One solution that handles them all
UsefulFeedback! for Government is designed specifically for the complaint handling and complaint managements needs of government.
An easy to use, cost effective and intuitive system,
UsefulFeedback!, complaints management for government, makes it easy to capture, manage and report on complaints, comments and informal feedback regardless or where and how the customer contacts the organisation.
Government bodies and agencies, with their many directorates and departments, need a system that allows them to be consistent and efficient. It has to foster collaboration and give transparency of information across the organisation. It needs to deal with complaints and feedback, not just about government organisation itself, but about all its network of suppliers too.
By deploying
UsefulFeedback! for Government, you'll have the technology and methodology to capture and manage your citizens' complaints in a unified and consistent manner, regardless of which part of the business the citizen decides to contact. The software will enable you to handle the process efficiently as well as give you a thorough understanding of their issues by allowing you to analyse and track feedback, complaints, enquiries and service requests.
UsefulFeedback! for Government can enable you to rollout standard complaint management policies across your organisation. And what's more, the data that is collected is organised in such a way to make analysis easy, providing a fast and convenient way to demonstrate service levels and drive organisational learning.
Industry features
- Capture full accurate and standardised information
- Streamline and automate your complaints handling process by utilise individual workflows for differing departments
- Empower external service providers to capture and resolve complaints, issues and concerns
- Comprehensive management reporting to identify areas of concern, underperforming departments or service providers
Core functionality
- Enterprise-wide - rich tools delivered to those staff regularly handling customer feedback but simple email and web form based interface for all other staff less frequently involved in feedback processes - dramatically reducing training needs
- Online contact forms - allowing customers to quickly and simply report issues from your website
- Social media interaction - assess, analyse and respond where necessary to customer comments found across a variety of social media sites
- Easy to use contact management interface - giving staff the tools to quickly and efficiently capture feedback and track progress on behalf of a customer
- Automated case assignment - customer cases are automatically routed to relevant team for prompt handling and resolution
- Intelligent workflow - prompting case handlers to carry out the right action at the right time
- Multi-lingual correspondence templates - giving case handlers the ability to correspond by email or by letter in the customer's own language
- Root cause analysis - comprehensive and industry-specific root cause classifications supported by threshold alerts are included allowing you to make a quickly understand and address underlying causes
- Geodata options - cases can be linked, using a map interface, to a specific location - providing a wealth of opportunities for improved management of area-based case loads and better understanding of customer issues
Elected Members Portal
We recognise that there are different processes within Government for managing complaints logged by elected officials on behalf of their constituents and have developed an integrated Elected Members Portal that allows elected members to submit and track complaints and enquiries.
For further information on the integrated Members Portal,
contact us.
Citizen Advocacy Portal
The voluntary sector has an important role to play in submitting and advocating the concerns and enquiries of its clients to Government organisations. As such, we have developed an integrated Citizen Advocacy Portal that allows organisations such as the Citizens Advice Bureaux, Community Groups, Community Law Centres etc to submit and track complaints and enquiries on its client's behalf.
Current available configurations
- District Council (England, 2 stage or 3 stage)
- Unitary Council (England, 2 stage or 3 stage)
- County Council (England, 2 stage or 3 stage)
- Local Council (Scotland)
- Local Council (Wales, bilingual version)
For further information on the integrated Citizen Advocacy Portal,
contact us.
To find out for yourselves, why not try the
Government complaints management 30 day free trial