PQRS Software for managing PQR in public and private entities
Petitions, complaints, claims, and requests with traceability and timely service.
Overview
PQRS Software is a web application designed for comprehensive management of Petitions, Complaints, Claims, and Requests, aimed at public and private entities. It centralizes, controls, and tracks requests received through multiple channels, ensuring compliance with legal deadlines and full traceability of the citizen service process.
The system aligns with current Colombian regulations on the right to petition, transparency, and citizen service, enabling the implementation of a Single Citizen Service Window.
Functional scope
- Multichannel intake of requests.
- Assignment and reassignment to departments and staff.
- Time and deadline control.
- Audit and approval of responses.
- Automated delivery of responses and notifications.
- Internal and external tracking.
- Generation of management reports and indicators.
System modules
PQRS filing
- Web filing (citizen form).
- In-person and verbal filing (Decree 1166 of 2016).
- Email filing (IMAP integration).
- Applicant management (natural persons, legal entities, and anonymous).
Management and tracking
- Internal assignment and reassignment.
- Request status control.
- Full action history.
Time and deadline control
- Automatic calculation of deadlines.
- Visual expiration alerts.
- Identification of requests nearing or past due.
- Deadline extension management (by role).
Alerts and notifications
- Notifications for assignment, response, and status changes.
- Daily or weekly reminders.
- Automatic response delivery to citizens.
Response audit
- Approval or rejection of responses.
- Quality control of information sent.
- Shared responses between users.
Incoming correspondence
- Registration and control of correspondence not classified as PQRS.
- Centralized document consultation.
Action plans
- Creation of plans linked to PQRS.
- Unlimited activity logging.
- Control of owners, deadlines, and evidence.
Indicators and reports
- Indicators by date range.
- Reports by channel, department, and user.
- Timeliness and effectiveness measurement.
Satisfaction surveys
- Automatic sending upon closure.
- Citizen perception measurement.
- Results integrated into indicators.
Integrations
- RESTful API (GET / POST).
- Interoperability with other systems.
- JSON data exchange.
Key benefits
- Regulatory compliance.
- Reduced overdue cases.
- End-to-end traceability.
- Improved citizen service.
- Information centralization.
- Reduced paper usage.
- Access from any device.
Citizen service and compliance
Single citizen service window
Enables the implementation of a Single Citizen Service Window with end-to-end traceability.
Regulatory compliance
Aligns the process with the right to petition, transparency, and citizen service regulations in Colombia.
Plans
Essential Plan
- 10 GB storage
- 99.9% availability
- Ticket support
- 10,000 emails/month
- API access
Plus Plan
- 80 GB storage
- 99.9% availability
- WhatsApp + ticket + phone support
- 20,000 emails/month
- API access
Advanced Plan
- Custom storage
- 99.9% availability
- WhatsApp + ticket + phone support
- Custom email volume
- API access
Prices in COP. Subject to change.
FAQ
Can requests be submitted by form and email?
Yes. Intake can be configured for forms and/or email depending on scope.
Does it include alerts and deadline control?
Yes. We set up alerts and timelines to track each request.
Are indicators and reports available?
Yes. It includes key indicators and reporting for PQRS management.