This study aims to discuss how an NGO should have its place in e-governance model. Particularly, instead of structuring a complaint office in each state unit, process of a non-governmental organization's handling complaints have been evaluated. The aim is to demonstrate technological and administrative changes occurred in an NGO on its path from public to state in e-governance understanding by good will of a person and the activities of an NGO as public voice have been studied within the e-governance understanding. Actually this NGO shows the move from society to state and forms an example of total quality management by the technological and managerial changes occurred in its structure. This chapter is focused on a project, 'Sikayetimiz. com', which is an e-complaint on-line model providing various support services to the people at large in Turkey, discussed about its transformation stages leading to this format, put forward some important managerial and organizational issues including operational challenges.