Complaints Management System by ITS

Intalio Complaints Management System is an enterprise-grade solution built on the Intalio ECM Platform that enables government entities and public organizations to receive, manage, and resolve complaints submitted by the public through digital channels.

The system provides a unified and structured environment to capture complaints online, automatically classify them based on type and priority, route them to the appropriate departments, and manage investigation, review, and resolution processes. It supports the formation of committees to study complaints, issue findings, and produce formal reports, ensuring transparency, accountability, and efficient handling of public feedback.

Intalio Complaints Management System – Key Features

· Online Complaint Submission: Allows citizens and stakeholders to submit complaints electronically through web portals and integrated digital channels.

· Automated Complaint Classification: Automatically classifies complaints based on predefined categories, urgency, and rules to ensure proper handling.

· Workflow-Driven Case Handling: Routes complaints to the appropriate departments using configurable workflows for review, investigation, approval, and resolution.

· Committee Management: Enables the formation of committees to review complaints, conduct investigations, and issue recommendations or decisions.

· Investigation & Reporting: Supports documenting investigation outcomes, uploading evidence, and generating structured reports and findings.

· Status Tracking & Follow-up: Tracks complaints from submission to closure with full visibility into status, actions taken, and timelines.

· Notifications & Communication: Sends automated notifications and updates to complainants and internal stakeholders at key stages.

· Dashboards & Analytics: Provides real-time dashboards and reports on complaint volumes, resolution times, trends, and performance indicators.

· Document & Evidence Management: Securely stores all related documents, correspondence, and attachments within the ECM repository.

· Security & Access Control: Role-based access, full audit trails, and data protection to ensure confidentiality and compliance.

· Enterprise Integration: Integrates with other government and enterprise systems such as correspondence, case management, and reporting platforms.

Value for Enterprise & Government Organizations

· Enhances public trust and transparency

· Ensures structured and timely handling of complaints

· Improves accountability and governance

· Reduces manual effort and processing delays

· Enables data-driven insights into public feedback and service quality

· Supports regulatory compliance and audit requirements

· Leverages a scalable ECM-based platform for future growth