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Online Complaints

 Start date September 2011  End date   December 2012
  • Ministry of Industry, Trade, Investment and the Digital Economy:
  • Assistance with contracting and project management 

The project aims to create a channel for citizens allowing them to submit claims to municipal officials according to their areas of expertise


  • 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


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

Design / Development

100 %      

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%