Ethiopia’s civil service grievance handling was manual, opaque, and ineffective—leading to citizen frustration, rights violations, and poor institutional accountability.
A national, cloud-based platform that automates complaint and appeal handling with secure submission, real-time updates, SLA tracking, and analytics dashboards across web and mobile.
Citizens now have a fair, secure, and transparent channel to report grievances, appeal decisions, and hold public institutions accountable—with visible improvement in resolution speed and public trust.
For decades, Ethiopian citizens voiced their frustrations over delays, corruption, discrimination, and neglect—but their complaints vanished into piles of paper or were ignored entirely. Without structure or follow-up, citizen feedback was lost, and injustice thrived.
The Ministry of Innovation and Technology (MinT), in partnership with 360Ground, envisioned a digital transformation: to turn Ethiopia’s grievance handling system into a responsive, transparent, and equitable digital infrastructure. The goal? To protect rights, resolve complaints swiftly, and empower citizens across federal institutions.
360Ground brought that vision to life with a robust platform designed for real impact—from the grassroots to top government oversight.
Broken Complaint Lifecycle
Citizen Disempowerment
Citizens self-register and submit complaints securely.
Cases follow smart, SLA-driven workflows with status tracking.
Appeals support document uploads with unique case IDs.
Dashboards show resolution times and SLA compliance.
Experts manage assigned cases and submit responses.
Departments handle resolutions and analyze trends.
Management reviews SLA performance and approves outcomes.
Parliament accesses national-level reports and comparisons.
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