Qalqilya & Beit Jala Municipalities — supported by VNG International
Customer Service & Complaints Implementations
Implementation of a complaints and customer service management system at Qalqilya Municipality and Beit Jala Municipality, commissioned through VNG International during 2025/2026, with each deployment configured to that municipality's categories, departments, workflows, and deadlines.
Context
Complaints, suggestions, and inquiries reached municipalities through several disconnected channels, making it hard to assign responsibility, meet deadlines, and report on service performance. Working with VNG International, Al-Ghassan is implementing a dedicated system at Qalqilya Municipality and Beit Jala Municipality, configured for each municipality's own categories, departments, and service levels.
Key areas
- Complaint, suggestion, and inquiry intake
- Assignment and departmental workflow
- Deadlines, SLAs, and escalation
- Dashboards and performance reporting
Implementation activities
- Mapping categories, departments, and workflows with each municipality
- Configuration per municipality, deployment, and staff training
- Integration with municipal systems where applicable
What we delivered
- Implementation of a complaints and customer service system at Qalqilya Municipality and Beit Jala Municipality, supported by VNG International
- Intake of complaints, suggestions, and inquiries with categories, forms, and attachments or supporting evidence
- Assignment and routing to the responsible department, with a departmental workflow to closure
- Deadlines and service levels with escalation when a case is overdue
- Notifications to citizens and staff along the case lifecycle
- Dashboards and reporting on volumes, categories, turnaround, and departmental performance
- Integration with the municipality's other systems where that was part of the scope
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