Smart Government E-Services for Indian Railways Using Twitter

Abstract

The research area of social media platform for e.g. Twitter is being regarded as most popular social media platform not only to share and disseminate the information but also raising complaints/grievances from citizens. In fact, high velocity, veracity and variety of real time data, it is very hard to analyze the data related to citizen’s complaints and problems through manual processing (Agarwal et al. in CoDS-COMAD ‘18 Proceedings of the ACM India joint international conference on data science and management of data. ACM, pp 67–77, 2018 [1]). So there is a need to filter relevant data with automation which requires some actions by concerned authority as a part of Smart Governance. Smart Governance demands distinguishing the appreciations, praises, issues, problems and grievances posted at social platform by civilians to inform government authorities. It also includes facilitating public agencies to respond to these problems, issues, complaints so that citizen’s services can be improved without delay. Thus this paper proposes intelligent techniques to mining public citizens’ complaints and grievances from user-generated contents. Since Twitter considered as most popular social media platform which increases the chances of immediate action and fast processing of their request and grievances by the relevant government department or authorities excellent.