Case Study - Building a complaints and feedback system for improve service delivery

Client

Danish Refugee Council (DRC) is Denmark’s largest NGO and a global leader in addressing forced displacement. Operating in 40 countries, including Turkey, DRC is dedicated to supporting refugees and displacement-affected communities by providing protection, advocacy, and sustainable development.

Opportunity

The DRC Turkey team aimed to digitize its Feedback and Complaint Response Mechanism (FCRM) to streamline how feedback and complaints are captured, tracked, and reported. This initiative sought to standardize processes, improve case handling, and enhance reporting for better decision-making and accountability across multiple programming sectors.

Approach

We worked closely with the DRC team to design and implement a digital Feedback and Complaints Response Mechanism (FCRM). This included creating digital FCRM forms for capturing and logging feedback, and implementing role-based access for case triage, escalation, and resolution.

We developed a streamlined workflow for tracking cases from submission to closure, ensuring clear follow-ups and timely resolution. To enhance reporting, we integrated the FCRM with business intelligence tools for real-time dashboards and insights.

Finally, we provided training and ongoing support to ensure the DRC team could effectively operate and manage the new system. This approach created a user-friendly, efficient FCRM system tailored to the DRC’s needs.

Outcome

The project delivered:

• Clear user requirements and mapped user journeys.
• A fully developed, configurable FCRM system tailored for DRC’s needs.
• Comprehensive training and ongoing support for DRC staff to maximize the system’s impact.

This enhanced FCRM system allows DRC to ensure consistent and efficient feedback handling, improving accountability and fostering stronger trust with the communities it serves.

Technologies used