Orphan Court
Complaints nobody owns get a hearing, a ruling and a permanent home.
The job
Find complaints that fall between owners, rule once who owns each class of issue or place, and make the ruling stick in routing so the next citizen is never bounced.
The moment
Case 47, Who refunds a failed visa fee?, is called on the big screen; each agency's own replies to citizens are read aloud as its claim, and the ruling lands before the 30-second timer runs out. 612 orphan complaints re-home to the issuing agency in one click. A week later the docket's counter for that class reads zero, and the seam map shows the city's worst street is the one dividing two municipalities, with 212 reports, each bounced twice.
What it does
- Rule ownership
- Re-home orphans
- Draft redirect and apology
- Assign lead owner to a place
- Update intake routing note
What you see
Court docket with case files, a gavel ruling that becomes a numbered precedent, a live session mode on the wall, and a seam map with glowing borders
What it moves
Orphan share of complaints (complaints with no owner or on a seam) and the right-first-time routing rate per ruled class
Built for
- Compliance, complaints & legal
- CX leaders & VoC
- Frontline staff
- Operations
