The Challenge
The California DOJ Public Integrity Unit (PIU) faced growing volumes of complaints but relied on spreadsheets, emails, and manual intake processes to manage them. This approach led to duplicate data entry, delayed assignments, inefficient tracking, and inconsistent reporting. Supervisors lacked real-time insight into workloads, and complainants had limited visibility into the status of their cases.
The Solution
Quartech configured the Q-CMS Complaint Management Solution, built on the proven VISION framework, to transform how Cal DOJ handled complaints. The system introduced structured queues, automated routing, webform integration, and powerful reporting dashboards. Mobile access and supervisor tools ensured complaints could be triaged, assigned, and tracked in real time.
Key features included:
- Automated Intake & Webform Integration to capture and route complaints consistently.
- Complaint Queues & Prioritization for streamlined workload management.
- Supervisor Dashboards & End-of-Day Reporting for accountability and oversight.
- Mobile Access enabling investigators and supervisors to manage cases anywhere.
- Letter Management & Notifications to improve communication with stakeholders.
The Results
The modernization delivered measurable improvements:
Faster complaint handling
by eliminating manual data entry and delays.
Improved accountability
with audit trails, dashboards, and transparent case tracking.
Streamlined communications
through automated letters and notifications.
Enhanced efficiency
across the PIU team, freeing staff to focus on resolution rather than paperwork.
Why It Matters
By implementing Q-CMS, the California DOJ transformed a manual, paper-heavy complaint process into a modern, scalable, and transparent system. This solution not only improved efficiency and oversight but also strengthened public confidence in how complaints are managed and resolved.
