Company
City of Zilina x IT cluster x INOVIA x EZMID
Project duration
6 - 12 months
Implemented system
Sysem for Issue Report Management
Area
Local Government
A key aspect of modern modernization is that cities and citizens make use of modern technologies and tools to simplify communication and streamline public services. In this effort, our team of experts joined a project focused on developing a solution for managing issue reports in the City of Žilina. Our task was to design and implement a system that would unify citizen submissions and suggestions in one centralized place.
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’s website zilina.sk.
Our challenge and goal
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). The entire system was intentionally built with Microsoft products, as city employees were already using them and had existing accounts. This provided employees with a simple solution integrated into their established systems, ensuring a more efficient process for handling submissions. Today, all complaints submitted through the form are analyzed for possible duplication before being displayed to city staff.
Benefits for our customer
The issue management system has provided the city and its employees with numerous benefits.
Project complexity
Size
2/6
Time
4/6
Finances
3/6
Complexity
3/6
