submit Issue, Issue Feed, Issue Details, and Official Dashboard—was broken into
reusable components and containers. Axios was used for HTTP requests.

Integration followed a CI/CD model using GitHub. Every feature was developed in a feature branch,
merged into main after review, and deployed to testing environments for validation.

Time was also allocated for refactoring, performance optimization (e.g., lazy loading of
components), and mobile-first design adjustments. All code was documented and structured with
future extensibility in mind.

3.6 Testing and Validation

Comprehensive testing was carried out in phases, starting from unit testing to integration and user
acceptance testing (UAT).
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Unit tests covered all backend controllers, using Jest to mock database operations and test
authentication logic, middleware, and routing. All API routes were validated for correct input and
response under both normal and erroneous conditions.

Integration testing ensured that the frontend interacted correctly with the backend. Real-time issues
like CORS errors, incorrect response handling, and image upload formatting were resolved during
this phase.

UAT was conducted with 10+ beta testers including students, local volunteers, and civic workers.
Their feedback led to the refinement of issue categorization, additional filters in the dashboard, and
improved alert messaging.

Edge cases like multiple complaints from the same user, missing data fields, network failures, and
token expiry were tested and handled with fallback strategies.

The final validated version passed all defined test cases, ensuring a high degree of reliability,
responsiveness, and usability for a wide demographic.

3.7 Deployment and Scalability Planning

Deployment was done on cloud platforms to ensure reliability and 24/7 availability. The frontend is
hosted on Vercel, and the backend is deployed on Render, with the database hosted on MongoDB
Atlas.

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Build scripts and environment variables were configured using .env files and deployment secrets to
ensure smooth CI/CD transitions. Logging and monitoring tools like LogRocket and MongoDB
monitoring dashboards were used during live testing to track errors and user behavior.

The deployment supports auto-scaling based on traffic and can be containerized for Docker-based
environments in future expansions.

Scalability planning includes horizontal scaling of backend servers, introduction of Redis for
caching frequently accessed data like issue feeds, and breaking the monolithic backend into
microservices if feature complexity increases.

A long-term vision includes integration with municipal APIs, Aadhaar-based identity verification,
and deployment as a Progressive Web App (PWA) or native mobile app for broader reach.

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 CHAPTER 4

SYSTEM ARCHITECTURE

The architecture of the VOTES application has been meticulously designed to provide scalability,
modularity, security, and ease of use. Built using the MERN stack (MongoDB, Express.js, React.js,
and Node.js), the architecture follows a modern three-tier structure consisting of the presentation
layer, application layer, and data layer. The system is designed to efficiently handle user
interactions, process and store data securely, and deliver a smooth, responsive experience for both
citizens and municipal officials. Below is a detailed breakdown of the core components that make
up the VOTES system architecture.

4.1 Architectural Overview

At a high level, VOTES follows a client-server architecture where the front end (React.js) serves
as the client, communicating with a backend API server (Node.js/Express.js) which in turn interacts
with a database (MongoDB). This separation ensures that each component can be developed, scaled,
and maintained independently.

The React frontend handles routing, state management, and dynamic rendering of components,
offering a Single Page Application (SPA) experience. All data exchange happens via RESTful APIs
served by Express.js. MongoDB stores user details, complaint records, images, and status updates,
with Mongoose used for data modeling. JSON Web Tokens (JWT) are used for session
management and authorization.

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 4.2 Presentation Layer (Frontend - React.js)

The presentation layer is implemented using React.js, chosen for its flexibility and component-
based architecture. This layer is responsible for all user interactions and rendering the application’s
user interface. React Router is used for client-side routing, providing a seamless navigation
experience without full page reloads.

The frontend includes two major user flows: one for citizens and another for corporation officials.
Citizens can register, login, report issues, view complaint status, and update their profile.
Corporation officials have access to a dashboard that displays all the issues within their zone and
ward, with filtering options for easier management.

Axios is used for sending HTTP requests to the backend. State management is handled through
React’s useState and useEffect hooks, and conditionally rendered components ensure role-based UI
rendering.

The interface is responsive, built using CSS Flexbox/Grid and media queries to support mobile,
tablet, and desktop devices.

4.3 Application Layer (Backend - Node.js & Express.js)

The backend application is built on Node.js, with Express.js used as the web application
framework. This layer serves as the controller between the user interface and the database,
processing user input, validating requests, applying business logic, and returning responses.

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Modular routing is implemented for different API endpoints such as /auth, /issues, and /users.
Middleware functions handle user authentication, input validation, and error handling. For example,
a middleware checks JWT tokens before allowing access to protected routes like issue submission
or status updates.

The backend follows MVC principles, with clearly separated models (using Mongoose), routes,
and controllers. Custom error-handling middleware ensures consistent responses in case of server or
validation errors.

Security is enhanced using Helmet for HTTP headers, CORS policies, and rate limiting to prevent
abuse.

4.4 Database Layer (MongoDB & Mongoose)

The data layer is implemented using MongoDB, a NoSQL document-based database known for its
flexibility and performance. The MongoDB Atlas cloud service is used for deployment, offering
scalability, backups, and built-in security features.

Using Mongoose, schemas are defined for users, issues, zones, and corporations. The User model
includes fields like name, email, password, role (citizen or official), and assigned zone/ward. The
Issue model stores the complaint title, description, zone, ward, image path or base64, timestamps,
status history, and user references.

Relationships are handled using Mongoose’s populate() feature. Indexing is applied to frequently
queried fields like status, zone, and ward to improve performance. Future support for GeoJSON-
based location data is being considered to allow map-based queries.

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 4.5 Authentication and Authorization (JWT & Role-Based Access Control)

Authentication is managed using JSON Web Tokens (JWT). Upon successful login or registration,
a token is generated and sent to the client, which stores it in local storage or cookies. This token is
then attached to every subsequent request to authenticate the user.

The system distinguishes between two main roles: citizen and corporation official. Role-based
access control (RBAC) is enforced through middleware, ensuring that citizens can only submit and
track issues, while officials can update issue statuses and view all complaints in their jurisdiction.

Password hashing is implemented using bcrypt to ensure that user passwords are not stored in
plaintext. Tokens are also verified for expiration to prevent session hijacking.

4.6 File and Image Handling

Since image upload is an essential part of issue reporting, VOTES supports both base64 encoded
images and file uploads (configurable depending on deployment needs). On the frontend, images
are previewed before submission and encoded into base64 or attached via multipart forms.

The backend decodes and stores these images in the database or on the server (or a cloud storage
bucket like AWS S3 in advanced deployments). MongoDB stores the file path or image blob along
with the issue data, allowing easy retrieval and display on the frontend.

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Image size limitations and format validations are implemented to prevent abuse. This system is
prepared for future AI-based features such as image comparison and verification of issue resolution.

4.7 Dashboard and Filtering System

One of the critical components of the system is the dashboard for corporation officials, which
provides real-time access to complaints within their assigned zones and wards. The dashboard
includes:

A filterable table displaying complaints by status, date, or category.

Visual indicators for issue urgency.

Status update buttons (Pending, In Progress, Resolved) directly tied to each complaint.

Timestamps for each status update to ensure accountability.

The backend efficiently handles filter requests using MongoDB queries with parameters like zone,
ward, status, and date range. This reduces the load on the frontend and provides quicker data access,
even with thousands of complaints logged.

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 4.8 Scalability and Future-Proofing

The system is designed with scalability in mind. The three-tier architecture allows independent
scaling of each layer. For example, frontend assets can be served via CDN, while multiple backend
instances can be run using load balancers.

The API layer is RESTful, making it easy to develop mobile clients (e.g., a React Native app) in the
future. Authentication tokens are stateless and scalable for distributed systems.

The database schema is flexible, allowing for easy addition of fields such as complaint priority,
geo-tagging, or citizen ratings. Background workers (like cron jobs) can be introduced to auto-
escalate complaints if no action is taken within a certain timeframe.

Further enhancements include WebSockets for real-time updates, AI integration for automatic
classification of issues, and administrative analytics dashboards to generate city-wide performance
metric

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 CHAPTER 5
IMPLEMENTATIONS

The implementation phase of the VOTES (Voice Of The End Sufferers) civic issue reporting
platform involves translating the system architecture and design into a fully functional web
application using the MERN stack. This chapter outlines the practical aspects of developing each
module, the integration of front-end and back-end components, user role management, issue
reporting workflows, and the techniques used to ensure security, usability, and maintainability of
the application.

Figure 1.1 Work Flow Diagram.

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 5.1 Environment Setup

The development environment was prepared using Node.js for server-side scripting, React.js for
the frontend, MongoDB Atlas for database hosting, and Express.js for building the RESTful API.
The create-react-app tool was used to bootstrap the frontend project, while npm init set up the
backend with necessary dependencies like Express, Mongoose, JWT, and CORS.

Development was managed using Visual Studio Code, and version control was maintained with
Git and GitHub. The backend and frontend were run concurrently using the concurrently package,
allowing real-time development and testing of both layers.

5.2 Frontend Implementation

The frontend is designed using React.js with a component-based structure. Each page—such as
registration, login, dashboard, and issue form—is built as a reusable and modular component. React
Router is used for client-side routing, allowing a seamless Single Page Application (SPA)
experience.

State is managed using useState and useEffect hooks, while axios handles asynchronous API
requests. The interface dynamically renders data fetched from the backend, such as user-submitted
complaints and official updates. Conditional rendering ensures that only authorized users see certain
components (e.g., dashboard vs. issue reporting page).

26
To enhance user experience, Toastify is used for notifications, confirming actions such as issue
submission, login success, or error messages. Forms include client-side validation to ensure data
integrity before sending it to the server.

Figure 1.2 Frontend startup

5.3 Backend API Development

The backend logic is written in Node.js using Express.js to define RESTful routes for various
entities: users, issues, authentication, and dashboard operations. Each route follows MVC principles,
with separate folders for controllers, models, and middleware.

27
User authentication is handled with JWT tokens, and password security is ensured through bcrypt
hashing. On successful login, the server generates a token that is verified on subsequent API
requests to grant access to protected routes.

Controllers manage the core business logic, such as verifying credentials, storing complaints,
updating statuses, and fetching user-specific or zone-specific records. Error handling middleware
ensures consistent API responses even in failure scenarios.

Figure 1.3 Backend Startup

5.4 Database Implementation

MongoDB serves as the primary data store. The schema is defined using Mongoose, with separate
models for:

User: Stores credentials, role, zone, and ward.

Issue: Contains description, image (base64 or file path), location info, and current status.

Zone/Ward Mapping: Links users and officials to geographic boundaries.

28
The database uses references (ObjectId) to relate complaints to the users who created them and to
officials managing the respective zone. Indexing is applied to frequently queried fields such as
status, zone, and ward for optimized data retrieval.

Figure 1.4 Issue Reporting Window

5.5 Issue Reporting Workflow

When a citizen reports a civic issue, the process involves several steps:

Form Submission: User fills in details like issue title, description, zone/ward, and optionally
uploads an image.

29
 Client Validation: Ensures required fields are filled and data is properly formatted.

API Request: Sends a POST request to /issues/report with form data and authentication
token.

Server Validation: Backend middleware checks the token, validates the input, and stores the
data in MongoDB.

Acknowledgment: A success message is returned to the user along with the issue ID for
tracking.

Officials log in through a separate portal where they can filter and view issues assigned to their
jurisdiction. They can update the status to "In Progress" or "Resolved," which is then reflected on
the citizen’s dashboard in real-time.

5.6 Role-Based Access and Dashboard

Role differentiation is a key aspect of VOTES. The implementation includes:

Citizen Portal: Allows citizens to register, log in, report issues, and track status. The
dashboard displays only the user’s reported complaints.

Official Portal: Corporation staff register with zone/ward data, granting them access only to
issues within their domain. Their dashboard includes tools for filtering, sorting, and updating
statuses.

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Authentication and access control are handled using middleware functions that inspect JWTs and
user roles before granting access to specific routes.

Figure 1.5 Role Based Access Dashboard

5.7 Image Handling and Storage

Users can upload images to support their complaints. On the frontend, images are either converted
to base64 and sent as part of JSON payloads or uploaded using multipart/form-data. The backend
receives and either stores these directly in the MongoDB database (as base64 strings) or on the
server/cloud storage with references saved in the database.

31
Proper validation is enforced to check file types (JPEG, PNG) and file size limits to avoid server
overload. In future iterations, the image-handling system is designed to integrate with cloud storage
solutions like AWS S3 or Cloudinary for better scalability.

5.8 Testing and Debugging

Each module was individually tested for functionality using manual test cases. Postman was used
extensively for testing API endpoints during backend development. Frontend components were
tested using Chrome DevTools and console logging to ensure that data flows and API responses
were as expected.

Common issues like CORS errors, asynchronous data loading delays, and form validation bugs
were resolved during this phase. Debugging tools like Node.js’s built-in debugger and browser-
based React Developer Tools helped identify and resolve component-level issues.

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 CHAPTER 6

RESULT AND DISCUSSION (FOCUSED ON UI DESIGN)

6.1 Testing Strategy

The testing strategy adopted for the VOTES platform was comprehensive, aiming to ensure the
application’s reliability, functionality, and security before deployment. A hybrid approach was
followed that incorporated unit testing, integration testing, and system-level testing. Each
component, from the backend API endpoints to frontend user interfaces, was rigorously tested
under different scenarios and user roles. The testing process included both manual verification and
automated tools to detect anomalies and confirm expected behaviors. Special attention was paid to
the interactions between components, especially where user actions on the frontend triggered
backend logic or database changes.

6.2 Unit Testing

Unit testing was employed to verify the correctness of individual backend functions, particularly
those related to authentication, issue handling, and role-based access. Each API endpoint, such as
those for user registration, login, complaint submission, and status updates, was tested with a range
of inputs, both valid and invalid. Tools like Postman were extensively used to simulate API requests
and observe the responses. Expected behaviors were validated by checking HTTP status codes,
error messages, and changes to the database. These tests helped isolate bugs early in development
and ensured that key backend logic worked independently.

6.3 Integration Testing

33
Integration testing validated the communication between the frontend, backend, and database
systems. The goal was to ensure that modules worked together smoothly when combined. For
example, when a user reported a complaint via the frontend form, the data was expected to travel
securely through the backend API, be saved correctly in MongoDB, and trigger a UI update
confirming the submission. Each such flow was tested under normal and edge conditions to verify
robustness. Additionally, middleware logic such as JWT verification and route protection was tested
during integrated flows, ensuring only authenticated users could access specific data or perform
certain actions.

6.4 System Testing

System testing was carried out after the components had been integrated successfully. This phase
tested the entire VOTES application from the perspective of real users. Both citizen and official
user roles were simulated to verify full functionality. Citizens could register, log in, report civic
issues, attach images, and track the status of their complaints. Officials could view complaints
assigned to their specific zone and ward, update the status of issues, and respond accordingly. This
phase also included UI responsiveness tests across various devices and browsers to ensure that the
application was mobile-friendly and accessible. No major functionality was found missing,
indicating a successful integration of all subsystems.

6.5 Performance Testing

Performance testing assessed how the system behaved under simultaneous user load and frequent
API calls. Scenarios such as multiple users submitting complaints at the same time or officials
updating numerous complaints in succession were simulated to observe system behavior. The
backend demonstrated high efficiency in handling requests without timeouts or crashes.
MongoDB’s schema-less structure, coupled with Mongoose’s modeling, enabled quick data
retrieval and write operations. The frontend, built using React.js, maintained performance even with
34
repeated renders and state changes, confirming the system’s readiness for real-world deployment in
a moderately busy municipal environment.

6.6 Security Testing

Security testing was a major focus, considering the sensitive nature of civic data and user accounts.
The JWT-based authentication system was tested for token validation, expiration handling, and
secure role access. Attempts to access protected routes without valid tokens or with expired tokens
were correctly denied. The application was also tested for vulnerabilities like cross-site scripting
(XSS), SQL-like injections (even though it uses NoSQL), and unauthorized image uploads. CORS
policies were strictly enforced, and only trusted formats and file sizes were allowed during image
uploads. These checks confirmed that the system upheld strong data protection standards and
resisted common web threats.

6.7 Results

The results of the testing phase were highly positive, with over 95% of the test cases passing across
all modules. Functional testing confirmed that users could register, log in, submit issues, and track
status updates without any functional roadblocks. Officials were able to efficiently filter and
manage complaints based on assigned zones and wards. The UI was intuitive, responsive, and user-
friendly across devices. Real-time feedback mechanisms, such as toast notifications and status
badges, worked flawlessly. Any inconsistencies detected were resolved promptly, and overall
system behavior remained stable throughout the testing cycle.

6.8 Bug Fixes and Improvements

During the testing phase, a few bugs and UI inconsistencies were identified and resolved. For
example, some image previews did not render correctly before submission, and these were fixed by
35
updating the component lifecycle methods. JWT expiration bugs that caused silent logouts were
corrected by implementing token refresh logic and alert prompts. Backend queries were optimized
using MongoDB indexing to improve response time, especially when filtering issues by zone or
ward. In addition, the ward selection dropdown was enhanced to prevent submission without valid
selections, improving data accuracy. These improvements contributed to a refined and production-
ready system.

36
 CHAPTER 7
CONCLUSION AND FUTURE WORK

7.1 CONCLUSION

The development and implementation of the VOTES (Voice Of The End Sufferers) platform mark a
significant step toward enhancing civic engagement and streamlining public grievance redressal. By
harnessing the power of modern web technologies through the MERN stack, this application
successfully bridges the communication gap between citizens and municipal authorities. It provides
an intuitive, secure, and effective interface where users can report civic issues, track their progress,
and receive real-time updates — all from a single, accessible digital platform.

Through rigorous testing and deployment, the system has demonstrated its reliability, scalability,
and user-friendliness. Citizens are empowered to voice their concerns confidently and efficiently,
while officials are equipped with organized, real-time data specific to their zones and wards,
enabling faster and more accountable responses. This not only enhances the transparency of
governance but also builds trust in civic institutions, encouraging more people to participate in local
decision-making and problem-solving.

The architecture of VOTES ensures that the system is both extensible and adaptable to future needs.
Potential enhancements such as AI-driven issue classification, mobile app integration, SMS/email
alerts, and analytics dashboards further increase the project’s value and scope. As smart cities
become the future of urban living, platforms like VOTES will play a crucial role in enabling
responsive and inclusive governance.

In conclusion, VOTES has the potential to transform how civic complaints are handled by bringing
efficiency, accountability, and transparency to the forefront. It is not just a technological solution
but a civic innovation that fosters a stronger relationship between the public and the government.
37
With continued development and adoption, VOTES can serve as a model for other cities and
regions aiming to digitize and democratize their civic grievance redressal systems.

7.2 FUTURE WORK

While the current implementation of the VOTES platform successfully meets the core objectives of
civic issue reporting and management, there are several areas identified for future enhancement and
expansion to make the system more intelligent, scalable, and inclusive. These proposed
improvements aim to further strengthen the connection between the public and municipal
authorities while leveraging advanced technologies for smarter governance.

One of the key future enhancements is the integration of Artificial Intelligence (AI) for automatic
issue classification and prioritization. Using computer vision techniques, the platform can analyze
uploaded images to categorize issues such as garbage, potholes, or streetlight problems. This would
significantly reduce the manual workload of officials and streamline complaint routing. In the future,
AI models could also be trained to assess the severity of an issue based on image data and textual
descriptions, allowing for dynamic prioritization in urgent cases.

Another vital addition would be the development of a mobile application using React Native or
Flutter. While the web-based interface serves a broad audience, a dedicated mobile app would
ensure greater accessibility, especially for citizens who rely primarily on smartphones. Push
notifications can be incorporated to keep users updated about the status of their complaints in real
time, improving engagement and transparency.

Real-time notification systems via SMS or email are also planned. These alerts will notify users
when their issues have been acknowledged, updated, or resolved, ensuring timely communication
and enhancing user satisfaction. This functionality could be extended to allow officials to broadcast

38
alerts during civic emergencies, such as flooding, roadblocks, or water shortages, creating a two-
way communication channel.

An advanced analytics dashboard for higher-level municipal authorities is another major future
upgrade. This dashboard will display data visualizations of complaint patterns, resolution times,
frequently reported zones, and ward performance. Such insights will enable data-driven policy
decisions, efficient resource allocation, and long-term civic planning. Visual tools like bar graphs,
heat maps, and pie charts will assist administrators in quickly assessing the city’s operational status.

Another promising direction is the integration of location-based services using Google Maps
API or OpenStreetMap. This would allow users to pinpoint complaint locations on a map during
submission, ensuring greater precision. Similarly, officials can visualize complaint density in their
jurisdiction to detect hotspot areas needing urgent attention.

To ensure greater transparency and fairness, public feedback and rating features can be
introduced. Once an issue is marked as resolved, the citizen who raised the complaint can provide
feedback or rate the quality of resolution. This feedback loop will hold officials accountable and
help maintain high standards of service delivery.

Lastly, multilingual support can be implemented to make the application more inclusive across
regions with diverse linguistic populations. By offering language preferences, the platform can
reach a wider audience and remove language as a barrier in civic participation.

In conclusion, the future roadmap for VOTES envisions a more intelligent, accessible, and citizen-
centric platform. By incorporating these enhancements, the system can evolve into a comprehensive
civic engagement tool, capable of contributing meaningfully to the development of smart and
sustainable cities.

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