Issue management system of the City of Žilina
Company
City of Zilina x IT cluster x INOVIA x EZMID
Project Duration
6 - 12 months
Implemented System
System for issue report management
Area
Local government
Modern cities today face the challenge of effectively connecting citizens with local government and streamlining the processing of reports about issues or improvement proposals. The city of Žilina has also taken the path of digitalization and smart solutions that simplify communication between the municipality and its residents. As part of this initiative, we at BRAIN:IT, together with our partners, created a central system for managing citizen reports, which collects and processes submissions in one place.
Our task was to design and implement a system that enables efficient management, filtering, and analysis of reports while eliminating duplicate entries during processing.
Our customer
In addressing the challenges of the City of Žilina, we collaborated with INOVIA and Ezmid. Žilina, a city that offers a dynamic lifestyle for more than 81,000 inhabitants, strives to approach development in a highly modern way. In addition to its historic center, it also provides technological and university hubs that bring an innovative spirit and attract young people to live there. For easier access to information about services, events, news, and announcements, residents and visitors can find details on the city website zilina.sk.
Our challenge and goals
Despite the digitalization of news, announcements, and provided information through the city’s website, the municipality faced a problem that negatively affected several processes. When a citizen wanted to submit a complaint or request, they could do so via the city’s Facebook page, by sending an email, by contacting city hall employees or council members personally or by phone, or through the “message to the mayor” function. As a result, many submissions or complaints were often directed to the mayor or the city council itself.
One of the main issues that arose was the duplication of these submissions. This forced employees to review the same issue multiple times, which hindered the effective use of their working hours.
Our challenge was to create a solution that would ensure all submissions were grouped in one place, analyzed and prevented from being duplicated by different citizens across multiple platforms.
Our solution
For the city of Žilina, we developed a service desk solution using Microsoft PowerApps (Power Automate). We designed the citizen-report management system to be fully compatible with the existing Microsoft 365 environment, enabling seamless integration into the city’s current infrastructure.
This provided city employees with a simple solution built directly on their familiar tools, significantly improving the efficiency of the report-handling process. Today, all submissions entered through the form are automatically analyzed for potential duplicates before they are displayed to municipal staff.
Benefits for the customer
The issue-management system provided the city of Žilina and its employees with several key benefits.
Centralized issue
management
All citizen reports are collected in one place, eliminating duplicates and improving the efficiency of municipal staff.
Process automation and integration
The system is integrated with the existing MS 365 infrastructure, enabling seamless implementation and automated processing of submissions.
Increased efficiency and better decision-making
City employees gain access to clear reports and statistics, helping them plan more effectively and make informed decisions when addressing citizen requests.
Project complexity
Size
2/6
Time
4/6
Finances
3/6
Complexity
3/6
Are you interested in a similar solution?
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