AvidFlow CMS, powered by the Microsoft Power Platform, is purpose-built for government agencies to streamline and enhance complaint resolution processes. It features two key components: a user-friendly public portal for citizens and a model-driven application (MDA) for case managers. Together, these tools improve efficiency, transparency, and the overall effectiveness of complaint handling, enabling faster resolution and better communication between agencies and the public.
The citizen-facing portal offers a secure, user-friendly platform for submitting complaints, tracking case progress, and maintaining ongoing communication. It centralizes customer service interactions across multiple programs and channels, providing citizens with transparency and control over their submissions.
The model-driven application equips agency specialists with a centralized hub for managing incoming complaints, mediations, and inquiries. It automates routine tasks, offers a comprehensive view of each case, and supports coordination between departments, improving response times and consistency. With integrated analytics, the application helps agencies optimize workflows, enhance decision-making, and achieve long-term service improvements.
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Built to integrate with other Microsoft services such as Office 365 and Azure, enhancing functionality and collaboration.
A chatbot that delivers real-time guidance, streamlining complaint submission, tracking, and access to relevant information.
Forms adjust dynamically based on the complaint type, ensuring that all required information is captured upfront, minimizing delays.
The portal and system can be tailored to match your branding and processes, integrating seamlessly with existing workflows.
Supports multiple communication channels, including email, chat, and phone, for a unified customer service experience.
Offers pre-defined and ad hoc reporting tools for deep insights and performance tracking.
Simplifies user access by allowing secure authentication through a single login, improving user convenience and system security.
Ensures that only authorized personnel can access specific data and features, enhancing security and compliance.
Dynamic forms capture all required details during submission, ensuring accurate data that supports smoother and more efficient complaint handling.
Real-time tracking gives citizens a full view of their complaint’s progress, improving communication and building trust in the system.
Automated workflows guide complaints through every necessary stage, making specialists responsible for timely and accurate resolutions.
Automation reduces repetitive manual tasks, allowing specialists to focus on complex issues while eliminating the risks of human errors.
