Collect all channels in one record
Citizens reach out by phone, WhatsApp, social media or web forms. Keeping a separate list per channel leads to duplicates and lost requests. Bringing every request into one system is the first step.
ULAKBELL / BLOG · 12 October 2026
How Should Municipalities Track Citizen Complaints? A Guide from Request to Resolution
A practical guide to managing call center, complaint management and task assignment for municipalities on one platform.
Classify requests
Tags such as topic, neighbourhood and priority help requests reach the right department and make reporting easier. AI can help by detecting the topic and tone of messages.
Assign every request as a task
A complaint should be assigned as a task to the relevant directorate or field team with an owner and a target time. Automatic reminders for overdue tasks keep work from being forgotten.
Keep citizens informed
Notifying citizens via SMS or WhatsApp that their request was received and resolved reduces repeat calls and builds trust.
Manage with data
When request volumes by topic and department resolution times are tracked on live dashboards, resources can be planned according to need.