The challenge
The Government of Malta required a holistic complaint logging and management service.
The main aim of the system was to build a new relationship between Government and the public, putting into practice a policy of transparency and accountability.
The approach
Alert Communications created a Customer Care Portal and bespoke web application through which registered users are able to create new incidents and track the current status of previously posted incidents. The application involves a notification system that updates the user or the people involved in the incident with the complaint’s current status.
Once a suggestion, complaint or a request is submitted, a reference number is automatically displayed for the citizen to note. Through this reference number, users can follow the progress of their request or complaint on the same Website, by clicking on the 'fiex wasal' section.
A back-end mechanism allows the management of logged incidents. The customer care system enforces a workflow system which electronically links most Public Sector organisations including all Local Councils, Ministries, the Police Department, Authorities and Corporations as well as a number of departments. The resulting technological network enables live communication and transferring of data (in the form of complaints, suggestions and requests for information) between all the connected entities.
The Customer Care System went through the full software development cycle as specified by MITA and is also FITA compliant.
The result
The new service makes it much simpler for the public to air their views and communicate with government officials through the Internet from the comfort of their home or their office, rather than phoning or visiting various departments.
Around 400 public officials in various departments and other entities such as all the local councils in Malta and Gozo were trained to use the system and can handle requests for information, complaints, comments and questions submitted by the public.
The online service, Servizz.gov.mt was officially launched in November 2008. It can be accessed either through the main government portal, www.gov.mt, and by clicking on the Servizz.gov.mt banner or by directly going to www.servizz.gov.mt