The Ombudsman Commission was processing citizen complaints through paper forms, physical filing cabinets, and manual tracking spreadsheets. Cases took months to resolve. Citizens had no way to check their complaint status, leading to repeated calls and frustration. The backlog had grown to thousands of unresolved cases.
We digitized the entire complaints lifecycle — from submission through investigation to resolution. Citizens can now file complaints online or via mobile, with automatic case numbering and status tracking.
On the staff side, an intelligent routing system assigns cases to the right department automatically. Dashboards show case aging, resolution rates, and bottlenecks in real-time. Automated reminders ensure no case falls through the cracks.
The case backlog dropped by 60% within six months. Average resolution time went from 90+ days to under 35 days. Citizen satisfaction scores improved dramatically as people could finally track their complaints in real-time without making phone calls.
