A public sector organization handling consumer complaints had 4,000 employees managing cases manually. Complex legal requirements, data protection laws, and relationship tracking made every case a potential compliance nightmare.

Here’s how we transformed government complaints management into a streamlined, compliant, and customer-centric operation.

The Challenge

A large public sector organization responsible for helping consumers who had been scammed needed to transform their complaints management system. The existing manual processes couldn’t handle the complexity of legal requirements, data protection, and relationship tracking needed for effective case management.

The Core Issue:
4,000 employees were managing complaints manually with complex eligibility criteria, legal requirements around data sharing (especially for divorced couples), and no systematic way to track case histories or outcomes.

The Regulatory Complexity:
GDPR compliance, relationship tracking (divorced couples couldn't share data), eligibility determination, and audit trail requirements made every case legally complex.

The Solution

Our Approach:
Complete digital transformation with intelligent case routing and compliance automation.

The Innovation:
Omnichannel complaints platform with voice recognition, automatic eligibility checking, and intelligent case routing — revolutionary for government services at the time.

Key Components Delivered

• Omnichannel Interface
  Email, post, phone, and chat all feeding into unified case management.
  
  
• Voice Recognition System
  Automated caller identification for repeat interactions.
  
  
• Intelligent Eligibility Engine
  Automatic determination of case validity and routing.
  
  
• Guided Workflow System
  Step-by-step case handling with built-in compliance checks.
  
  
• Comprehensive Audit Trail
  Complete case history for regulatory reporting.
  
  

The Results That Mattered

Quantified Business Impact:

• Case Processing Speed:
  Dramatic reduction in case handling time.
  
  
• Compliance Accuracy:
  100% adherence to data protection and legal requirements.
  
  
• Customer Experience:
  Seamless multi-channel access with no repeat information requests.
  
  
• Employee Efficiency:
  Guided workflows reduced training time and improved consistency.
  
  

The Real Victory

Transforming government service delivery to be citizen-centric while maintaining strict legal compliance and providing employees with tools that made their important work more effective.