GovMetric CaseTracker vs Infreemation Complaints

GovMetric CaseTracker is a complaints and case management system for UK councils, housing providers and public services. It covers corporate complaints, compliments, comments, statutory social-care complaints, councillor and MP enquiries, coroners’ enquiries and other workflow-based cases. Cases can be logged through web, email, telephone, post, face-to-face contact or mediated e-forms, with a secure portal for citizens to track progress. Workflows include automated triage, configurable stages, templates, deadline alerts and escalation triggers. The system is pre-configured for Housing Ombudsman, LGSCO and SPSO frameworks and offers regulator reporting alongside reports on trends, workload, status, escalation and other case data. Octavia AI can identify service requests, classify complaints, draft acknowledgements and summaries, monitor deadlines and generate regulator reports. CaseTracker is AWS-hosted SaaS, with data stored and processed in the EU/UK (Ireland). Listed annual licence prices are £13,500 a year for Band A, £17,500 a year for Band B and £24,000 a year for Band C, each for one case type and excluding VAT. Pricing is also described as on request.

Infreemation Complaints is web-based case management software for handling an organisation’s complaints. It brings reports from email, websites, social media, postal mail, telephone and fax into a central database. A calendar records receipt and due dates; each case can include a snapshot, timeline, earlier requests and audit trail. Complaints are added automatically, with configurable initial responses and alerts for approaching deadlines. Rules can match similar requests, and organisations can optionally make a searchable public archive. Staff can assign cases to employees, use investigation and approval workflows, track SLAs, and view KPI reports on an online dashboard; reporting depth is basic. The cloud service runs in a browser without installation. The maker says sensitive data is encrypted, the service is GDPR compliant, and its dedicated servers and data are in the United Kingdom. It also states that it holds Cyber Essentials and Cyber Essentials Plus certification. Pricing is on request, with no set-up costs; a free trial is available for 30 days. Site licensing provides unrestricted user access.