Development of a Citizen Feedback Portal for Local Government Service Delivery in Ondo State

The absence of structured mechanisms for citizens to provide feedback on local government service delivery in Nigeria limits accountability and inhibits evidence-based improvement of public services. This study reports the development of a citizen feedback portal for local government service delivery in Ondo State, South West Nigeria, with Akure South Local Government Area as the primary case site. An initial citizen survey of 180 residents in Akure revealed that 79 percent had never formally provided feedback to their local government, primarily because no accessible channel existed. The portal was developed as a responsive web application using Vue.js and a Django REST framework backend, enabling residents to rate service quality in areas such as waste management, road maintenance, water supply, and healthcare provision. An administrative dashboard allows local government officers to view aggregated ratings, identify service failure patterns, and log remediation actions. Short Message Service integration provides confirmation receipts to respondents without smartphone access. Following a two-month public beta, the portal received 620 feedback submissions, with water supply and road maintenance identified as the lowest-rated services. The study recommends that the Ondo State Ministry of Local Government Affairs mandate portal integration across all 18 local government councils. Keywords: citizen feedback, local government, service delivery, Ondo State, e-governance.