The problem
A request could not be followed from intake to decision. Citizens could not see status. Auditors could not reconstruct who approved what, and when. Staff worked the queue from inboxes.
What we implemented
We delivered a request-and-grievance portal with identity, status, and an evidence trail: intake, assignment, SLA clocks, approvals, and a public status view. Internal staff kept a working queue; citizens got a trackable service, not a black box.
Service and solution mix
- E-Governance solution
- Enterprise software
- Cybersecurity & governance
- Support & maintenance
Operating outcome
Every request acquired an owner, a clock, and an audit trail. Average time-to-first-response fell, and auditors could reconstruct a case from the system rather than from email searches.