TMA Town 2 Peshawar (IRC-supported): Complaint Management System case study

Local Government

The challenge

• Citizen complaints to the Town Municipal Administration were tracked on paper.
• Managers could not see which complaints were open, who owned them, or how long they took.

The solution

• Built a Complaint Management System and MIS with role-based access.
• Task assignment and real-time tracking of each complaint.
• An analytics dashboard for decision makers; domain and hosting included.

The results

• Every complaint is logged, assigned and tracked to resolution.
• Management sees performance at a glance, which makes the service more transparent and accountable.

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