The scrutiny endured by public sector organizations grows on a daily basis; being responsive to the demands or complaints of citizens is critical to positive public perceptions.

Aithent Complaints Manager (ACoM) Automates the entire complaint lifecycle, efficiently processing each complaint through resolution ensuring the citizen’s satisfaction.

ACoM assists the government ombudsman official by presenting workflow and document management capabilities to help them improve relationships both with and for their citizens as well as their increasingly inter-connected yet geographically dispersed departmental agencies. ACoM ensures all complaints are registered and received by the responsible government individual, agency or department, efficiently processes the complaint to resolution within the business practices of the agency or department and most importantly, to the satisfaction of the citizen.

Aithent Complaints Manager

All citizen information can be imported and offer a comprehensive view of a citizen throughout the complaint review:

  • Streamlines processes and reduces costs

  • Automates claims based on insights from historical data and models

  • Supports examiner reporting with key metrics

Insure all complaints are registered and received, efficiently processed to resolution within established business practices to a citizen’s satisfaction and in compliance with applicable statues and laws.

Analytics Identify Patterns Enabling Preventative Measures

ACoM tracks and captures all citizen complaints whether lodged with a government agency or department from initial reporting through to final disposition. Multiple complaints by a citizen can be managed individually or grouped together as a single case across inter-connected departmental agencies. All related complaint life-cycle documentation is maintained and stored within the system where analytics can be applied to identify patterns and build highly efficient and effective preventative measures.

Key Features

  • Enterprise Complaints Manager Solution
  • Supports multiple divisions and services
  • Maintains a comprehensive data warehouse
  • Integrates with legacy systems
  • Automated workflows
  • Predictive analytics
  • Audit trail
  • Dodd Frank Act compliant

Empower your Ombudsman officials

By automating the ombudsman process, ACoM helps resolve complaints to the citizen’s satisfaction while capturing information about issues and resolutions in a centralized repository.