Case Study: United States Department of Agriculture (USDA) achieves faster, more efficient complaint tracking and resolution with MicroPact's entellitrak

Building on Success for Comprehensive Complaint Tracking and Resolution

The United States Department of Agriculture (USDA) needed a more efficient way to manage civil rights complaints and alternative dispute resolution cases. After evaluating vendors, the USDA selected MicroPact’s icomplaints product in 2004 and later adopted MicroPact’s entellitrak platform to update and expand its complaint-tracking capabilities.

MicroPact implemented a web-based entellitrak/icomplaints solution that centralizes case data, tracks parties, records mediation referrals and resolutions, and provides real-time access across the agency. The system reduced paperwork and files, sped case resolution (often through earlier mediation), improved follow-up and reporting, and helped the USDA meet Presidential Management Agenda goals for increased efficiency and cost reduction; MicroPact also provided training to ensure broad user adoption.

United States Department of Agriculture (USDA)

Maurice Thompson

Program Manager