BEYENE ABRAHAM OTUNUYA

This project focuses on the design and implementation of a web-based public complaint management system for the Benin Electricity Distribution Company (BEDC), aimed at addressing critical inefficiencies in traditional grievance handling processes. The system provides a structured digital platform that enables customers to submit, track, and monitor complaints related to power services, including outages, billing disputes, meter issues, and service delays, while allowing administrators to efficiently manage, process, and resolve grievances in a transparent and timely manner. Through a user-friendly web interface accessible via standard browsers, the platform eliminates challenges associated with manual complaint systems, such as lost records, delayed responses, lack of accountability, and poor tracking capabilities that have historically undermined customer trust and organizational credibility.
The study employs a systematic approach involving the investigation of existing manual and basic digital complaint management systems at BEDC, the identification of their limitations, and the development of an enhanced web-based solution using modern technologies, including HTML, CSS, JavaScript, PHP, and MySQL. Key features include secure user authentication, real-time complaint submission and tracking, automated workflows for efficient complaint routing, comprehensive database management for record-keeping, and administrative dashboards for monitoring and analyzing complaint patterns. The system incorporates robust security measures and accessibility features to accommodate diverse user groups while ensuring data privacy and integrity. By implementing this solution, the project addresses recurring issues such as delayed responses, limited transparency, and inadequate feedback
mechanisms that discourage customers from reporting grievances. The findings contribute to improved customer satisfaction, enhanced organizational efficiency through data-driven decision-making, and the advancement of knowledge on ICT applications in public utility administration, providing a scalable model for digital transformation in similar service sectors across Nigeria and beyond.