DGTCP · Client Listening platform

The DGTCP receives complaints and claims from users about its services: payments, pensions, public accounting. Without a system, a claim gets lost between the desk that receives it, the department that should handle it, and the user waiting for an answer. Nobody knows where a file stands, how long it took, or what was answered, so the administration has no basis on which to measure its own service quality.

Three surfaces over a Django 5 API. A user files a complaint with no account, around the clock: they pick the service concerned, attach supporting documents, and leave with a ticket number and a reference code. They then track the file either publicly with that code or in a portal, signing in with a one-time code sent by email. On the administration side, a back office maps departments and their services, routes each ticket to the right agent, and follows the Submitted → Assigned → In progress → Resolved → Closed cycle, with status-change history and processing-time calculation. Five roles share the permission matrix: administrator, CEC supervisor, CEC agent, processing agent, user. Postgres, Redis and Celery carry the scheduled work (auto-closing resolved tickets, reminders) and notifications go out through SendGrid or Brevo, on editable templates.