Complaints management is an important application of E-government. Collecting, combining, and ranking citizens? complaints is necessary for effective management. Existing complaints management applications expect the government officials to process each complaint one by one to decide which complaint should be dealt with first.However, this is time consuming and thus ineffective. In order to cope with this, we are developing an ontology-based complaints management system to manage complaints. We have developed a complaints ontology with which the complaints of the citi
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