Citizen-Centric Complaint Management System to Improve Local Governance
In collaboration with the International Rescue Committee (IRC), AI Nova Apps developed a custom-built Complaint Management System for improving local governance responsiveness.
- Client
- IRC
- Industry
- Humanitarian & Local Governance
- Duration
- 5 Months
- Category
- Government
- Technologies
- 5 used
Impact at a Glance
- Complaints tracked in year one
- 10,000+
- Avg. resolution (was 45 days)
- 12 days
- Higher citizen satisfaction
- 65%
Technologies Used
- React
- Node.js
- PostgreSQL
- Twilio
- Chart.js
The Challenge
Citizens in underserved areas had no formal mechanism to register complaints about public services. Existing complaint processes were opaque, slow, and lacked accountability. The IRC needed a transparent system to track and resolve civic issues.
Our Solution
We developed a multi-channel complaint management system allowing citizens to submit complaints via mobile app, web portal, SMS, or helpline. The system features automatic complaint categorization, priority assignment, escalation workflows, real-time status tracking for citizens, performance dashboards for administrators, and integration with local government departments for resolution tracking.
Key Results
10,000+ complaints registered and tracked in year one
Average resolution time reduced from 45 days to 12 days
Citizen satisfaction with complaint process improved by 65%
Transparent reporting led to improved government accountability