Online Complaints
| Start date | September 2011 | End date | December 2012 |
|---|---|---|---|
| Owner |
|
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| Context |
The project aims to create a channel for citizens allowing them to submit claims to municipal officials according to their areas of expertise |
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Aim:
-
Set up access for the citizen to:
- Follow the progress of a complaint
- Terminate a complaint
-
Set up the back-office to:
- Show progress of complaints
- Access dashboards
Expected benefits
-
For the citizen:
- Avoid travel
- Measure the effectiveness of the commune
-
For the commune:
- Improve its image
- To be more reactive on managing incidents
Achievements
December 2011
- Functional specifications
- Development of the solution
- Hosting of the solution by MICNT
March 2012
- Pilot deployment
- Feedback on experience
- Generalisation of the deployment
Success indicators
| Type | Indicator | Target value | |||
|---|---|---|---|---|---|
| 2011 | 2012 | 2013 | 2014 | ||
| Implementation |
Design / Development |
100 % | |||
| Use |
Number of communes using the service |
3 | 30 | 100 | |
| User satisfaction |
% of citizens satisfied with the service (with no complaint), measured through an online form |
60% | 70% | 80% | |
|
Administrational effectiveness |
% of citizens satisfied with the treatment of their complaints |
40% | 50% | 60% | |
