System and method of collaborative engagement for e-governance

摘要

A method and system for handling service requests comprises; receiving a service request from an initiator/customer, wherein the service request comprises data such as location data and/or type of request; initiating a first workflow for the service request; storing and managing data received and processed; analysing the service request data to generate alerts, predict trends and create reports; and updating vendor data such as a vendor credit rating. The service requests may be requests to resolve problems with services such as water/power supply, housing and transport. Initiating a workflow may comprise assigning or selecting a vendor to work on the service request; allocating tasks to the vendor; assessing vendor performance while fulfilling the service request, and collating feedback from the initiator after completion of the service request. The vendor credit rating is determined by the vendors performance when fulfilling the service request, and could determine a tender deposit paid by the vender at the time of awarding a contract.