Development of a Web-Based Village Community Complaint Information System as a Digital Public Service Medium

Community complaints in many villages are still submitted conventionally, either in person at the village office or through suggestion boxes, which makes complaint handling poorly structured and difficult to monitor. This study develops SIMPEDA, a web-based village community complaint information system that digitizes the complaint process. The system was built with the Laravel framework using the Model-View-Controller (MVC) architecture and a MySQL database, following the Waterfall model of the Software Development Life Cycle (SDLC). SIMPEDA serves three actors, namely residents, administrators, and super administrators, and provides complaint submission with photo and location attachments, automatic ticket numbering, status tracking without login, a centralized administration panel, and PDF report generation. The database consists of eight main tables, and security is enforced through session-based authentication with role-based access control, bcrypt password hashing, and protection against cross-site request forgery (CSRF), cross-site scripting (XSS), and SQL injection. Black-box testing of ten core functions showed that all test cases produced the expected output. These results indicate that SIMPEDA meets the identified functional and non-functional requirements and can support more effective, transparent, and responsive village public services.