Fostering Accountability: An Intelligent E-Ticketing Platform for Grievance Resolution
Year: 2025
Type: conference-paper
Abstract: In numerous higher education institutions, the administration of grievances, which encompasses a spectrum from student feedback to formal complaints, is often inadequately managed. This circumstance may lead to inefficiencies stemming from manual processing, an absence of centralized oversight, and protracted resolution timelines. Such challenges can culminate in dissatisfaction, a deficit of accountability, and a waning of trust in institutional mechanisms. To address these challenges, this undertaking unveils the Grievance Management System, a technologically advanced electronic ticketing apparatus crafted to foster transparency, responsiveness, and operational effectiveness in managing grievances. The system employs Artificial Intelligence (AI) to autonomously categorize grievances according to their content, thereby facilitating expedited and precise allocation to the appropriate department. This innovation alleviates administrative burdens and enhances response efficacy. Moreover, the platform integrates a real-time tracking mechanism that empowers users to oversee the status of their submissions, obtain timely notifications, and monitor the progression of resolutions. This integration fosters a sense of participation and reassurance that their issues are being adequately addressed. By automating the processes of submission, classification, and follow-up, the Grievance Management System cultivates a culture of accountability and ongoing enhancement within the academic environment. The project significantly contributes to the establishment of a more transparent and student-focused atmosphere, ultimately advancing institutional objectives for service excellence and stakeholder contentment.
Authors: Shaffika Bte Mohd Suhaimi, Foo Yong Xiang, Lwi Chun Kiat, Teo Chee Ying
Institution: Southern University College
Language: English
Subfield: Software
Field: Computer Science
Domain: Physical Sciences
Open Access status: green
OpenAlex ID: W6930869117
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