Background
The Council of American Islamic Relations (CAIR), a leading civil rights advocacy organization aimed at improving the situation of Muslim civil rights, decided to update its reporting system for bigotry and other issues, including discrimination and harassment in the United States. CAIR’s existing system of tracking and monitoring patients was already largely done through paper forms and, as such, was inefficient and also riddled with a high possibility of errors. In order to improve CAIR’s responsiveness and make it easier for users to report complaints and track them, the organization decided to create a mobile application.
Solution
App Development
- Developed a mobile application for iOS and Android using cross platforms using the technology React Native.
- Made certain that the app was easy to use and could be understood by virtually anyone, with special inputs taken to support different languages.
- Such elements as a complaint submission form that is guided, with the ability to upload documents and the need to tag a location.
Case Management System Integration
- Integrated the app with a Node.js-developed back-end case management system.
- Computer programs that automatically assign cases according to certain conditions, for instance, complaints and region.
Data Security and Privacy
- Implemented end-to-end encryption to ensure user information privacy.
- Ensured security was incorporated by using OAuth2 and added an optional biometric login.
Analytics and Reporting
- Implemented the dashboard that would enable CAIR staff to track complaints received and time taken to solve them
- Implemented Power BI for better analytical functionalities that would assist the organisation in finding out racketeering patterns and could focus their advocating on.
Testing and Deployment
- Most of this was done through several focus group sessions of actual users to fine-tune the usability of the site.
- Launched the app, which created a link to the app stores and created a friendly onboarding experience for users.
Outcomes
Streamlined Complaint handling
The app minimised complaint processing time by 40 % so that complaints are answered and resolved faster.
Enhanced organizational efficiency
Reaching out and follow-up processes were computerized, reducing staff involvement in decision-making to some extent.
Data-Driven Advocacy
The analytics module gave CAIR information on such cases so that systematic cases could be handled effectively.
Conclusion
Many of the CAIR App features made the community feel enabled, something that would help the community report or track complaints in an easy method. Through changes in the complaint management system, CAIR enhances its performances in operation and emphasizes its mission on justice and advocacy.
