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Issue
 Management
of multi channel citizens claims (paper,
e--mail, fax, phone, physical interviews) is
central but often complex. They are mostly
handled manually which has the effect of
slowing down treatment delay, to induce
forgetfulness, loss of documents and provoke
citizens dissatisfaction who expect a reply
in the time allowed (cf.
loi de sept. 2000).
How to deal with this reality in a simple
way and treat all claims with efficiency and
optimization of the citizen relationship ?
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Answer : Acropolis citizens claims
management
- Manage complaints coming from
different places (Town Hall Annex)
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Following claims since their arriv until
their treatment
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Digitisation of letters individually or by
batch
- Recordinf of mails, calls,
reports of physical interviews
- Manage circulation
of complaints between the departments
concerned by treatment
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Indexing by thesaurus and descriptors
(customer's type, reasons of complaints...)
- Classification
of complaints in
electronic files
-
Relationship between complaints and citizens
/ claims and answers
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Historic of citizens
relationships
- Archiving of claims
- Fast searches : multi
criterions, full text, depending on the
context...
- Acces to claims from any
computer with an internet connection or a
mail box
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