AI and Automation Transformation for Office of the Ombudsman Sindh

Accelerating Public Grievance Resolution with an Intelligent Digital Workflow

Industry Public Affairs, Government Affairs

Project AI-Powered Complaint Intelligence System

What we delivered AI, Automation, Cloud Infrastructure, Data Systems

The Client

The Office of the Ombudsman Sindh is a public sector institution responsible for addressing citizen grievances across Sindh, Pakistan.

Operating at a provincial scale, the office processes thousands of complaints annually and plays a critical role in ensuring transparency, accountability, and timely resolution of public concerns.

The Problem

Grievance handling relied on manual, paper-based processes.

Complaints were submitted physically, routed manually, and tracked with limited visibility. With thousands of cases annually, this created delays, inconsistent routing, and operational bottlenecks.

The system struggled to scale, with resolution timelines extending up to several months and, in some cases, up to a year.

A scalable, intelligent system was needed to digitize intake, standardize workflows, and improve resolution efficiency.

The Solution

DPL engineered an AI-driven grievance management platform that transforms complaint handling into a structured, intelligent processing system powered by cloud-native infrastructure and large language models

We deployed a custom AI and automation solution to optimize document handling and work order processing. The system was designed with a five-step AI integration approach:

Digital Complaint Ingestion

Complaints are submitted through a centralized digital interface, capturing structured and unstructured data directly into the system.

LLM-Powered Admissibility Analysis

Using Amazon Bedrock with the GPT-OSS-120B model, the system analyzes complaint data to:

determine admissibility
generate complaint summaries
produce examination remarks
create response messages for complainants

This replaces the need for manual review of complaint validity.

AI-Generated Findings and Case Understanding

The system processes complaint data and prior outputs to generate structured findings, identifying key issues and insights across each case.

This ensures consistency in how cases are interpreted and documented.

Automated Draft and Final Decision Generation

AI generates draft decisions including:

complaint summaries
proceedings
findings
decision recommendations

Final decisions are then enhanced and refined using prompt-based workflows, significantly reducing manual drafting effort.

Serverless AI Orchestration and Scalable Infrastructure

The system is built on Amazon Web Services, leveraging:

AWS Lambda for AI execution workflows
AWS Bedrock for LLM access
DynamoDB for tracking AI usage per user and use case
AWS SAM for deployment and orchestration

Each AI use case is triggered via Lambda functions, enabling real-time processing and scalable automation across the complaint lifecycle.

The Impact

With the implementation of this intelligent grievance management system, the Office of the Ombudsman Sindh achieved:

3 months

average resolution timeline, reduced from up to a year

50,000 grievances

system capacity scaled to handle annually

5x increase

in complaint handling capacity

Innovation as a Service

DPL delivers end-to-end cloud and DevOps services, helping organizations modernize their infrastructure, automate deployment pipelines, and accelerate software delivery with greater reliability, speed, and efficiency.

20+ Years

Delivering Innovation since 2003

500+

Projects Completed

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