For Citizens
- Complaints with category, ward, location, map pin, photo and an anonymous option
- Tracking IDs per ward
- A public feed with “I’m affected” votes and comments
- A duplicate warning for similar reports within about 200 metres
12Case study · Municipal complaint system
CivicSathy: A Municipal Complaint System with AI Triage
CivicSathy is a complaint and infrastructure tracking system designed for Itahari Sub-Metropolitan City. Citizens report a problem with a photo and a map pin, and the municipality triages it with Gemini. I built it in Java as a university project in April and May 2026, and the source code is on GitHub.
- A tracking ID for every complaint, such as CS-W5-A3B7
- Gemini reads the photo and suggests severity, crew and vehicle
- Duplicate warnings for reports within about 200 metres
- RoleFull-stack engineering
- ContextUniversity project
- BuiltApril–May 2026
- StatusSource code on GitHub
01The problem
The Problem with Municipal Complaints in Itahari
A broken road or an overflowing drain is reported by phone, forgotten, and reported again.
Ward offices in a growing city like Itahari receive complaints about roads, sanitation, water, electricity, flooding and safety through calls and visits. The same problem gets reported many times, and nobody has a clear picture of which wards need attention.
CivicSathy gives every complaint a tracking ID, a location on a map and an AI severity estimate, so a municipality can see where problems cluster and act on the worst first.
02The solution
What I Built: Report, Track and Triage in One System
Citizens register with their ward, report a problem with a category, location, map pin and optional photo, and follow it with a tracking ID such as CS-W5-A3B7. Others can mark that they are affected, or comment.
Administrators triage tickets, assign crews and vehicles, broadcast announcements and publish resolution reports. It is the kind of management system an organisation runs every day.
03Features
What CivicSathy Does for Citizens and the City
Two sides of one ticket: the citizen who reports it and the municipality that has to fix it.
For the Municipality
- AI triage of severity, crew, equipment, hours and vehicles
- Task assignment with crews and vehicles
- An escalation list for tickets pending more than 48 hours
- Ward heatmap and PDF reports
04Architecture
CivicSathy Architecture and Tech Stack
CivicSathy follows a classic MVC structure on Jakarta Servlets with a DAO layer over MySQL. Every query is a prepared statement, and authentication filters protect the citizen and admin areas with 30-minute sessions.
- Citizen and adminJSP viewsLeaflet maps and OpenPDF reports
- WebJakarta Servlet 622 servlets on Apache Tomcat 11
- DataMySQL14 tables, reached through 11 DAOs
- AIGemini 2.5 FlashComplaint text and photo sent together
The CivicSathy Tech Stack
The AI step runs when an administrator asks for it, and its suggestions are stored with the ticket, so every triage decision can be reviewed later, much like the audit log in Eutaa.
- Language
- Java 17
- Web
- Jakarta Servlet 6JSPApache Tomcat 11Maven
- Data
- MySQL14 tables with foreign keys
- AI
- Google Gemini 2.5 Flash over RESTThe complaint photo as image input
- Maps and reports
- Leaflet with a heat layerOpenStreetMapOpenPDF
- Structure
- MVC with a DAO layer22 servlets11 DAOs11 models
05Engineering
Engineering Decisions Behind CivicSathy
The three decisions that shaped CivicSathy, and why I made them. Each one solves a problem a real user would hit.
01
AI That Looks at the Photo
When an administrator runs the analysis, the complaint text and photo go to Gemini together. It returns a severity from low to critical, a suggested crew, equipment, estimated hours, crew size and a vehicle, which are stored with the ticket. RecruitFlow uses Gemini with the same care.
02
Fewer Duplicate Reports
Before a complaint is submitted, the system looks for similar titles within roughly 200 metres using a Haversine distance query, and shows them to the citizen first. The data model behind it is plain database design done carefully.
03
A Map of Where Problems Are
A Leaflet heatmap shows complaints by location across the city’s wards, so administrators can see clusters at a glance, and tickets pending more than 48 hours move to an escalation list.
06Screens
Screens from a Local Run
A single ticket with Gemini’s recommendation, and the full ticket table administrators work from. Demo data only.
07Status
Where CivicSathy Stands Today
CivicSathy was built as a university project and is not in production use. The source code is on GitHub, and the screens on this page come from a local run with demo data.
CivicSathy
University project, source on GitHub
Before any real deployment, two security changes come first. Knowing what a project still needs is part of the job.
Related services
Need a System Like CivicSathy?
These are the services behind this case study. Each page lists prices, timelines and how I work, and every starting price is on my services page.
Every project, with its stack and status side by side, are in my web development portfolio, and the person behind them is on my about page.
FAQ: CivicSathy Complaint System
What CivicSathy does, how it uses AI and whether Itahari uses it.
Ask me on WhatsAppWhat is CivicSathy?
CivicSathy is a complaint and infrastructure tracking system designed for Itahari Sub-Metropolitan City. Citizens report problems such as broken roads, sanitation, water, electricity, flooding and safety with a map pin and photo, and administrators triage, assign and resolve them ward by ward.
How Does CivicSathy Use AI?
When an administrator runs the analysis, the complaint text and photo go to Google Gemini 2.5 Flash together. Gemini returns a severity from low to critical, a suggested crew, equipment, estimated hours, crew size and a vehicle, and those suggestions are stored with the ticket for review.
How Does CivicSathy Detect Duplicate Complaints?
Before a complaint is submitted, the system looks for similar titles within roughly 200 metres using a Haversine distance query, and shows them to the citizen first. The citizen can then mark that they are affected by an existing report instead of filing a new one.
Which Technologies is CivicSathy Built With?
CivicSathy is written in Java 17 on Jakarta Servlet 6 and JSP, running on Apache Tomcat 11 and built with Maven. It uses MySQL with 14 tables, Leaflet with a heat layer on OpenStreetMap for maps, OpenPDF for reports and Gemini 2.5 Flash over REST.
Is CivicSathy Used by Itahari Sub-Metropolitan City?
No. CivicSathy was designed for Itahari Sub-Metropolitan City as a university project, and it is not in production use. The source code is on GitHub, and the screens on this page come from a local run with demo data.
Can You Build a Complaint or Ticketing System for My Organisation?
Yes. I build custom management systems, including ticketing, complaints, tasks and reports, that fit how an organisation already works. For real use they ship with argon2id passwords, CSRF protection and role-based access from day one, and they are quoted per module. See management systems for details.
Planning a System Like CivicSathy?
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