0 
 

 

 

 

 

 

 

 

 

 

 

An-Najah National University 

Faculty of Engineering & Information Technology 

 

E-Governance in Palestine and the MENA Region 

 (INDIGO) Project 

Project 6 

Baladitayi 

 
 

This Project done in cooperation between: 

Computer Engineering Department 

Urban Planning Department 

Urban & Regional Planning Unit 

Nablus Municipality 

GIZ 

 

 

 

 

                                                                  Towards Citizen-Centered and Inclusive Digital Governance in Palestine 

 



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Done by:  

Marah An-najjar Computer Engineering Department 

Menna AlKhayyat Computer Engineering Department 
 

In cooperation with: 

Mohammad Younes  Urban Planning Department 

Sima Hammouri Urban Planning Department 

Israa Amro Urban Planning Department 
  

Supervisors: 

Dr. Emad Natsheh  Computer Engineering Department 

Dr. Ihab Hijazi Project Specialist / Urban & Regional Planning Unit 

Eng. Saleh Qanazi Project Coordinator / Urban Planning Department 

Dr. Samah Abu Assab Human Centered Design Expert 



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Acknowledgment  
 

It is our pleasure to dedicate who supported us to complete this work.   

Every challenging work needs self-efforts as well as the guidance of elders especially those who 

were very close to our hearts, In the first place, our humble efforts dedicate to our families and 

friend. Strong and gentle souls who taught us to trust in Allah, believe in hard work and that so 

much could be done with little.  

We would like to thank our supervisor Dr. Emad Natshi, for his generous help, patience, 

feedback and guidance to improve our work as well as his encouragement through times. 

Also, to Dr. Ihab Hijazi from Urban planning department, for his enthusiastic help. 

To Eng. Salih Kanazi, for his guidance, patience, and gentle, yet firm approach to advising us 

during the countless hours of working.  A special thanks to Nablus municipality for their deep 

cooperation. Last but not least, all thanks and gratitude to those who lend a hand. 

 

 

Disclaimer  
 

This paper was accomplished by Marah An-najjar and Menna Al-khayyat from the Computer 

Engineering Department at An-Najah National University. The thoughts expressed in this report 

are the authors own and do not reflect the view of An-Najah National University, department of 

Computer Engineering. 

 

 

 

 

 

 

 

 

 



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Contents 

Acknowledgment ....................................................................................................................2 

Disclaimer ................................................................................................................................2 

1. Introduction ......................................................................................................................6 
1.1 Statement of the problem.........................................................................6 
1.2 Objectives .......................................................................................................7 
1.3 Project Scope............................................................................................7 
1.4 Report Organization: ................................................................................7 

2. Constraints, Standards and Earlier coursework ......................................................8 
2.1 Constraints and Limitations: ...................................................................8 
2.1.1 Data and requirements collection: ..........................................................8 
2.1.2 Time Limit: ................................................................................................8 
2.1.3 Fixed Cost: ................................................................................................8 
2.2 Standards: .................................................................................................9 
2.2.1 Client Server Model: .................................................................................9 
2.2.2 Water-Flow Model: ....................................................................................9 
2.2.3 Earlier Coursework:................................................................................10 

3. Literature review ............................................................................................................11 

4. Methodology ..................................................................................................................13 
4.1 Human-centered design methodology: .................................................13 
4.1.1 Data collection (Inspiration phase): ......................................................13 
4.1.2 Ideation Phase: .......................................................................................17 
4.1.3 Implementation Phase: ..........................................................................17 
4.2 Tools, Methods and Programming Languages: ...................................17 
4.2.1 Client side: ..............................................................................................17 
4.2.2 Server side: .............................................................................................18 
4.2.3 Website: ..................................................................................................18 
4.3 Database Design: ...................................................................................19 
4.4 System Features and Design: ................................................................19 

5. Conclusion and discussion ........................................................................................44 

6. Recommendations ........................................................................................................44 

7. Future Work ....................................................................................................................44 

8. References ......................................................................................................................45 
 

 
  
 
 



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List of Figures and Tables:  

Figure 1: raw data for 4000 complaints from Nablus municipality ............................................................ 8 

Figure 2: Client Server Model .................................................................................................................. 9 

Figure 3:Filtered raw data in database ................................................................................................... 10 

Figure 4:Age range ................................................................................................................................ 14 

Figure 5:Gender..................................................................................................................................... 14 

Figure 6:Percentage of people who know about the municipality's mobile application? ........................ 14 

Figure 7:Percentage of people who prefer using mobile applications for municipality services? ............ 14 

Figure 8:Percentage of users’ satisfaction about the existed application ................................................ 15 

Figure 9:Reasons behind satisfaction or dissatisfaction about the existing mobile application ............... 15 

Figure 10:Percentage of people who had filed a complaint in Nablus municipality ................................. 15 

Figure 11:Percentage of complaint filing method................................................................................... 15 

Figure 12:Percantsge of satisfaction about municipality response speed ............................................... 16 

Figure 13:Percentage on how people prefer to file a complaint ............................................................. 16 

Figure 14: Percentage of people who have had troubles defining their location ..................................... 16 

Figure 15: SQL database Model ............................................................................................................. 19 

Figure 16:  Splash screen ....................................................................................................................... 20 

Figure 17: Login Screen .......................................................................................................................... 21 

Figure 18: Login Screen change language button ................................................................................... 22 

Figure 19: Email authentication screen .................................................................................................. 23 

Figure 20: Email authentication screen, email format check .................................................................. 24 

Figure 21: Authentication Email ............................................................................................................. 25 

Figure 22: Code validation screen .......................................................................................................... 26 

Figure 23:  New password screen .......................................................................................................... 27 

Figure 24: New password screen, Password format check ..................................................................... 28 

Figure 25:  Signup screen ....................................................................................................................... 29 

Figure 26: Profile screen ........................................................................................................................ 30 

Figure 27:Edit user information screen .................................................................................................. 31 

Figure 28: Dashboard screen ................................................................................................................. 32 

Figure 29: Direct call screen ................................................................................................................... 33 

Figure 30: Complaint screen .................................................................................................................. 34 

Figure 31: Complaints ............................................................................................................................ 35 

Figure 32: Chatbot ................................................................................................................................. 36 

Figure 33:Inquiries Page ........................................................................................................................ 37 

Figure 34: Archive .................................................................................................................................. 38 

Figure 35:Employee login screen ........................................................................................................... 39 

Figure 36:Employee main screen ........................................................................................................... 39 

Figure 37:Employee lock screen............................................................................................................. 40 

Figure 38: Employee mobile application login screen ............................................................................. 41 

Figure 39:Employees complaints side .................................................................................................... 42 

Figure 40: Add question screen ............................................................................................................. 43 

 

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Table 1:Applications used to solve the problem ..................................................................................... 11 

Table 2:Interviews statistics ................................................................................................................... 13 

 

 
 
 
 
 
 
 
 
 
 
 
 
 
 
 
 
 
 
 



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First chapter  

1. Introduction 
1.1 Statement of the problem 

There are always a large number of inquiries and complaints that reach the municipality of 

Nablus daily, which are submitted by citizens, and because of the huge numbers of them and 

other obstacles such as the lack of staff of the Complaint department or the use of traditional 

methods, responding to all complaints has become very difficult. 

In addition, responding to inquiries takes a long time, and as an inevitable result has led to the 

citizens' lack of confidence in the municipality and their belief in the municipality's inability to 

prioritize problems. 

 

The residents of Nablus city in general, and the beneficiaries of its municipal services in 

particular, suffer from a lack of response to their complaints or requests submitted to the 

municipality. 

The municipality employees suffer from the pressure imposed on them due to the number of 

phone calls from citizens whose want to submit a complaint or a specific request. On the other 

hand, their use of traditional ways of dealing the complaints reduces their effectiveness and the 

chances of responding to all citizens’ complaints and requests. 

With the problem of citizen dissatisfaction because of poor communication with the municipality, 

a new obstacle has emerged, which is not reaching the problem until it aggravates, thus causes 

more time and financial loses and may lead to other problems. 

Moreover, one of the problems facing the municipality is the problem of citizens' lack of 

awareness of the municipality's way of work and its policies and also how to submit complaints. 

In addition to the lack of patience and understanding to prioritize problems, which restricts the 

work of the municipality. 

Taking on consideration all of the above, the need of citizens and municipality employees to 

have a unique application that facilitates the process of submitting complaints or requests and 

sorting them in order to save time and efforts increases with the increase in the population of 

the city and with the evolution of life in its various fields. 

In this project, we afford help for Nablus citizens who surely have constant complaints or 

demands from the municipality by providing a customized mobile application facilitated and built 

based on the human centered design approach. 

The new methods provided by the mobile application will improve the quality of service provided 

to the user which is done by determining the frequency of complaints submitted based on a 

system that defines them by keywords and quality of filtering to employees by filtering, 

redirecting complaints to the specific department all automatically using artificial intelligence 

without the need for employee’s interaction.   

 



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1.2 Objectives  

This project aims to provide a mobile application that eases the process of filing a complaint by 

any citizen living in Nablus city and eases the procedure of filtering complaints manually by 

employees. 

 

1.3 Project Scope 

Nablus Municipality’s, focuses on the citizens of Nablus and the Public Services department’s 

employees. 

 

1.4 Report Organization: 

 

This report contains 4 chapters each with several topics.  

The first chapter contains introduction with its subchapters.  

The second one is constraints, the third on is the literature review and the methodology. And the 

last one contains conclusion, references and recommendations.  

  



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Second chapter  

2. Constraints, Standards and Earlier coursework 
 

2.1 Constraints and Limitations:  

2.1.1 Data and requirements collection:  

The second process after deciding on projects idea was collecting the data. We needed 

frequent visited to Nablus Municipality to make sure we are not missing any detail and to 

keep them engaged and updated on what we are doing and planning.  

We have used a real data of 4000 unfiltered complaint form Nablus municipality as the 

picture below shows:  

 

Figure 1: raw data for 4000 complaints from Nablus municipality 

                   

2.1.2 Time Limit:  

The application needed 3 consecutive months to be built and tested, starting with 

designing and building the interfaces (GUI) for both website and mobile application, 

moving to adding front end features, creating database and connecting interfaces to it, 

and finally putting all the things together, these all combined together formed a real 

challenge to accept. 

 

2.1.3 Fixed Cost:  

As we were compelled to cancel some intended features due to the requirement of 

payment in-order to use them.  

 



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2.2 Standards:  

2.2.1 Client Server Model: 

The project is divided into three tiers as the following: 

 Client:  
Demonstrates what user sees in the mobile application. It requests functionalities 
from backends and then showing the result on the GUI, it was written using Flutter. 
 

 Server:  
It is written using python and PHP and it is responsible for the logic of the 
application, sending requests to the database and serving the coming ones from 
the GUI.  

 

 Database:  
it is built using MY-SQL database with Apache web server. It is responsible of 
serve the request coming from the back-end server. 

 

                         Figure 2: Client Server Model 

 

2.2.2 Water-Flow Model:  

Water Flow model was used for the development process as the following steps show:  

 Defining the problem and understanding it.  

 Data and requirements gatherings.  

 Designing and building the website and the mobile application GUI. 

 Database building.  

 Building back-end server. 

 

 



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2.2.3 Earlier Coursework:  

Web, Software engineering, AI, Object Oriented programming and Algorithms courses 

provide by Computer Engineering Department have helped us in developing the project. 

In addition to that, we needed to enroll in other courses such as Flutter and Data analysis 

classes to get this job done.  

Following pictures show some of the data saved inside the database:  

 

Figure 3:Filtered raw data in database 

 

 

 

 

 

 

 

 

 

 

 

 

 

 



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Third chapter  

3. Literature review  
  

Due to the contiguous growth of population in Nablus, and citizens’ needs for a clear and smooth 

system for contacting the municipality about their complaints or demands, every day is becoming 

more challenging for citizens and for Public Services department employees in terms of 

responding to all phone calls or filtering complaints or demands manually.  

There are many solutions that were created or suggested to solve the dilemma of citizens waiting 

for their inquiries to be heard out, or employee’s dilemma of getting huge number of requests or 

complaints daily and being compelled to filter them manually, which takes a lot of time and effort 

to achieve. But yet, there is no solution to combine and solve both of the problems.  

 

Name Supports dynamic filtering? Easy to 

use? 

Specific? 

Nablus municipality mobile 

application 

No, employees filter complaints 

manually out of the website 

No No 

 

Table 1:Applications used to solve the problem 

As table 1 demonstrates, we can conclude that the application is not specific, meaning that it’s 

not especially developed to solve Public Services department problems.  

Also, it does not support dynamic filtering and as a result, employees’ problem with manually 

filtering inquiries is not solved.  

 

In this project (Baladiyati), we combined the two problems of employees and citizens to come up 

with an effective solution that will solve the difficulties all at once using artificial intelligence to filter 

inquiries dynamically and redirect them to the right sub-department in Public Services department 

and also giving citizens a free space where they can explain the problem freely whether by text 

or by an image. 

This process is called Sentiment analysis (also known as opinion mining or emotion AI) which can 

be defined as the use of natural language processing, text analysis, computational linguistics, and 

biometrics to systematically identify, extract, quantify, and study affective states and subjective 

information.  

Applying this to our project such that when a user inserts a text of a complaint, an analysis process 

will start based on key words to redirect it to the specific department.  

 



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For example, if a user entered a text contains any of these key words (….. ،حفرة، رمل، طمم، حصى

 the complaint will get automatically redirected to engineering and construction  ,(حفر، عداد، حجر، حجار

department.  

If a text contained and of (…. صنبور، خزان، ماء، مي، فيضان) key words, this will get redirected to water 

department.  

So, a list of key words for each department is created and it will be used to analyze the text and 

based to it a decision will be made. 

 

 

  



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Third chapter 

4. Methodology  
 

4.1 Human-centered design methodology:  

This project is based on the HCD approach that develops solutions to problems by involving 

the human perspective in all steps of the problem-solving process. 

Starting by empathizing and identifying the customer’s need statements, moving to defining 

the problem and crystalizing the idea, creating efficient solutions and testing them. 

 

4.1.1 Data collection (Inspiration phase):  

Many interviews were done online and in real life among the municipality’s employees and 

citizens. With total of 18 interview with citizens, 2 of them are with special needs. 9 

interviews with the municipality’s employees as shown in table 2. 

 

Total number of 
interviews 

Number of interviews 
with municipality 

employees 

Number of 
interviews with 

citizens 

Number of 
interviews with 

citizens with 
special needs 

27 9 16 2 
 

Table 2:Interviews statistics 

 

We noticed the gap of communication between the municipality and citizens due to the stress on 

employees that caused by ununiformed manual filtering complaints and the large number of them 

they get daily.  

Furthermore, several citizens stated that they do not want to waste their time doing paperwork for 

some transactions when they could be doing it online.  



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The following screenshots are taken from the questionnaire that was distributed among citizens 

and municipality employees; results came as follows:  

 

 

87.5% are people above 20 years old.  

  

 

 

 

 

 

 

43.8% are males and the rest are 

females. 

 

 

 

 

Only 37.9% of people know that 

Nablus municipality has an 

application.  

 

 

 

 

After asking people whether they would use 

the application, the highest percentage was 

43.8% that indicates to their willing to use the 

application. 

 

 

Figure 4:Age range 

Figure 5:Gender 

Figure 6:Percentage of people who know about the municipality's mobile 
application? 

Figure 7:Percentage of people who prefer using mobile applications for 
municipality services? 



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40% of people stated that the existed 

application needed more development to 

use as its not completed yet and have 

no 100% clear features.  

 

 

 

 

A sample of citizens speaking up 

their opinions about the existed 

application stating that it’s useful but 

needs more improvement and 

continuation by the municipality 

employees.  

 

 

 

 

 

37.5% of sample had an experience 

with filing a complaint.   

 

 

 

 

 

50% done it online and 50% done it 

manually.  

 

 

Figure 8:Percentage of users’ satisfaction about the existed application 

Figure 9:Reasons behind satisfaction or dissatisfaction about the existing mobile 
application 

Figure 10:Percentage of people who had filed a complaint in Nablus municipality 

Figure 11:Percentage of complaint filing method 



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77.8% of the sample are not satisfied 

about their experience with the 

municipality’s response time to them.  

 

 

 

 

 

 

56.3% prefer to save their time by filing 

a complaint online.  

 

 

 

 

 

56.3% of the sample might have faced a 

problem identifying the location of the 

complaint. 

 

 

 

 

As a result, there is a severe need for a specific application to solve the previous problems 

taking into consideration what people and employees need.  

 

 

 

 

Figure 12:Percantsge of satisfaction about municipality response speed 

Figure 13:Percentage on how people prefer to file a complaint 

Figure 14: Percentage of people who have had troubles defining their 
location 



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4.1.2 Ideation Phase:  

Once we have finished identifying the problem, we started turning the ideas into prototypes 

after conducting a consultant round of interviews with municipality employees and citizens to 

survey their satisfaction about the suggested solution and also engaging them with adding 

more features or enhancing what we have done. The final result came as the following:  

 Citizens’ time will be saved by allowing them to file their complaints online through the 

application.  

 Long processes will be abbreviated as citizens will have no restrictions with describing 

the complaint, they can describe it with any terminologies they want also can add 

pictures. 

 Employees’ time will be saved as the process of filtering complaints will be done 

automatically through the application and will be redirected to them without the need 

for their interaction.  

 The mobile application also supports a hot line calls for urgent situation.  

 

4.1.3 Implementation Phase:  

In this phase, we started the final development stage of our application by applying what we 

have approved on by adding, removing and enhancing features of the early prototype.  

The finalizing last of the project was based on employees and citizens feedback as we kept 

them engaged during the whole process.  

Section 4.2 explains more in details tools, methods and programming language we have used 

to build the whole system. 

 

4.2 Tools, Methods and Programming Languages:  

 

4.2.1 Client side:  

 Design:  

Choosing the design was one of the hardest processes as we seek to create the 

most user-friendly and creative design combined. Starting with picking the color 

theme for the application, which was based on the Nablus municipality’s logo and 

original website as we wanted employees and citizens to feel that they are 

connected. Moving to merging colors and design sketches into connected 

interfaces with smooth and easy use. 

 

 Programming languages:  

Client-side programming language is Dart, a Google-developed object-oriented 

programming language an equivalent to C++, Java, and JS that we found it easy 

to work with as we have a previous background with similar languages and for it 

having a large number of libraries that make writing scripts simple and efficient. 

 



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 Frameworks: 

The chosen platform to work with was Google’s open-source cross-platform UI 

framework on the client -side. This choice was made for mobile development 

based on a number of observations and research conducted prior to beginning 

work. The Flutter framework consists of both a software development kit (SDK) 

and their widget-based UI library. This library consists of various reusable UI 

elements, such as sliders, buttons, and text inputs.  

The architecture of the platform can be stated to support Dart platform, Flutter 

engine, Foundation library, Design-specific widgets and Flutter Development 

Tools (DevTools). 

While writing and debugging an application, Flutter runs in the Dart virtual 

machine, which features a just-in-time execution engine. This allows for fast 

compilation times as well as "hot reload", with which modifications to source files 

can be injected into a running application. Flutter extends this further with support 

for stateful hot reload, where in most cases changes to source code are reflected 

immediately in the running app without requiring a restart or any loss of state. 

This framework was chosen due to its expressive and flexible UI, native 

performance and simpleness. 

 

4.2.2 Server side:  

We supported the system with the client-server architecture in which many clients 

(remote processors) request and receive service from a centralized server (host 

computer). Clients provide an interface to allow a computer user to request 

services of the server and to display the results the server returns. and they all will 

be using the same API. 

 Frameworks: 

      A PHP framework was chosen for server-side functionality.  

 

 Programming languages:  

PHP programming language was chosen for main functionalities with Python for 

Chatbot.  

 

4.2.3 Website:  

A website for Nablus municipality employees was developed beside the mobile 

application so they will be having two choices to process received complaints 

whether from their phones or website.  

 

 

 



19 
 

4.3 Database Design:  

Develop a mobile application or creating a website requires creating an appropriate 

database that saves and stores everything, as we are dealing with real life problems, we 

needed the database to support scalability and flexibility to handle deeply embedded 

application running massive data warehouses holding terabytes of information. Also, our 

need to adopt a robust transactional support and strong data protection.  

MySQL database was chosen due to the previous reasons mainly and its other 

specification as availability secondly.  

 

Figure 15: SQL database Model 

 

4.4 System Features and Design:  

 

This system contains 19 screen all combined together in a user-friendly design that will smoothen 

the process for users. 

Starting from splash screen the moving to login page that allows users to create account if they 

do not already have or reset their passwords if they have accounts but don’t remember the 

password.  

Also, it has a complaint screen to enter a complaint, a chatbot screen to contact a robot for specific 

questions, a dashboard displaying what services this application affords, a profile screen to 

display user information and an archive screen to display a history of users’ complaints. Also, 

there is a screen that displays municipality services. 

Employees website have three screens, login page, lock page and main page that displays filtered 

complaints. And their mobile application screens are two, login screen and the main screen to 

display all complaints.  

 

 



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Figure 16:  Splash screen 

 

 

 



21 
 

 

Figure 17: Login Screen 

 

First page to route to after splash is login page, as we see there is a language button, when 

clicking on it, you will be able to choose whether you want the application to be in Arabic or in 

English as the following picture demonstrates.  

 

 

 



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Figure 18: Login Screen change language button 

                                                                 

 

 

 

 



23 
 

 

 

Figure 19: Email authentication screen 

                                                     

This page will appear right after clicking forget password button in login screen, it has a text to 

enter the desired email address you want to reset password by, also it checks whether you have 

entered a valid email address or if you have left the text empty and clicked the proceed button, a 

warning message will appear as the following picture shows:  

 



24 
 

 

 

Figure 20: Email authentication screen, email format check 

                                                     

A routing button is available if you remembered your password will take you right to login page 

again. Also, email format check is provided. 

 

 

 



25 
 

After entering a valid email address, an authentication message will receive as the following:  

 

Figure 21: Authentication Email 

                                                           

This email message contains an authentication code generated by the application and will be 

used to fill the authentication code box in the next page as follows:  



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Figure 22: Code validation screen 

 

After entering the code received on email and clicking confirm, a new page will appear to enter 

a new password as follows:  

 

 

 

 



27 
 

 

Figure 23:  New password screen 

 

After entering the new password, the database will be automatically updated and user will be 

routed to login page one more time. 

This text also is checked not to be empty and if so, an error message will appear as follows: 



28 
 

 

Figure 24: New password screen, Password format check 

 

 

 

 



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Figure 25:  Signup screen 

                                                                 

Moving to signup screen in case user has no account yet, it cannot route to the next page until 

all of the information in the fields are checked and accept all terms and policies button is 

checked. 

This page routes to login page to ensure that user has memorized his information.  

 

 



30 
 

 

 

Figure 26: Profile screen 

                                                               

Profile screen shows all user information and routes to the other pages.  

 

 

 



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Figure 27:Edit user information screen 

 

Profile screen routes to this screen if user clicked on edit information button.  

 

 

 



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Figure 28: Dashboard screen 

                                                  

Dashboard page views services the application affords, and when clicking on each of them, it 

will route you directly to what you have asked for in another page.  

 

 

 



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When clicking on call us, a direct call to Nablus municipality hot line will occur as the following:  

 

Figure 29: Direct call screen 

                                         

 

 

 

 



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Moving to the next card, filing a complaint, the following screen will appear:  

 

Figure 30: Complaint screen 

                                                              

User can enter a complaint in his own words and location will be identifies using searchable 

dropdowns that filter streets and near fields according to district name.  

 

 

 



35 
 

 

Figure 31: Complaints 

User may use from two choices whether he wants to submit and send the complaint or archive 

it.  

                                                         

 

 

 

 



36 
 

This is a chatbot screen that responds to user according a specific question saved on his 

server.  

 

Figure 32: Chatbot 



37 
 

 

Figure 33:Inquiries Page 

 

This page includes services Nablus municipality affords, each service with it’s cost and needed 

papers. 

 

 

 

 



38 
 

 

Figure 34: Archive 

All of the complaints a user has filed will appear on this screen.  

 

 

 

 

 



39 
 

Moving to employee interfaces, starting with employee login screen on the website:  

 

Figure 35:Employee login screen 

 

 

Figure 36:Employee main screen 

It displays all received complaints.  

 

 



40 
 

 

Figure 37:Employee lock screen 

This screen appears when employee chooses to lock the page of complaints. 



41 
 

 
Figure 38: Employee mobile application login screen 

 
 
This screen is employee’s login screen on the mobile side.  
 



42 
 

 
 

Figure 39:Employees complaints side 

 
This screen is how complaints appear on employees’ side.  
 
 
 



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Figure 40: Add question screen 

 

Employee can add questions to the chatbot.  

 
 
 
 



44 
 

Fourth chapter 

5. Conclusion and discussion  
 

Baladiyati mobile application is a unique application that has been designed to facilitate the 

services which provided by the public complaints services department in the municipality of 

Nablus, and based on the human centered design methodology as it facilitates the process of 

submitting complaints electronically by citizens without the need of visiting the municipality or 

perform any extra activities. This is through a simplified description of the complaint in their own 

words or formal Arabic and also by adding pics. It also facilitates the work of the Public Services 

Center team in the municipality of Nablus by filtering complaints completely electronically and 

transferring each one to its own department to form an integrated system aimed to save time and 

effort. Also organizing the process of responding to complaints and requirements submitted by 

citizens 

 
Recommendations  

6. Recommendations  
 The necessity of using technology to solve real life problems.  

 Creating an application that helps Nablus citizens to save time, effort and 

communication process with the municipality.  

 Using technology does not mean dispensing traditional paperwork but giving a more 

effective solution. 

 

7. Future Work 
 We aim to expand project aspects so it can cover all municipality services.  

 We seek to add google maps services to the application. 

 Taking feedbacks from users and develop the application according to it.  

 Use artificial intelligence in all possible parts.  

 Activating notifications for complaints progress.  

 Activating employee’s website. 
 

 

 



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8. References 
 

Arabic aspect based sentiment analysis using bidirectional GRU models. (2021). Retrieved from 
https:// sciencedirect.com/ 

sentiment analysis algorithms and applications. (2014, December). healthline. Retrieved from 
https:// sciencedirect.com/ 

What is Sentiment analysis. Definition, key types and algorithms, (2019). Retrieved from https:// 
theappsolutions.com/ 

Sentiment Analysis 101. Scott Sims. Retrieved from https:// kdnuggets.com/ 
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	Acknowledgment
	Disclaimer
	1. Introduction
	1.1 Statement of the problem
	1.2 Objectives
	1.3 Project Scope
	1.4 Report Organization:

	2. Constraints, Standards and Earlier coursework
	2.1 Constraints and Limitations:
	2.1.1 Data and requirements collection:
	2.1.2 Time Limit:
	2.1.3 Fixed Cost:
	2.2 Standards:
	2.2.1 Client Server Model:
	2.2.2 Water-Flow Model:
	2.2.3 Earlier Coursework:

	3. Literature review
	4. Methodology
	4.1 Human-centered design methodology:
	4.1.1 Data collection (Inspiration phase):
	4.1.2 Ideation Phase:
	4.1.3 Implementation Phase:
	4.2 Tools, Methods and Programming Languages:
	4.2.1 Client side:
	4.2.2 Server side:
	4.2.3 Website:
	4.3 Database Design:
	4.4 System Features and Design:

	5. Conclusion and discussion
	6. Recommendations
	7. Future Work
	8. References