Citizen grievance system upgrade
Redesigning how a public body receives, routes and resolves citizen complaints.
- Service
- Digital Service Delivery
The challenge
Complaints came in. Answers did not.
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
Outcomes
What changed.
—Faster resolution
—Fewer escalations
—Channels unified
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