Citizen & business services
Every request answered, and provably on time
Freedom of information requests, petitions, complaints and press enquiries in a single register with the deadlines the law sets.
Why it matters
Every channel, one register, one term
These requests arrive through every channel an administration has — the portal, email, the post, the front desk — and the obligation to answer is the same. One register captures them all, routes each to the department that holds the answer, and shows which terms are close to expiring.
All channels in one register
Portal, email, post and front desk arrive in the same place.
Routed to who holds the answer
Each request reaches the department that can actually answer it.
Terms before they expire
What is close to its deadline is visible while it can still be met.
What it covers
One register, whatever the channel
From intake to publication, including the redaction step in between.
Information requests
Access to public information, with the statutory term counted from registration.
Petitions and complaints
Registered, routed, answered and closed with the response attached.
Press enquiries
Media requests handled with the same discipline, with communications sighted.
Multi-channel intake
Portal, email, post and counter all land in the same register.
Redaction
Personal data removed before release, with the redacted version kept alongside the original.
Proactive publication
Answers of general interest published, so the same question is answered once.
How it works
Registered, routed, redacted, answered
The deadline travels with the request from the first minute.
01
Register on arrival
Whatever the channel, the request enters the register with a number, a date and a term.
02
Route to the holder
The department that actually holds the information receives it, with the deadline attached rather than mentioned in an email.
03
Draft, review, redact
The response is prepared from a template, checked, and personal data removed before it leaves the administration.
04
Answer and record
The answer is sent through the channel requested and stays attached to the file for audit and reporting.
Outcomes
What changes
No request without a term, and escalation before it expires.
No request without a term
Every item in the register carries the deadline it is subject to.
Escalation before expiry
Terms close to running out are visible to management, not discovered afterwards.
Reportable performance
Volumes, subjects and response times per department, from real files.
Configured per administration
What is configured
- Request types and the statutory term for each
- Intake channels and how each is registered
- Routing rules per subject and per department
- Templates for acknowledgement, response and refusal
- Redaction rules and who may approve a release
- Escalation thresholds and who is notified
- What is published proactively, and where
- Retention periods for requests and responses
Connected to
The rest of the platform
- The document registry, where incoming and outgoing correspondence is recorded
- The citizen portal, so the applicant can follow their own request
- Governance and audit reporting
- Council and decision records, when the answer refers to one
On your own workload
Bring last quarter's requests and their terms.
We show the register, the routing and the escalation that would have flagged the ones that ran late.