Design Science Research in Developing Traffic Urgency Model From Text for Determining Transportation Complaint Priority - an Initial Investigation

Prioritizing which traffic compliance should be handled first is crucial in the development of Intelligent Transportation Systems (ITS), especially given the influx of complaints received simultaneously. To address this issue, this paper proposes a Design Science Research (DSR) approach to develop a traffic urgency model, as an artifact to guide practical steps towards determining the priority of complaint handling. The DSR methodology was developed based on the knowledge base and relevant research. It applied to a case study of an urban area in a developing country. There are five main stages in developing the DSR. First, it needs to explicate the problem, then determine the requirements, design and develop the artifact, demonstrate the artifact, and evaluate the artifact. The finding from the first stage indicates that the primary challenge in prioritizing traffic complaint texts is determining the value and level of urgency of a complaint. Therefore, this paper offers strategies and methods for developing a traffic urgency model artifact that can handle this problem. Another result of this paper presents the proposed traffic urgency model as a guideline for calculating the urgency value. The proposed model was developed after completing the stage of defining requirements. This paper also discusses that some factors such as location, person or people, situation, reported object, and time are affecting the urgency of a traffic complaint text.