Complaint management
Register, track and resolve complaints with a complete audit trail.
Complaint & Grievance Management System
የድሬዳዋ አስተዳደር ከንቲባው ጽ/ቤት
Dire Dawa Administration Mayor Office
የቅሬታና አቤቱታ መረጃ ማደራጃና ማስተዳደሪያ ሲስተም
- Secure access
- Full case history
- Real-time reports
How it works
From complaint to resolution
CIMS supports the full grievance process of the Mayor Office in one reliable, secure and easy-to-use platform.
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Register
Complaints and complainer details are recorded with supporting evidence.
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Route & review
Cases move through the approval chain to the responsible office.
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Respond
Responses and decisions are documented and kept with the case.
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Report
Leaders follow progress with up-to-date reports and history.
Key features
Everything in one place
Tools that help staff handle every complaint efficiently, transparently and on time.
Evidence & documents
Attach and keep supporting files and recordings with each case.
Approval workflow
Clear approval chains across departments and office structures.
User & role management
Role-based permissions so every user sees only what they need.
Case history
A full timeline of every action taken on each complaint.
Analytics & reports
Real-time insight into complaint status, types and performance.
Our foundation
Vision, Mission & Values
Guided by commitment to good governance and public service.
ራዕይ / Vision
በአስተዳደሩ ዘላቂ የቅሬታ አፈታት ስርዓት በመዘርጋት በ2017 መልካም አስተዳደርን በልማት ለማረጋገጥ የሚደረገውን ጥረት የሚያግዝ ዳይሬክቶሬት ሆኖ ማየት፡፡
ተልዕኮ / Mission
ተገልጋዩ ህብረተሰብ ማግኘት የሚገባውን አገልግሎት እንዲያገኝ ክትትል ማድረግ፡፡ ከህዝቡ የሚቀርቡ የአገልግሎት ቅሬታዎችና አቤቱታዎችን ጥያቄዎችን ተቀብሎ በማስተናገድ መፍትሔ መስጠት፡፡
እሴቶች / Values
ተጠያቂነት እና ግልጽነትን በማስፈን የላቀ አገልግሎት እንሰጣለን፣ ለሙያ ሥነ-ምግባር ተገዢዎች በመሆን ለለውጥ ዝግጁ ነን፣ የህዝብ ለህዝብ ትስስርን እናጠናክራለን፣ በመቀራረብና በግልጽነት በመስራት የህዝብ ጥቅም እናስጠብቃለን።
Staff portal
ለተፈቀደላቸው ሰራተኞች ብቻ — Authorized staff only