Complaint Management Software and Implementation Services

Project Description: The Great Lakes Water Authority (GLWA) Organizational Development (OD) Group is responsible for maintaining all records related to union grievances and employee complaints that are reviewed and investigated by GLWA. The records include detailed and confidential documentation such as statements, investigative notes, exhibits, correspondence, and reports. Currently this information is maintained manually.
OD is requesting a digital platform to manage the workflow of grievances and complaints where there is a cross-functional search/reference for such matters; information gathered and maintained is standardized; and reports/statistics can be generated. This system would allow union members and employees to bring forth grievances/complaints in a uniform approach and the ability to directly assign matters within the OD team.
Internal OD processes will need to be defined to take full advantage of the system’s functionality. Additionally, the organization will require training on the purpose and use of this system.