Business Challenge
The office was handling incoming complaints through printed forms, emails, and in-person visits. This manual approach caused delays, inconsistencies in documentation, and difficulty tracking case progress. The team needed a digital platform that would:
- Let citizens submit complaints and attach supporting documents online
- Guide users through complex complaint types with clear, structured forms
- Allow applicants to track the status of their submission
- Provide secure access to case files for multiple roles, including legal advisors and internal reviewers
- Ensure compliance with state-level document handling standards, including official registration and archiving via an EDMS
Solution
The client required a digital solution to streamline the end-to-end handling of public complaints related to education — from initial submission through resolution and archiving. Previously, most submissions were received via physical documents, email attachments, or in-person visits. Processing involved labor-intensive tasks such as printing, scanning, manual case number assignment, and status communication by phone or email. This led to operational inefficiencies and made it difficult to maintain oversight of each case’s progress.
In collaboration with the ombudsman’s office, we developed a system that allows citizens to submit structured complaints online using dynamic forms tailored to specific issue types. Users can upload supporting documentation, receive a unique case number upon submission, and monitor progress through a secure personal dashboard. They also have the option to provide additional comments or attachments as their case evolves.
On the administrative side, staff can review, assign, and annotate cases, with role-based access ensuring that case handlers, legal advisors, and registrars interact only with the information relevant to their responsibilities. Complex cases requiring legal review can be escalated within the system. Once a decision is finalized, the case is automatically registered in the national electronic document management system (EDMS) via integration with Megapolis.DocNet — eliminating the need for duplicate entry or paper-based workflows.
The platform was designed to reduce manual workload, improve traceability, and provide greater transparency for both citizens and internal stakeholders throughout the complaint resolution lifecycle.
Key features include:
- 📄 Dynamic e-application form with smart validation and multi-step guidance
- 🧾 Case tracking system with real-time status updates and reference numbers
- 🔐 Secure document upload and user consent management
- 👥 Role-based access for ombudsman staff, legal advisors, and case reviewers
- 🔁 Automated workflow routing and escalation logic
- 📂 Integration with national document management software (EDMS) for official registration, archiving, and internal circulation of cases
- 🌐 Mobile-responsive design
Project Stages
- Requirements Gathering: Mapped case flow, document handling, and approval paths
- Form & Workflow Design: Created adaptable submission logic based on case categories
- Integration Phase: Connected the system to the national EDMS and internal communication layers
- Testing & Deployment: Piloted internally, then launched for public use with multilingual support
Business Outcomes
- 100% of complaint submissions now digital, including signatures and supporting files
- Secure user accounts with full audit logs and permission control
- Improved transparency for applicants with automated tracking and reference numbers
- Seamless registration and archival into national EDMS with no manual intervention
- Optimized case handling and internal review through automated routing rules
Technologies Used
- Vue.js: Dynamic multi-step forms and staff interface for case processing
- Laravel: Backend case logic, user authentication, and role permissions
- PostgreSQL: Structured data storage for applications, actions, and user roles
- REST APIs: Internal service and EDMS integration
- OAuth 2.0 / JWT: Secure login and session management for staff and users
- ReCAPTCHA: Protection against spam and bot submissions
- EDMS API – Megapolis.DocNet: Integration with official national document workflow
Need a Similar Solution?
Need to modernize a government complaint or case handling process? We develop secure, user-friendly platforms that streamline submissions, document flows, and internal casework for public service teams. Let’s connect!
