Case study: tracking and managing human rights complaints Summary 1 Case study specification 3 Objectives of the project 3 The discovery phase: from an idea to a data model design 3 The design of the database 6 Complaint workflow 7 Data model 8 Collecting information from victims or complainants 11 Automate updates for parties 12 Database outputs 13 Learnings and recommendations 15 Summary The present case study is based on the development of an information system to handle victim’s complaints at a human rights organization. Complaint reception and management is a recurring task for national and international institutions in the human rights field. 1

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