Government Service Ticketing Portal

The Challenge

Citizen submissions arrived through 6 different unconnected channels. Staff had no unified inbox. Submissions were routinely lost or unanswered for months. Ministry leadership had no data on submission volume, resolution rates, or staff performance. Audit requirements demanded a full traceable history of every citizen interaction.

What We Built

We built a citizen-facing portal with submission tracking and status notifications via SMS and email. Internal staff tools included a unified inbox, SLA tracking, and escalation workflows. An audit log captured every state change on every ticket. An analytics dashboard gave ministry leadership real-time reporting on volume, resolution time, and category breakdown. The system was deployed on a government-compliant infrastructure with end-to-end encryption.

The Outcome

Submission acknowledgment dropped from days to under 2 hours. Resolution rate within SLA improved from 41% to 87%. The ministry recorded over 120,000 citizen submissions in the first year of operation. Leadership for the first time had a real-time view of public sentiment and service performance.