A couple of things come to mind but I don't think will combine to measure all three interactions in one platform. Unless someone focuses on quantifying the in-person interactions. For email, it's possible to use a tracking system - each email is assigned a ticket number, and some platforms will record response time, how long emails sat in an inbox, etc. But that's only a measure of response time and not problem resolution. You could include a link to a survey in a resolution email to get data on citizen satisfaction with response or perception.As for personal interactions, when I worked as a PIO in the olden days, we actually had paper forms where we recorded phone calls. Issue, council district, and task or resolution. We only used this internally in the PIO section of the water utility, but I imagine today we'd be turning that into a graph and reporting on it to management on a monthly or quarterly basis. For in-person, you use the same form for staff and/or have a comment box with cards near the points of customer interaction in facilities (reception/bill paying/etc.). You could get fancy and post a QR code instead that takes the user to an online survey, and eliminate the data entry needs of converting comment cards.