Citizen Feedback Platform

Bespoke Software Development

GIZ

Period

2021

Project Overview

A web and mobile-based platform developed for GIZ and the Office of the Auditor General in Uganda to collect citizen feedback on public services. It includes features like photo capture and geolocation to enhance transparency and response times.

Objectives:

Develop a system to log and categorize citizen complaints, ensuring accurate recording and prioritization.
Implement workflows to assign complaints to appropriate departments for swift resolution.
Provide tools to monitor complaint status and ensure timely responses.
Facilitate communication between citizens and service providers to keep complainants updated.

Scope:

The project established a feedback collection system to gather public input on services across Uganda.
It integrated mobile interfaces to make feedback submission accessible to citizens in rural and urban areas.
The initiative deployed web interfaces to ensure users can provide input seamlessly from various devices.
It also created a centralized platform to consolidate feedback for analysis and action by government bodies.

Solutions Provided

Designed and developed a user-friendly web and mobile application to facilitate easy access for citizens to report issues, ensuring broad accessibility and usability.
Integrated features for capturing photos, text descriptions, and geolocation data to provide comprehensive information about reported issues, enhancing the quality of reports.
Implemented an automated triage system to categorize and prioritize reports based on urgency and type of issue, ensuring efficient handling of critical matters.
Set up a notification system to alert relevant staff members in real-time about new reports and updates, enabling prompt responses and action.
Ensured the app's compatibility with various devices and operating systems to maximize accessibility and user adoption across diverse user bases.

Outcomes and Benefits

Increased transparency by providing citizens with real-time updates on the status of their complaints and service requests.
Enhanced accountability by enabling government agencies to track and respond to issues promptly and efficiently.
Built public trust through consistent and visible follow-up on reported issues, demonstrating responsiveness and commitment.
Improved service delivery by identifying and addressing systemic issues through data-driven insights from citizen feedback.