🌆 Urban & City Planning · C4 Architecture · Pro
City 311 Grievance Platform
A city's public grievance platform: complaints from app, web and phone routed to departments with SLAs and escalation.
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Drawing diagram…
What this diagram shows
- Every complaint gets a ticket number and location
- Routing sends it to the right ward and department
- Unresolved tickets escalate up the chain automatically
Prompt used
City 311 grievance platform: citizens report issues (potholes, garbage, streetlights, water) via mobile app, website, WhatsApp and a call centre. A ticketing service geotags complaints and a routing service assigns them to the ward and department by category. Field staff update status with photos in a mobile app. An SLA service escalates overdue tickets. A public dashboard shows resolution statistics. Data in PostgreSQL with PostGIS.
Mermaid code
C4Container
title City 311 Grievance Platform
Person(citizen, "Citizen", "Reports civic issues")
Person(staff, "Field Staff", "Fixes issues")
Person(officer, "Department Officer", "Oversees tickets")
System_Ext(wa, "WhatsApp and SMS", "Channels and updates")
System_Boundary(g311, "Grievance Platform") {
Container(app, "Citizen App and Web", "React Native / React", "Report and track")
Container(cc, "Call Centre Console", "React", "Phone complaints")
Container(ticket, "Ticketing Service", "Java", "Geotagged tickets")
Container(route, "Routing Service", "Java", "Ward and department")
Container(sla, "SLA and Escalation", "Java", "Timers and escalation")
Container(field, "Field Staff App", "Android", "Status and photos")
Container(dash, "Public Dashboard", "React", "Resolution stats")
ContainerDb(db, "Grievance DB", "PostgreSQL + PostGIS", "Tickets")
}
Rel(citizen, app, "Reports")
Rel(citizen, wa, "Reports and gets updates")
Rel(wa, ticket, "Messages")
Rel(app, ticket, "Creates ticket")
Rel(cc, ticket, "Creates ticket")
Rel(ticket, route, "Assign")
Rel(route, field, "Work order")
Rel(staff, field, "Updates")
Rel(sla, officer, "Escalates")
Rel(ticket, sla, "Timers")
Rel(ticket, db, "Stores")
Rel(db, dash, "Stats")Related templates
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