Public sector
Point of view · Citizen services6 min read2026-09-24
Grievances are data: how departments can hear every citizen, in every language
Grievance portals made it easy to complain. Reading, routing and answering every grievance fairly is still mostly manual. Triage agents can do the reading and routing — while grievance officers keep every reply.
L0–L3impact-based priority levels in the triage engine our grievance triage reuses, with same-day escalation of critical cases