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CHAPTER I
THE PROJECT AND ITS BACKGROUND
Introduction
The existing complaint management system, in existing System

customers of the organization has to visit the organization whenever they have

any complaints regarding the products of the Organization, This wastes lot of

time Whenever a customer of the bank requires service from the bank he

required moving to the bank and then he required to submit the complaint to the

specified officer. The problem is written in a paper and will be submitted at the

bank. Then the manager will look after it and then he will take care about the

customer's problem. After that the manager will enquire and allocate the problem

to the specified person in that department. The person will enquire the problem

and then rectifies it. (Telika Ramu, October 2017)

The Complaint Management system is Mobile application and it is

designed to keep track of complaints registered by the commuter

so this system need to have distributed platform mobile application. The task of

Administrator executives can control all the activities in the system, for creating

issue using email registration, assign to ther City Traffic Management Office

personel and check the service of the complaint report system performance. In

email registration it should be open and assigned to service and City Traffic

Management Office personnel can update the call status to close.

The purpose of this project is to provide the complaints for various abusive

drivers. Commuter may have complaints about the abusive driver. They can use
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Facebook account to use the system and they can also create a new account to

access into the system where they can send an email when they have a

complaint to register about to the abusive driver. The complaints can be assigned

to the City Traffic Management Office (CTMO) different persons and will get

tracked to monitor the abusive driver if they do a violation again. The City Traffic

Management Office (CTMO) that handles the complaint has the facility to speak

with reported abuse drivers.

Project Context
San Pablo City’s earliest historical record dates back to pre-Spanish times
when four large barrios bounded by Mt. Makiling composed “Sampalok“. In 1521,
the first Spanish troops under Captain Juan de Salcedo arrived in the upland
village of Sampaloc, which became a parish in 1586, and then a municipality in
1647, and was renamed “San Pablo de Los Montes” in honor of Saint Paul the
First Hermit. In 1756 it was placed under the jurisdiction of Batangas Province
but was returned in 1883 to Laguna. In 1899, a municipal government was
established, with Innocente Martinez as Municipal President. Marcos Paulino
was elected Municipal President in 1902 when the civil government was set up.
From 1926 to 1940, the people of San Pablo worked for its independence from
the province of Laguna. On May 7, 1940, the Charter Bill sponsored by
Congressman Tomas Dizon was approved. The bill became known as the City
Charter of San Pablo or Commonwealth Act No. 520. The City was inaugurated
on March 30, 1941, with Dr. Potenciano Malvar as the appointed City Mayor.
Currently, Hon. Vicente “Vic” Amante is the Mayor together with Hon. Frederick
Martin A. Ilagan as the Vice-Mayor of the City until 2010.
There's a lot of commuter inside the San Pablo City that is not aware of
the standard transportation fare and that is some reason why there’s some
conflict between the commuter and the tricycle driver. Also half of the tricycle
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driver in San Pablo City doesn’t know the implemented City Ordinance and some
of the new driver doesn’t know the shortest route onto the commuter destination.
This study will benefit the tricycle driver to avoid violating the San Pablo
City Ordinance by showing the information about implemented local laws and
showing the shortest route onto the passenger’s destination, this system will
also benefit the passenger by informing them about the standard fare base on
the San Pablo City transportation tariff.
Objectives of the Project
General Objective
The main of objective of the system focused only in City Traffic
Management Office (CTMO) Complaint Report System. In managing the
complaint report of the commuters
Specifics Objective
The following statements are the specific objectives of the project:
1) To create a “Complaint and Reporting System” that is capable of the
following:
a. Manage the process of dealing with or controlling things or people;
b. Give a spoken or written account of something that one has observer,
heard, done. or investigated the report;
c. Providing report such as output for the system;
2)
Purpose and Description
The purpose of this project is to provide a system for the CTMO/ City
Traffic Management Office to monitor the Tricycle Driver’s and the system will
provide the rules and city ordinance of the San Pablo City you can also use your
Facebook account to Log-in to the system. The System have a report button if
the passenger encountered an abusive driver he / she just need to take a picture
of the franchise number of the tricycle and send it to CTMO via email.
1) Record and store violation data reports into a secure database to
eliminate the risk of losing records of previous violation reports.
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2) The Facebook account can be used to log into the system.
The following are the beneficiaries of the project:
City Traffic Management Office. The CTMO is the main beneficiary of the
project. The system will help them to monitor the abusive driver by receiving the
report from the passenger.
Developers. The Developers also benefited from the system since they
would gain more knowledge and develop more technical skills throughout the
design, development, and implementation stage of the project.
Future Developers. The developed system can be used by the next
developers as their reference for their project.
Passenger. The developed system will help the passenger to know the
exact fare and to report the abusive drivers.
Driver. This system have a rules and regulation and for the drivers who do
not know the city ordinance of San Pablo City it will be a big help for the driver of
San Pablo City to avoid accident.
Scope and limitation
This study aims to know on how this system will help the City Traffic
Management Office (CTMO). This system shows how to report the abusive
drivers by sending a picture of franchise number to CTMO San Pablo City via
email. This system will inform the user for the standard fare for the public inside
the San Pablo City. This system will show information about the San Pablo City
Ordinance for the tricycle drivers who do not know the rules and regulations
within the San Pablo City Area.

The Limitation of this system is it will not provide the information outside
the San Pablo City premises also this system is design for Tricycle and no other
public utility vehicle.

Conceptual Framework

The system was created for City Traffic Management Office (CTMO) that
really need a system to monitor the Tricycle Drivers using an application system,
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so creating the CTMO San Pablo City Tricycle Management System can help the
Passenger to report the abusive drivers to City Traffic Management Office by
using the system.

Input Process Output

User’s Account

 Username
 Account
 Password
CTMO San  Ride
Database Pablo City  Report
Tricycle  Settings
 MySQL Management  Hotline
 Server  History
System

REPORT

Figure 1.1. Conceptual Framework of the Project

Figure 1.1 shows the conceptual framework project using input–output

process approach to show system capabilities.
The first section “Input” contains the user account which is the username
and password to access the system. It also contains the firebase to update the
system.
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The second section contains “Process” which the developers used all the
information to operate the system smoothly.
The third section “Output” contains the following:
 Account
 Ride
 Report
 Settings
 Hotline
 History
The “Report” section is used to report the abusive driver by sending a
picture contains the franchise number of the tricycle.
Significance of the study

This research will be meaningful to drivers and passengers within the

San Pablo City area by letting them know about local laws of San Pablo City
and letting them know about common transportation fares by using Android
phone as a flat form and calling it CTMO San Pablo City Tricycle Management
System.
It will help those future researchers because this study can be their
basis or guide if they want to have a research about the monitoring the tricycle
drivers.
It will also help those passengers who usually ride in a tricycle because
every tricycle driver also sacrifices for them to bring them in their desired
destination.
Definition of terms
The terms used in this project were defined for the clarity of how terms
were used in this project as follows:
Android Studio is the official integrated development environment for
Google's Android operating system, built on JetBrains' IntelliJ IDEA software and
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designed specifically for Android development. It is available for download on
Windows, macOS and Linux based operating systems.
Android is a mobile operating system developed by Google. It is based on
a modified version of the Linux kernel and other open source software, and is
designed primarily for touchscreen mobile devices such as smartphones and
tablets.
Android app is a software application running on the Android platform.
Because the Android platform is built for mobile devices, a typical Android app is
designed for a smartphone or a tablet PC running on the Android OS.

Web Admin App the one who manages and maintains computer systems
and software, as for a business or institution.

BackEnd API means Application Programming Interface, i.e. any officially

specified interface between different systems or parts of the same system. In
terms of frontend andbackend, this web service API and its implementation is
the backend.

Database is a collection of information that is organized so that it can be

easily accessed, managed and updated. Computer databases typically contain
aggregations of data records or files, containing information about sales
transactions or interactions with specific customers. Typically, the database
manager provides users with the ability to control read/write access, specify
report generation and analyze usage. Some databases offer ACID atomicity,
consistency, isolation and durability compliance to guarantee that data is
consistent and that transactions are complete.

MySQL is pronounced either “My S-Q-L” or “My Sequel,” is an open

source relational database management system. It is based on the structure
query language (SQL), which is used for adding, removing, and modifying
information in the database. Standard SQL commands, such as ADD, DROP,
INSERT, and UPDATE can be used with. MySQL can be used for a variety of
applications, but is most commonly found on Web servers. A website that uses
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MySQL may include Web pages that access information from a database. These
pages are often referred to as “dynamic”, meaning the content of each page is
generated from a database as the page loads. Websites that use dynamic Web
pages are often referred to as database-driven websites. Many database-driven
websites that use MySQL also use a Web scripting language like PHP to access
information from the database. MySQL commands can be incorporated into the
PHP code, allowing part of all of a Web page to be generated from database
information. Because both MySQL and PHP are both open source (meaning they
are free to download and use), the PHP/MySQL combination has become a
popular choice for database-driven websites.
City Traffic Management Office is our client for this project and it will help
them to know who the violator’s is by receiving an email from the Passenger
using the application system.
Passenger It will help them to report the abusive driver quickly.
Driver They can learn more about road policy by using the application
system.