Citizen grievance system upgrade
Redesigning how a public body receives, routes and resolves citizen complaints.
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The challenge
Complaints came in. Answers did not.
Citizens could file grievances through several channels, but each channel fed a different queue. Complaints were routed by hand, deadlines were tracked in spreadsheets, and nobody could see how long resolution actually took.
Our approach
Map the path of one complaint first.
- Diagnosed the full grievance journey across every intake channel
- Designed a single routing model with clear ownership and service levels
- Supported rollout of the upgraded system with the department’s own staff
- Trained officers and documented procedures so the system runs without us
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