| Abstract |
Citizens concerns are addressed by the various departments that govern each province. The complaints are brought to light by the media which only focuses on the major problems and media is handled by private organizations. Real complaints are raised by people that are experiencing the problem. Specific departments of the government handling these issues can be notified. Data about complaints in a city such as water, fire accidents, police, education, economy, disaster, transport, health, telecommunication, electricity is collected from Twitter and classified into labels. The classification is done by eight different algorithms and the most efficient among them is chosen for classification. An automated system pulls data from twitter, categorizes it into labels, and then sends messages to the intended departments. This classified information is mailed to concerned departments so that the information reaches the government before any mainstream media or any manual complaints are reached. Citizens concerns are thus conveyed in a transparent manner to the respective departments. © The Author(s), under exclusive license to Springer Nature Switzerland AG 2025. |
