International Research Journal of Engineering and Technology (IRJET)
e-ISSN: 2395-0056
Volume: 13 Issue: 05 | May 2026
p-ISSN: 2395-0072
www.irjet.net
CivicPulse: An AI-Powered Civic Complaint Management and RewardBased Citizen Engagement System Mr. Siddheshwar Telange1, Mr. Vinayak Sable2, Mr. Satyasai Kadavergu3, Mr. Tejas Lokre4, Prof. Mrs. Dahiphale Priya5. 1UG Student Department of CSE, Gramin Technical & Management Campus, Vishnupuri, Nanded. (MH) India 2UG Student Department of CSE, Gramin Technical & Management Campus, Vishnupuri, Nanded. (MH) India 3UG Student Department of CSE, Gramin Technical & Management Campus, Vishnupuri, Nanded. (MH) India 4UG Student Department of CSE, Gramin Technical & Management Campus, Vishnupuri, Nanded. (MH) India 5Asst. Professor Department of CSE, Gramin Technical & Management Campus, Vishnupuri, Nanded. (MH) India
---------------------------------------------------------------------***---------------------------------------------------------------------
Abstract - Civic issues such as potholes, garbage overflow, water leakage, damaged streetlights, and public safety problems
often remain unresolved due to inefficient complaint reporting systems, lack of accountability, poor coordination between citizens and workers, and limited citizen engagement. Traditional complaint systems generally provide limited status tracking and do not motivate users to actively participate in civic improvement. To address these challenges, this paper presents CivicPulse, an AIpowered civic complaint management and reward-based citizen engagement system. CivicPulse enables citizens and students to report civic issues with images, descriptions, categories, and geolocation data. The system integrates Google Gemini API for AI-powered image analysis, which automatically suggests complaint titles, descriptions, and categories. The platform supports role-based workflows for citizens, students, workers, and administrators. Workers can view assigned complaints, access complaint locations through maps, update complaint status, and submit resolution updates. Administrators can manage users, complaints, moderation, rewards, analytics, and worker performance through a centralized dashboard. The system also includes JWT-based authentication, bcrypt password hashing, OTP-based two-factor authentication, real-time notifications, multilingual support, and a reward mechanism consisting of points, badges, certificates, coupons, and leaderboard rankings.. The proposed system improves transparency, accountability, and participation in civic issue resolution. By combining AI-based complaint analysis, geolocation mapping, role-based access, and reward-based engagement, CivicPulse provides an efficient and scalable approach for modern civic complaint management. Key Words: Civic Complaint Management, Artificial Intelligence, Google Gemini API, Geolocation, Reward System, Citizen Engagement, Role-Based Access Control, Smart Governance, MongoDB, Angular, Node.js.
1. INTRODUCTION Urban and semi-urban areas frequently face civic problems such as potholes, garbage accumulation, water supply issues, electricity failures, noise disturbances, damaged public infrastructure, and public safety concerns. These issues directly affect the quality of life of citizens and hinder sustainable urban development. However, many civic problems remain unresolved for extended periods due to the lack of an efficient, transparent, and user-friendly platform for reporting and tracking complaints. Traditional complaint management systems are often manual, fragmented, and lack real-time tracking capabilities. Citizens typically face difficulties in registering complaints, monitoring their status, and ensuring accountability from concerned authorities. Additionally, the absence of proper communication between citizens, workers, and administrators leads to delays in issue resolution and reduced trust in public services. With the advancement of digital technologies, there is a growing need for intelligent systems that can streamline civic issue reporting, improve coordination, and enhance citizen participation. Modern solutions can leverage technologies such as web platforms, geolocation mapping, and artificial intelligence to automate complaint categorization, enable real-time updates, and optimize resource allocation. To address these challenges, this paper proposes CivicPulse, an AI-powered civic complaint management and reward-based citizen engagement system. The platform enables users to report issues with images and location data, automatically analyzes
© 2026, IRJET
|
Impact Factor value: 8.315
|
ISO 9001:2008 Certified Journal
|
Page 1789