Citizen Incident Reporting & Response System
A mobile app and web system for citizens to report public-safety and infrastructure issues, and for the municipality to route, track and resolve them.
What was implemented
Residents see problems before the municipality does — a broken streetlight, a flooded road, an unsafe structure. We built the channel for them to report it with a photo and a location, and the back-office system that gets the report to the department that can act on it and keeps the resident informed.
Before the project
Reports arrived by phone call, social media message and word of mouth. There was no single queue, no way to tell whether an issue had already been reported, and no record of what had been done about it. Residents had no visibility after reporting, so the same issue was reported repeatedly.
What ITDC delivered
We developed an incident management system with a mobile app and a website. Citizens report in real time with photo evidence and a description; reports land in one queue plotted on a map; municipal staff triage, prioritize and assign to the responsible department; and the status is tracked through to resolution.
What the system does
Citizen reporting
Report from mobile or web with a description and location.
Photo evidence
Photographs attached to the report so the responding department can assess before dispatch.
Map view
Reports plotted geographically, making clusters and repeat locations visible.
Department routing
Assignment to the responsible department, with ownership recorded.
Prioritisation
Triage so that safety issues are not queued behind routine ones.
Status tracking
Progress tracked from report to resolution, visible to staff and reporter.
How it fits together
A layer-level view. We do not publish hostnames, addresses, credentials, firewall rules or topology detail for systems in production.
Built with
Controls in the delivered system
High-level controls only. Detailed security design is shared under NDA with the client organization, not published.
How it was rolled out
Intake and triage
Reporting channel and municipal queue delivered first, so reports were captured in one place.
Routing to departments
Assignment and ownership introduced once report volume was understood.
Mobile app release
Citizen app published to widen the reporting channel.
Support
Post-implementation support and tuning of categories and priorities.
What came of it
Each outcome carries the label that describes what kind of claim it is. We never present a target as a measured result — see our claims policy.
Responding departments assess from the report before dispatching.
Reports plotted on a map, making repeat locations visible.
Each report has a named owner rather than sitting in a shared inbox.
The capabilities behind this project
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