A Cross-Platform Smart City Utility Management System with MobileNetV2-Based Complaint Classification

Abstract

Urban infrastructure management is a major challenge for local governments across the globe, with traditional systems unable to cope with the growing complexity of contemporary cities. This paper presents a novel cross-platform mobile app built with Flutter that simplifies the complaint registration and resolution process for urban infrastructure problems. The system uses a role-based structure with three separate user categories - citizens, workers, and administrators and develops an unbroken ecosystem that binds together all the interested parties in the urban maintenance process. One of the most innovative features of our method is incorporating a machine learning model on MobileNetV2 architecture that can classify complaints automatically based on criticality and support intelligent prioritization of resources. The platform uses Firebase services for authentication, data storage, and real-time alerts, with Google Maps API for geospatial complaint visualization. Our analysis shows significant reductions in complaint resolution times over conventional reporting channels, with considerable gains in solving critical infrastructure issues. User satisfaction surveys performed across stakeholder groups show high acceptance of the platform. This application offers an expandable urban governance solution that increases citizen engagement while maximizing municipal resource utilization with technology integration.