The answer to “you never reply”, with data
Catalonia’s ombudsman documents the abuse of administrative silence year after year: 14.7% of cases never get an answer. EnaInbox turns that critique into an opportunity: every request has a number, an owner, a timeline and an email trail.
Full traceability
Every status change records who, when and why — and logs the email sent to the citizen. When the opposition asks “how many complaints did you answer?”, the answer is a query, not a guess.
Defensible response times
First-response and resolution times per department, computed automatically. The councillor defends the renewal with data; staff paste it into the annual report.
Internal first, publishable when good
Stats are born internal. Publishing them is your decision, when the numbers back you — never an ambush with your own data.
Monthly report and export
A dashboard in the back office and CSV export for reports or the transparency portal. A branded monthly PDF report is on the roadmap.
The system nags, not the mayor
Stalled tickets generate an automatic digest for moderation. Internal pressure stops being personal: the system asks about the three-week-old complaint.