Case Study

Incident Management Mobile App

Sharjah Government

Customer	Sharjah Government
Industry	eGovernment Solutions
Services Provided	Solution, Design and Architecture
Technologies	PhoneGap,HTML5 , Jquerymobile , Jquery, CSS3, .NET, MS SQL, WCF
Customer Location	UAE

Client Objectives

The Government of Sharjah is committed to delivering exceptional services to its customers and expressed interest in opening an innovative channel of communication between the government departments and the members of society. Complaints and feedback from customers are considered essential to simplify procedures and enhance performance. Thus, the government was keen to open communication channels with its customers to recognize their needs.

Incident management software helps to improve mGovernment services by moving away from the conventional administrative system and allows citizens to engage better with the government. The incident management and feedback solution plays a critical role in boosting performance of all mGovernment entities, helping them add value to the services rendered to the public.

Project Description

Neologix designed and developed a hybrid mobile app for incident reporting and feedback from public users to raise the level of performance of the Sharjah Government. The aim is to resolve public issues quicker by facilitating coordination among the various government departments. This is part of an initiative to improve quality of public services by all government departments of Sharjah and to deliver efficient customer service by working on suggestions, observations and ideas received from the public.

Solution

The public can take a picture/video as a proof with complaint details and submit it to inform relevant authorities. This system links all the government departments of Sharjah. Citizens can report incidents or defects/faults in Sharjah’s facilities such as roads, parks, beaches etc., offer suggestions and also track their complaint status directly via this user-friendly mobile app for iOS/Android users.

Key Features

Submitting an image, video or map-based report from the user’s smartphone to register complaints and feedback about services.
Intelligent routing to allocate complaints to the relevant authorities based on nature of complaint, category, location or priority.
Geo-fencing & geo-positioning technology to enable authorities to locate, assess and resolve concerns.
Interactive dashboard with real-time reporting, complaint re-routing and in-depth analytics for staff.
Real-time two-way communication with online chat function and push notifications.
Separate app for higher authorities such as ruler of the Emirate and executive council members with at-a-glance performance reports and communication access to all government officials and users.