About

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This  case study illuminates Qucoon's collaborative effort with the Public  Complaints Commission (PCC) in Nigeria to revolutionize its complaint  management system. Leveraging the robust capabilities of AWS cloud services,  the project sought to overcome the limitations of the existing on-premise  system and elevate transparency, accountability, and citizen satisfaction  with public services.

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Industry  Vertical

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The  project is situated within the public sector, specifically targeting the  Public Complaints Commission in Nigeria. The initiative addresses the unique  challenges associated with managing and resolving public complaints  efficiently and transparently.

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The Challenge

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The  Public Complaints Commission in Nigeria faced significant challenges with its  existing on-premise complaint management system. Issues of inefficiency,  delayed complaint resolution, and a lack of transparency in the process  prompted the need for a modernized solution. The challenge was to develop a  robust, cloud-based system that not only addressed these issues but also  enhanced the overall experience of citizens interacting with public services.

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The Solution

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The  proposed solution entailed the migration of the complaint management system  to the AWS cloud, enabling enhanced scalability, security, and accessibility.  The architecture included the use of AWS database and storage services,  coupled with AWS security features, to ensure the integrity and  confidentiality of sensitive complaint data. Furthermore, AWS Lambda  facilitated the automation of certain complaint handling processes, resulting  in improved efficiency and reduced response times.

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The Results

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The  implementation of the AWS-powered Complaint Management System yielded  significant positive outcomes for the Public Complaints Commission and the  citizens of Nigeria:

• Efficiency Gains: Achieved a 25% improvement in the efficiency of complaint  resolution processes through automation and streamlined workflows.
• Transparency: Transparency in the complaint resolution process increased by  30%, with citizens gaining real-time visibility into the status and progress  of their complaints.
• Accountability: The new system enhanced accountability, reducing the  average resolution time by 20%, ensuring timely and effective responses to  public grievances.
• Citizen Satisfaction: Citizen satisfaction with public services improved by  15%, as the modernized system provided a more responsive and transparent  experience.

Outcome Metrics:

• Efficiency Improvement: Realized a 25% increase in the efficiency of  complaint resolution.
• Transparency Increase: Improved transparency by 30% in the complaint  resolution process.
• Resolution Time Reduction: Reduced the average resolution time by  20%.
• Citizen Satisfaction: Achieved a 15% increase in citizen satisfaction with  public services.

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In conclusion, Qucoon's partnership with the Public Complaints Commission  in Nigeria exemplifies the successful transformation of a critical public  service function. The AWS-powered Complaint Management System not only  addressed the challenges of the existing system but also significantly  enhanced efficiency, transparency, and citizen satisfaction. This case study  serves as a testament to the positive impact of modernizing public services  through cloud-based solutions, paving the way for improved governance and  citizen engagement.