Citizen Grievance & Service Request Portal

The authority was managing citizen complaints through a mix of paper registers and a shared inbox, with no reliable way to track what was open, overdue, or resolved. We built a public portal where residents log a request in under two minutes, track its status, and get notified at each stage, backed by an internal dashboard that routes each request to the right department automatically.

The rollout included staff training and a three-month parallel-run period alongside the old process, which meant the switch happened with no gap in service.