characteristics of victims (gender, age, occupation, vulnerable group) and respondents, etc. To monitor the performance of the Reflect the efficiency of complaint management by organization to evidence if the team with indicators such as the time and the complaint management goals are personnel involved per case. fulfilled. The design of the database Once the main requirements of the project were identified and prioritized with the team, we moved forward with designing the database structure. The needs identified at the discovery phase guided this process. In this case, the data model should reflect the different stages of the complaint handling process. As we will show later, each stage takes information from the previous one and updates or completes it with new information. For example, the stages for this process included: 0. Complaint submission: the information of the original complaint comes straight from the complainant. 1. Complaint registration: the complaint is registered by the personnel of the organization who is in charge of categorizing it and assigning it to a person responsible for handling the case. 2. Initial investigation: If the complaint is admitted and consequently investigated, new information regarding the investigation is added, and so on. However, this project entailed particular information needs about the internal work of the organization and thus, the model was customized to add functionalities to monitor the organizational performance. These functionalities resulted in the dashboards that we present in the analysis section. The workflow stages constitute the main part of the data structure, so it is very useful to see how the process looks graphically (the numbers on the left side correspond to the stages mentioned in the previous example). 6