Orphan Court
Complaints nobody owns get a hearing, a ruling and a permanent home.
The job
Finds complaints that fall between owners, decides once who owns each type of issue or place, and builds that decision into routing so the next citizen is not passed from one agency to another.
The moment
Complaints that no agency owns are reviewed like court cases. Case 47, "Who refunds a failed visa fee?", comes up for a ruling.
Each agency's own replies to citizens are set out as its position, and a ruling is made on who owns this type of complaint.
In one click, 612 complaints with no owner are moved to the agency that issued the visa, and intake routing is updated.
A week later, the count of unowned complaints of that type has fallen close to zero.
A map of the gaps between owners shows the city's worst street is the one dividing two municipalities: 212 reports, each passed back and forth 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
The share of complaints that have no owner or fall between two owners, and the share of complaints sent to the right place first time for each type of issue that has been ruled on.
Built for
- Compliance, complaints & legal
- CX leaders & VoC
- Frontline staff
- Operations
