Seite 1 COMPLAINTS AND SUGGESTIONS WEB-BASED COLLABORATIVE PROCEDURE 1 V.M.R. Penichet, J.A. Gallud, A. Fernández-Caballero, M. Lozano 2 Abstract – Citizens in modern societies demand quality public services. People like to participate and collaborate in local governments by means of suggestions and complaints submission. Administrative procedures have arrived to the Web and citizens can save a lot of time because of this new situation. Not only citizens need to save time, but also civil servants do. The system we suggest in this paper supports feedback between government and citizens through the Internet. Intelligent agents, workflow processes and Web-based computing are some issues which could be mixed to facilitate worker-to-worker (w2w) and Government-to- Citizen (G2C) communication and coordination. The more complaints and suggestions a govern processes, the better it works. All the administrative procedure steps are well analyzed by workflow modelling and tasks coordination is shown in this paper. Full and easy access is guaranteed using a Web-based system. 1 Introduction Quality of service inside public administration is something more than a beautiful expression. This is especially true in local administration. Local governments in advanced democracies are interested in citizens’ opinion about their management. Politicians want people to participate in the government and researchers are looking for new ways to increase citizen participation [6, 7, 9, 14]. The complaints and suggestion administrative procedure is one of the most common systems that allows people be heard by their local government. A complaints and suggestion procedure affects different people and can be considered as a kind of computer supported collaborative work system (CSCW). Town councils are scenarios where CSCW systems could help to coordinate civil servants work, because of the communication between each other is allowed. This is not only good for an internal use, but also for coordinating, communicating, and collaborating with citizens [4, 5, 7]. Citizens need to express what they think, and town councils need to know what their citizens think in order to improve. Lots of administrative procedures are processed every day in administrative units of the town councils, most of them initiated by citizens. In this paper we analyze a Complaints and Suggestions Web-Based Collaborative Procedure (CS-WCP), an electronic administrative procedure which takes into account collaboration, 1 This work was partially supported by the Spanish CYCIT project TIN2004-08000-C03-01 and the grant PCB- 03-003 from Junta de Comunidades de Castilla-La Mancha. 2 LoUISE Research Group – Computer Science Research Institute (I3A), Castilla-La Mancha University (02071 Albacete, Spain), {victor.ruiz, jose.gallud, antonio.fdez, maria.lozano}@uclm.es