Desenvolvimento de uma plataforma digital para a gestão de denúncias em contextos de conflitos sociais caso de estudo: 16ª Esquadra da PRM - cidade de Maputo

Abstract

The present study addresses the development of a digital platform for managing reports and complaints in contexts of social conflict, taking as a case study the 16th Police Station of the PRM – City of Maputo, located in the Municipal District of KaMubukwana, in collaboration with the local community. The research arises from the need to overcome the limitations of traditional methods of recording and monitoring complaints, which are often marked by delays, limited accessibility, and citizens’ lack of confidence in institutions. The main objective was to propose and develop a technological solution capable of improving communication, transparency, and efficiency in the handling of complaints. The research, applied in nature and based on a mixed-methods approach, used semi-structured interviews and questionnaires directed at security entities, civil society organizations, and community members, allowing the definition of the system requirements. The platform was designed using UML modeling language and implemented in Java, hosted on an Apache server, ensuring accessibility through both web and mobile interfaces. It is expected that the system will contribute to modernizing complaint management, strengthening citizen participation, institutional transparency, and the prevention of social conflicts