Complaints Management

Regulatory legislation are changing the way that governments are required to process and respond to feedback from its citizens.  A typical complaint response will require a host of communications, correspondence and workflows to gather all the material needed to fulfill the inquiry.  In addition, ensuring processes are adhered to, approvals received where required, and correspondence records effectively stored are key aspects of a best practice case management workflow.

Intelledox and its partners have jointly developed a leading Complaints Management solution that leverages the power of enterprise workflow and integrates the dynamic document generation and the smart web forms capability of Intelledox.

As a citizen enters the Complaints Management portal, a dynamic Intelledox smart web form is triggered, which guides them through the process of registering a complaint – name, address and complaint details etc.  Once submitted to the agency, a confirmation document is emailed to the citizen containing receipt number, a copy of the complaint details and other legally required information.

Throughout the workflow process, Intelledox is automatically triggered to generate the required documentation for that individual complaint as necessary, ensuring all unique and core communications are 100% accurate, consistent and compliant.

Following any document generation, the workflow engine triggers Intelledox to automatically push any newly acquired information back into corporate document repositories to be used at a later date.   

At any stage in the process the citizen can revisit the Complaints Management portal and enter the receipt number to view its progress or append further information to the case.

• Real-time, interactive two way collaboration with citizens
• Portal based smart web forms that allow citizens and agency staff to verify existing information or modify where applicable
• An easy linking of line-of-business data sources, including mainframe systems
• The production of accurate, timely and engaging case specific responses
• Confidential delivery processes
• An easily implemented and flexible and centrally maintained solution
• Content and processes that are owned by the line of business owners

Make your Complaints Management solution interactive, with Intelledox.

If you are seeking a tailored complaints management solution for your agency, contact us so we can assess your business needs and discuss any custom requirements with you.