Mobile App Features (Citizen-Facing) Complaint Reporting One-tap creation of complaints with photo/video evidence. GPS map pin and auto capture of address/coordinates (can also select location manually). Save offline drafts and auto-sync when back online. Status & Tracking Full status timeline for complaints: Submitted → Acknowledged → In-Progress → Resolved → Reopened. Push notifications and email updates as status changes. Navigation & Search Filters & search by category, status, priority, and date. Guests can submit complaints or registered user option configurable. Feedback & Interaction Ratings & feedback on complaint resolution. Optional News/Alerts feed to broadcast advisories or announcements. Localization & Branding Multilingual support (LTR/RTL ready). White-label theming (branding, colors, logos customizable). Admin Panel Features (Department / Municipality Dashboard) Core Management Unified inbox with powerful filters and saved views for all complaints. Define workflows, departments, agents, priorities, due dates for assignments. Automation & SLA SLA timers with escalation logic (email/push triggers). Automation rules based on category, geographic ward, and keywords. Analytics & Reporting Geo-analytics & heatmaps showing complaint hotspots on maps. Reports and data exports (CSV/Excel/PDF) such as SLA performance, resolution times, satisfaction metrics. Zone/ward breakdown & trends. User & Role Controls User roles & permissions: admin, department head, agent, viewer. Audit logs and security controls. Customization & CMS Manage categories, add custom fields per complaint type (checklists, required attachments). Announcements/CMS content for mobile clients. Integration REST API / Webhooks for integration with CRM/ERP systems or external dashboards.