Tell-Back Ceremony
The monthly council ends by telling every reachable complainant their fix is verified.
The job
Ends the council meeting by telling every reachable complainant about each verified fix. Shows their replies on a live map, reopens anything they say is still broken as a work order, and proves that telling people back cuts repeat contacts.
The moment
At the end of the monthly council, one approved button sends a message to every reachable citizen who complained, saying their fix has been verified.
Minutes later, a map of who has been told starts glowing district by district, and a wall fills with replies such as "thank you, first time anyone got back to me".
Two replies from one district say the problem is still broken.
Before the meeting ends, those replies become a work order with the roads supervisor's name on it.
What it does
- Tell back (the ceremony)
- Care reply to public reviewers
- Publish 'you said, we did'
- Reopen a fix and raise a work order
- Dispatch the work order
- Drill to complainants or replies
What you see
A council ceremony: fix cards, one approval-gated button, a live 'told' map with a reply wall, and a reopen queue that raises work orders
What it moves
Repeat contacts within 30 days among complainants who were told compared with those held back, how often each type of fix is reopened, and changes in satisfaction scores for those told.
Built for
- CX leaders & VoC
- Citizens & customers
