Turnaround is the metric
Not throughput — how long a citizen waited, and whether anyone could tell them why.
What happened to my complaint?
In civic administration that question has legal weight. Requests are classified, routed to the desk that owns them, tracked against an SLA and closed with a record built to answer an RTI query years later.
Deployed with CIDCO and adjacent authorities.
Production
Civic authorities
RTI & CAG
Ready records
OEM
Government-certified
The picture
From intake to the record.
Classified, routed to the owning desk, tracked against an SLA, and closed with a trail built to answer an RTI query years later.
How a request moves
From submission to a record that survives RTI.
Select a stage for what happens in it and what is recorded — the trail is the deliverable here.
Detailed view
Citizens do not use one channel.
Requests arrive by portal, phone, email, walk-in and paper, and a system that only counts the digital ones understates the queue. Everything is normalised into one queue on arrival, in the language it was submitted in.
- Portal, phone, email, walk-in and paper
- Handwritten submissions read
- Regional languages handled natively
- Duplicate submissions linked, not double-counted
- Timestamped from genuine arrival
- Acknowledgement issued immediately
Detailed view
To the desk that owns it, first time.
Department, ward and priority determined automatically. Misrouting is the largest single source of delay in civic complaint handling, and every hop adds days a citizen experiences as silence.
- Department and ward determined from content
- Priority assigned against your criteria
- Misroutes detected and corrected
- Ownership explicit at every moment
- Escalation before an SLA breach, not after
- Reassignment recorded with reason
Detailed view
A clock on every request.
Turnaround is what a citizen and an auditor both measure. The clock runs from arrival and escalation happens before the deadline rather than being reported after it.
- Clock from genuine arrival, not from triage
- Escalation ahead of breach
- Status answerable at any moment
- Resolution recorded with evidence
- Reopened requests linked to the original
- Performance visible per department and ward
Detailed view
The record is the deliverable.
An RTI request can arrive years later. The trail is built for statutory response formats from the first deployment, because an audit trail cannot be reconstructed retrospectively.
- Every action timestamped and attributed
- Structured for RTI response formats
- CAG-ready financial and process trails
- Retention under statutory requirements
- Exportable without our involvement
- Survives staff turnover entirely
Detailed view
Citizens do not use one channel.
Requests arrive by portal, phone, email, walk-in and paper, and a system that only counts the digital ones understates the queue. Everything is normalised into one queue on arrival, in the language it was submitted in.
- Portal, phone, email, walk-in and paper
- Handwritten submissions read
- Regional languages handled natively
- Duplicate submissions linked, not double-counted
- Timestamped from genuine arrival
- Acknowledgement issued immediately
This is for you
This is for you if
- Citizen requests arrive through more channels than anyone tracks
- Nobody can say where a complaint is without asking three desks
- Reporting for an audit means reconstructing months of activity
- Records must survive an RTI request, not just close a ticket
If none of these are true we are probably not the right call yet, and we will say so. The complaint category that generates the most follow-ups, roughly its volume, and what happens when it is late. Describing that on a call tells us more than a departmental review would — no records, no exports, no NDA needed.
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