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woodfrog
AI
Public sectorUse case, no client result

Clear the citizen grievance backlog before it becomes a headline.

Grievances reach you through the portal, by email, on paper and through the helpline. Each one has to be read, sent to the right department and answered. Many go to the wrong desk and wait weeks. The backlog grows until a citizen, a newspaper or a minister asks about it. A triage agent reads every grievance the day it arrives, so your officers spend their time resolving them.

One day's grievancesSchematic
3×Target return in 12 months
Week 1Fixed-fee audit
6 weeksTo the first live result
3Senior people on the work
TypeUse case: what we build, not a client story
ForDepartments, municipal bodies and public agencies that handle citizen grievances across several channels
EngagementWeek 1 audit, then build in about six weeks, fixed scope, fixed fee
Runs onClaude, with your grievance portal, email and records, in your own cloud
Before and after

From a pile of grievances to a queue officers can clear.

Before
  • Grievances spread across portal, inbox and paper
  • Each one read and routed by hand
  • Many sent to the wrong department, then sent back
  • Nobody can say how old the oldest one is
After
  • Every grievance read on the day it arrives
  • Sorted by department and urgency, with the reason shown
  • Routing and reply drafted for an officer to approve
  • A live view of every open grievance and its age
The problem

The backlog is a sorting problem first.

Most grievances are not hard to resolve. They are hard to reach. Before anyone can act, someone has to read the complaint, work out which department owns it, judge how urgent it is and pass it on. That work is done by hand, across several channels, by a small team. When a grievance lands on the wrong desk it goes back into the queue and starts again. Weeks pass, and the citizen hears nothing.

Bundles of paper files tied with string, stacked high
Every grievance waits to be read
What was broken
  • Grievances arrive through the portal, email, letters and the helpline, and nobody sees them all in one place.
  • They come in English, Hindi and regional languages, typed, handwritten or scanned.
  • Routing is done by hand, so a grievance often reaches the wrong department and is sent back.
  • Urgent cases, such as a safety risk or a lapsed deadline, look the same as routine ones in the queue.
  • The same complaint is filed several times, and each copy is worked on separately.
You might be here if
  • Your grievance backlog is measured in weeks.
  • Your officers spend their day reading and forwarding.
  • Citizens file the same complaint again because they heard nothing.
  • You learn about a stuck grievance when it reaches the press.

Why it mattered. A grievance left unanswered costs twice: in staff time, and in public trust that is slow to win back.

The approach

Let the agent sort. Let officers decide.

We start with your grievances. In Week 1 we take a sample of real ones and write down how your team decides which department owns each kind of complaint, what makes one urgent, and what a good reply says. That becomes the agent's job: read, sort, check and draft. It never sends a reply or closes a grievance on its own. A named officer approves every routing and every reply, and sees the reason the agent gave.

An officer at a desk reading and signing off a document
A named officer approves every reply
What comes in
Portal and email
Letters and helpline notes
Department rules
woodfrog method
Read and sortBy department and urgency
CheckRepeats, deadlines, missing details
DraftRouting and a reply
What changes
Right desk the first time
Urgent cases seen first
An officer approves each one
Backlog cleared, not hidden
Deliberately not doneLetting the agent send a reply or close a grievance on its own
Officers approve every routing and reply. Claude reads, sorts, checks and drafts.schematic
The solution

A triage agent in front of every grievance desk.

What we build
  • One intake for every channel: portal, email, scanned letters and helpline notes, read into one queue on the day they arrive.
  • Sorting by department and urgency, using the rules your team already follows, with the reason shown for every choice.
  • Checks for repeat complaints, missing details and grievances close to their deadline, so nothing urgent waits behind routine work.
  • A drafted routing note and a drafted reply to the citizen, in the language they wrote in.
  • An approval screen where a named officer accepts, edits or changes every routing and reply, and every change is kept.
  • A live view of the backlog: open grievances by department, by urgency and by age, so the oldest are never out of sight.
Built on Claude by woodfrog, an Anthropic Certified Services Partner. Grievances stay in your own cloud, personal data is masked where it is not needed, and nothing is sent or closed without a named officer's approval.
How it would runIt starts with one channel and a few departments, then adds more. Operate is open-ended and drawn at one week only to fit.
The controls

Every step can be checked, and stopped.

Built into the agent
Trace to sourceEvery routing and reply links back to the grievance text it came from.
Rule checksYour routing and urgency rules are applied to every grievance and logged.
Confidence scoreLow-confidence cases are flagged for a closer look by an officer.
Stop buttonAn officer can pause the agent at any time. Work carries on by hand.
In our public-sector case study, eight AI agents went live in citizen services with a trace to source, rule checks, a confidence score and a stop button each, and 0 audit gaps. The same controls come with this agent.
The impact

What we would measure.

Where a grievance waits, before and afterSorting and drafting move to the agent. Approving and resolving stay with people.
Schematic, no values
Bar lengths show the shape of the change, not a measurement. We measure your own waits in Week 1.
What we would measure on a real engagementWhat we would measure
Time from grievance in to right departmentPer grievance, by channel
Grievances open in the backlogAnd how long the oldest has waited
Grievances sent back for wrong routingBefore and after the agent
Routings and replies changed by an officerTracked, so the agent is checked every day
Return on the workTarget: at least 3× within 12 months, measured on your own numbers
An officer at a service counter helping a visitor
Every citizen gets an answer
Clear the grievance backlog.A short call, or record a message. A person replies within one business day.
Contact usCertified Services Partner, Claude Partner Network