This is literal textbook CRM... They are attempting to improve the workflow of an internal system that is used to respond to external users.

In the context of formally responding in writing to complaints, an electronic document and record management system would likely provide more specialized features for handling the documentation and workflow associated with complaint resolution. These systems are specifically tailored for managing documents and records, ensuring compliance, version control, and efficient collaboration among team members handling complaints.

Electronic document and record management system (EDRMS) was mentioned in an earlier question referencing where to keep business transactions. Doesn't really tie into customer complaints in my opinion. Whereas a CRM, I would certainly update the customer profile with their complaints. And the CRM's I've used are internal, the customers wouldn't see the notes I keep on them

Customer Relationship Management (CRM) ▪ Designed to establish and maintain customer relationships to enhance revenue and loyalty ▪ From a project management standpoint, it is beneficial as it can track trends in complaints and other customer feedback, which can be used to identify areas of focus for new projects or research

...to help manage the internal flow for formally responding in writing to "citizens’ complaints".. Correct me if I'm wrong but this sounds like Customer relationship management, C.

electronic document and record management system (EDRMS) Systems that manage an organization’s paper and electronic documents so they can be easily retrieved in the event of a compliance audit or subpoena. These systems are used to track documents and records and often include version automation, document check-in/checkout, and archival notification.

An electronic document and record management system (EDRMS) is a software solution that helps organizations to store, manage, and share electronic documents and records. EDRMS can help organizations to improve their efficiency, productivity, and compliance.