Complaint management software for local government

UsefulFeedback’s complaint management software for Local Government is designed specifically for feedback case managements needs of local government. This covers statutory and corporate complaints, compliments, MP and Councillor enquiries and other feedback. An easy to use, cost effective and intuitive system, UsefulFeedback makes it easy to capture, manage and report on complaints, comments and informal feedback regardless or where and how the customer contacts the organisation.

Local government organisations, 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 the local authority itself, but about all its network of partners, arms-length agencies and other external service providers.

By using UsefulFeedback for Local 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 Local Government enables 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.

UK G-Cloud

We offer services on the Digital Marketplace (formerly known as Cloudstore). We offer 3 services:

• Processing OFFICIAL data (and holding a Pan Government Accreditation from CESG for this)
• Processing other data
• Implementation Services

Industry features

Industry features include:

• Capture full accurate and standardised information
• Streamline and automate your correspondence handling process by utilising individual workflows for differing departments
• Empower external service providers to collaborate in the drafting of responses
• Comprehensive management reporting to identify areas of concern, underperforming departments or service providers

Core functionality

Core functionality includes:

• Minimal training required – powerful tools delivered to those staff regularly handling correspondence and a simple email and web form based interface for all other staff less frequently involved in complex processes
• Easy to use contact management interface – giving staff the tools to quickly and efficiently capture correspondence 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
• Root cause analysis – comprehensive and industry-specific root cause classifications supported by threshold alerts are included allowing you to 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 Local Government for managing complaints logged by elected officials on behalf of their constituents. UsefulFeedback includes 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.

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)

Click here to book a demo of UsefulFeedback’s complaint management software for local government