Citizen Request and Complaint System for Municipalities

Every application gets a reference number and reaches the right department, citizens can track its status, and the website is accessible to everyone.

Multichannel Request Intake Department Routing and SLAs E-Municipality Integration WCAG-Compliant Accessible Site

AddressAtaşehir, Istanbul

Phone+90 850 335 10 87

E-mailinfo@360-soft.com

Citizen Request and Complaint System for Municipalities

The Institution’s Problem

Why do applications get lost, and why do citizens keep calling back?

A citizen request can reach a municipality through the call centre, a website form, e-mail, social media, a visit to the citizen service desk or the local neighbourhood office. If each of these channels keeps its own records, three separate applications get opened for the same pothole, while some never reach any department at all. When citizens cannot find out what happened to their application, they call again about the same issue, which wears out both the call centre and the field teams.

Common problems in public institutions

Disconnected channels: phone, web and social media applications are kept in separate lists, and duplicate records are never weeded out.
Routing to the wrong department: when the subject of an application is unclear, it passes from department to department and responsibility is never settled.
No deadline tracking: which applications were not answered within the target time is only noticed once the complaint has escalated.
Information flow with field teams: when the public works or parks team finishes a job, they have no way of recording it with a photo.
Accessibility: the institution’s website cannot be used with a screen reader and forms cannot be filled in with a keyboard, so citizens with disabilities are shut out of digital services.

360 Soft meets these needs with a request management system that gathers applications in one place, a mobile app for field teams and a corporate website developed to WCAG criteria. The system is designed around the institution’s departmental structure using a custom software development approach.

Modules

Citizen request system modules

One traceable process from application to closure.

Multichannel Request Intake

Entries from the web form, mobile app, call centre screen, e-mail and the citizen service desk land in a single record structure, and every application gets a tracking number.

Location and Photo Submissions

Citizens can pin a location on the map and attach photos; if there is already an open application at the same location, staff can merge the duplicate.

Department Routing Rules

Automatic department assignment by subject category and neighbourhood; transfers between departments require a recorded justification.

Deadline (SLA) Tracking

Target response and resolution times per category, with alerts to managers for applications that are close to or past their deadline.

Field Team App

Teams see the jobs assigned to them on a map and close them with photos when they start and finish the work.

Citizen Updates

SMS, e-mail or app notifications whenever the application status changes; citizens can check the status on the website with their tracking number.

Management Dashboard and Reports

Application volumes by neighbourhood, category and department, average resolution time and a heat map view.

WCAG-Compliant Accessible Site

Colour contrast, keyboard navigation, screen-reader-friendly heading and form structure, alternative text and an accessibility statement page.

Accessibility

WCAG principles and how we apply them

Public sector sites usually target level AA; testing is done with screen readers and automated tools.
WCAG Principle	What It Means	What We Do in Practice
Perceivable	Content must be perceivable through different senses	Alternative text for images, captions for videos, sufficient colour contrast
Operable	All functions must be usable with different input methods	Full keyboard navigation, a visible focus indicator, a skip-to-content link
Understandable	Content and interface must be predictable	Clear form labels, understandable error messages, a consistent menu structure
Robust	Must be compatible with assistive technologies	Semantic HTML, a correct heading hierarchy, ARIA attributes where needed

Architecture

A structure that works alongside existing systems

Integration and infrastructure

The request management system is designed to talk to the institution’s existing software rather than replace it. If your e-municipality software, geographic information system (GIS) or call centre infrastructure exposes a service, API integration can provide address validation, neighbourhood and block/parcel information, or link a call record to an application. The scope of integration is set in writing during discovery, based on the interfaces the vendors provide.

Because public data is sensitive, the system is built with role-based permissions, an activity log showing who did what and when, and encrypted connections. There is an option to run it in the institution’s own data centre. We recommend a penetration test (pentest) before go-live.

For topics citizens ask about often (waste collection days, on-duty pharmacies, application status and so on), an AI chatbot that answers with information approved by the institution can be added to the website or a WhatsApp line; anything it cannot resolve is turned into an application.

Process

Implementation process

A documented, phased transition carried out together with the IT department.

Institution and Process Analysis

Application channels, departmental structure, the category list, target times and existing software are reviewed together with the IT department.

Scope and Technical Document

Modules, integrations, the hosting model and the accessibility target become a written scope document, and a fixed-price quote is issued.

Development and Accessibility Testing

The system is developed; the web interface is tested with screen readers, keyboards and automated audit tools.

Pilot Department

Live use begins with one or two departments; routing rules and deadline targets are tuned with real data.

Institution-Wide Rollout and Support

All departments and channels are brought on board and staff are trained; maintenance and update support continues.

Pricing

A quote tailored to your institution

For maintenance and security updates on your existing institutional website, you can use our website maintenance and security service.

Price: a fixed-price proposal tailored to your project, within 24 hours. Fill in the quote form or call +90 850 335 10 87.

Sık Sorulan Sorular

Integration depends on the interfaces your current e-municipality software provides. If your software vendor offers a web service or API, connections such as citizen identity verification, redirection to outstanding balance enquiries or transfer of application records can be set up. During discovery we review your vendor’s technical documentation together and put in writing exactly what is possible.

WCAG (Web Content Accessibility Guidelines) is an internationally recognised set of criteria that allow people with visual, hearing, motor or cognitive disabilities to use a website. Public sector sites usually target level AA: sufficient colour contrast, full keyboard navigation, a screen-reader-friendly structure, alternative text for images, and clear labels and error messages on form fields are among the most important requirements.

Yes. If institutional policy requires it, the application can be installed in the institution’s own data centre or in an in-country hosting environment chosen by the institution. Installation, backup and update procedures are documented together with the institution’s IT department.

The applicant’s identity and contact details are visible only to authorised staff; department staff see only the applications routed to their own department. A permission matrix, detailed activity logs, encrypted connections and backups are set up by default. We recommend a security test before go-live, and we offer this service separately.

The procurement method depends on your institution’s regulations and decision-making processes. We can support you by contributing to a draft technical specification and clarifying the scope; our proposal is prepared according to the written scope.

It varies with the size of the institution, the number of departments and channels, integrations and the hosting model. A fixed-price proposal tailored to your project is sent within 24 hours.

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