Complaint Handling Mechanism and Tracker for Services

A system developed for services to be more responsive to resident feedback and increase civic participation.

An easy to use dashboard for service staff to receive resident reports and track them through to resolution

How Complaint Handling Mechanism Works

Improve Services through Civic Participation

We created an innovative Complaint Handling System, currently in use among public agencies in Indonesia, that allows residents to easily report complaints and aspirations regarding public services, and includes a custom dashboard for the responding agency to manage and resolve complaints.

Programs

Complaint Handling Mechanism Features

Submit Reports or Needs from The Ground

Clients and Residents can easily, through a few clicks, report a problem, suggestion or offer appreciation

Dashboard to Track and Resolve Reports

Staff within the public agency can easily track incoming complaints, assign responsible staff, and resolve and respond to the issue using the simple dashboard

Impact

The Impact of Atma's Complaint Handling Mechanism

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Say AtmaGo addresses the need for news sharing & reporting tools in the village, between the village office, officers, and community

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Officials embraced feedback from residents as a way to improve services

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Say they changed their behavior to report local conditions and stay connected to the village office through AtmaGo

Highlights

Announcing the Atma Connect Impact Report 2024

July 21, 2024

To provide you with a quick recap of 2023 and a look ahead, see Atma Connect’s new impact report. You’ll find highlights of Atma’s work creating platforms and engaging communities, ...

Atma Connect and Indonesian Red Cross Hold Disaster Evacuation Training

June 17, 2024

Atma Connect and the Indonesian Red Cross, known as PMI, held disaster evacuation training with volunteers in Sukabumi, Indonesia, with Atma and the Internet Society Foundation. Kompas TV, a nationwide ...

Atma Connect Creates New Platform to Connect & Empower Grassroots-led Environmental Justice Across the US

May 13, 2024

Here’s an update on Atma Connect’s 5-year partnership with ISC and USEPA to empower environmental justice via tech and community engagement among grassroots organizations. (See Atma’s 2023 press release.) Grassroots ...

Improving Economic Opportunity for Women Entrepreneurs: An AtmaConnect update

April 3, 2024

Here are updates by Raka Ibrahim from Atma Connect’s 24-month program to improve digital literacy and economic opportunity for women entrepreneurs in Indonesia. The work is being done under a ...

Internet Resiliency in Disaster Response

February 12, 2024

At Atma Connect, disaster resilience is core to our mission. The team is underway on a project to help several communities prone to natural disasters become disaster resilient — and ...

Fostering Community and Support in Ukraine in a Time of Crisis

November 30, 2023

In a remarkable initiative, Atma Connect reached out and fostered community and support for more than 200,000 Ukrainians over the last year. Atma took our “neighbors-helping-neighbors” infrastructure, which has reached ...

Training the Trainers to Empower Women Entrepreneurs

November 20, 2023

Atma Connect, a leader in empowering locally-led change, has begun work to empower women entrepreneurs in the city and regency of Serang in Indonesia. The work kicked off with a ...

Atma Partnering with Frontline Communities in Puerto Rico on Safe Water Quality Project via EPA Environmental Justice Grant

November 8, 2023

Atma Connect, a Puerto Rico and U.S. non-profit public interest organization, will work with community leaders and residents to improve water quality and health in Puerto Rico via an innovative ...