The user selects a general complaint type and sub-type on a citizen's portal. They then enter their address, name, and contact details to start a three-step complaint process. The user further details the complaint by selecting options related to the complaint type. When submitted, the case is automatically created and assigned to an officer, who manages it, notifies the complainant of action through email with a link, and closes the case if feedback is positive.

2. From the citizens portal, the user first selects a general complaint type.

3. Next, he choses a complaint sub type.

4. The three-step complaint process starts by entering address information.

5. As the user starts typing his street address, a predictive search dropdown appears.

6. Next, the users name and contact details is entered.

7. The user then selects further details about the complaint. The choices vary according to which complaint type he has selected.

8. As the complaint is submitted, the case is automatically created and assigned to a case officer in GE.

9. The case officer manages the case in GE, and when action has been taken, sends a notification to the complaintant through a web page.

10. The complaintant receives an e-mail with a link to the case officers reply.

11. If the citizen chooses to close the case based on the case officers reply, they are prompted for optional feedback. The case is then closed in GE.