Integrating geographical information system with e-complaint system for public asset maintenance in local authority

Abstract

Local authorities in Malaysia are responsible for maintenance of public assets worth billions of Ringgit. Thus, local authorities should have well-established management system to ensure that those assets are appropriately maintained for the benefits of local communities. Asset condition is a critical factor in decision making during asset maintenance process. Public complaints serve as one of the information sources to obtain the latest asset condition information. Nowadays, most of the local authorities used e-Complaint system as a platform for their customers to lodge their complaints on the services and public assets. However, utilization of present e-Complaint system is usually in tabular form and does not integrate with Geographical Information System (GIS). This research aims to provide GIS visualization for authorities and their stakeholders for easier identification of vulnerable asset types and locations. In this research, ArcGIS 9.3 was used to develop GIS based e-Complaint system for managing, integrating and facilitating the visualization of complaint data and spatial data. The research area includes all public assets under the jurisdiction of Johor Bahru Tengah Municipal Council (MPJBT). Two platforms namely ArcGIS desktop and web-based GIS were employed to display the outcome of the developed system. This system was used to analyse MPJBT complaint database for the year 2010 from selected residential areas and allow administrators to determine the concentration of complaints as well as vulnerable asset types and locations. GIS visualization including maps, graphs and attribute tables serve as a better platform to provide a better understanding for analysis of current situations which facilitate future planning. As a conclusion, GIS based e-Complaint system can help to enhance the effectiveness and efficiency of public asset maintenance by determination of the concentration of vulnerable assets and socio-economic status through the interpretation of GIS visualization methods.