The system brings the applicant, the handling specialist, the party complained about and document management together in one process - from submission to implementation of the decision.
From submission in the portal to implementation of the decision, every stage is visible and remains in the case history.
A single window for residents and organisations: no separate registration, passwords or paper forms.
The enquiry is completed step by step, so the institution receives comprehensive information rather than a free-form letter.
A representative's right to act on behalf of another person is verified in the state register, not against a copy of the authorisation sent in.
The entire case on one card: the specialist does not need to search for material in folders and mailboxes.
The status flow follows the legal procedure, and deadlines are calculated automatically.
Every case has a responsible specialist, and the manager sees how much each person is handling.
Letters and decisions are prepared in the system from templates and go straight into the case and the document management system.
The person complained about receives only what the specialist has decided to disclose.
Reports are calculated from the same data that specialists enter as they work, so they are always up to date.
Not just complaints: notifications, enforcement of decisions, consultations, inspections and other activities are handled in the same system.
Mandatory notifications and applications are assessed in a structured way.
The system tracks the case up to the final court decision.
A decision is not the end once it is adopted - the system tracks whether it has been implemented.
A recurring question always gets the same answer.
Planned supervision is handled in the same system as enquiries.
Other activities are recorded consistently, so they are easy to count at the end of the year.
An enquiry follows a clear path from submission to implementation of the decision, and every action remains in the case history.
Portal wizard or document management system, authorisation check.
Number, PDF, set of deadlines, responsible specialists, notification to the applicant.
Admissibility, remedying deficiencies, additional information.
Correspondence, explanations from the party complained about, letters from templates.
Outcome, enforcement measures, registration in the document management system.
Monitoring of orders, court decisions, statistics.
Each enquiry type has its own form, statuses, deadlines and reports. We include the types agreed with you in the implementation, and others can be added later.
Applicant, person complained about, demands, amicable settlement
Structured form, assessment of each field, clarification cycle
Via the portal and other channels, with a knowledge base
Assessment, suspension, decision
Accreditation, certification criteria, versioned assessment
Organisations report appointed persons and any changes to them
Plan, progress, results, recommendations
Items, deadlines, evidence of compliance
The system does not work in isolation: enquiries come in from wherever they arise, and decisions go wherever they are needed.
Enquiries from DBSIS become cases automatically, and the letters and decisions prepared return to DBSIS.
Applicants sign in the same way as for other public services: via online banking, Smart-ID or mobile signature. No registration is required.
A representative's authorisation is verified immediately, without paper copies.
Staff sign in with their work account and edit documents in the Word they already use.
If needed, we also connect other systems you use.
Enquiries contain a lot of personal data, so everyone sees only what is intended for them, and every action is recorded in the case history.
Permissions are set per role for each module: view, create, edit, delete, export. A specialist sees only the cases assigned to them, an applicant - only their own.
Microsoft accounts or a password with two-factor authentication. After failed attempts, sign-in is temporarily blocked.
Anonymised copies are shown externally, and the party complained about, using an access code, sees only the information intended for it.
We tailor the system to your procedures and legislation. Integrations are assessed separately: their duration and cost depend on which systems need to be connected.
Together we draw up a list of enquiry types, statuses, deadlines and approval sequences, as well as the required integrations.
We configure the forms, statuses, deadlines, document templates and classifiers.
We set up user roles and train your team.
Support, updates and new modules as new needs arise.
Didn't find an answer? Write or call us - we'll be happy to help.
No. They sign in via the e-Government Gateway, and an account is created automatically on first sign-in.
Yes. Statuses, their order and the names shown to the applicant are changed by the administrator. We configure deadline sets and document templates according to your procedure.
The specialist marks which parts of the complaint and which documents to disclose, or uploads an anonymised copy. The party receives an access code and sees only that in the portal.
The connection with DBSIS is already in place: enquiries arrive in the system and letters go back. We connect other systems as needed.
They are marked as unavailable, and no new cases are assigned to them. Cover by a deputy is set for a period, so the covering colleague continues the work without any switching.
Yes. We assess the scope of migration once we see how the data is currently stored and what history you want to keep.
In a short remote demo, we will show how the system would handle your complaints, notifications and requests, and answer your questions.
Pantera CRM
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