Citizen reporting platform
A resident photographs a pothole. The report reaches the right department, the crew sees it on their phone, and the resident is told when something changes. And the city's leadership sees the whole picture: what residents are asking for, where, and how quickly the municipality answers.
Every report follows the same path, and at each stop somebody knows what they are meant to do.
From the website, a mobile app, the call centre, a neighbourhood warden out on the street, or a third party's software. Where it came from is recorded and measured.
The category and the point on the map decide the department. A resident never has to know which office does what.
The crew sees the day's work on a phone, takes the job so nobody duplicates it, and records what happened on site with a photograph.
The resident is told at every change of status, with a reason written by a person rather than generated by the system.
The resident says whether it was actually fixed. The confirmation comes from the person standing where the problem was - the strongest evidence there is that the work landed.
Improve My City has been running in municipalities for close to fifteen years, and it has not stopped changing: most of what is in here started as something a department asked for.
Each group works in its own screen, on the same data. None of them is a separate product that has to be kept in step with the others.
For residents
A map of what has already been reported, filing in three steps, and the progress of each report under its own reference number.
For residents' phones
Native applications, not a website in a wrapper. They use the device's camera and GPS and deliver push notifications.
For the department
The day's queue, the workflow, the categories and the routing. It replaces the old administration screen rather than sitting beside it.
For field teams
The day's work on a phone, built to be used outdoors and on the move: large targets, few steps, and what the crew needs on one screen. It works with no signal, because the work happens in basements, on dirt roads and in villages with no coverage: the day's list is already on the device, and everything the crew records, photographs included, is queued and sent the moment there is a connection.
For operators
The resident who will never open a website telephones instead. Their report enters the same system with the same standing.
For everyone
A manual for operators and administrators, in the municipality's own language, illustrated with screenshots generated from the application itself.
The core is always there. Everything else is licensed separately, when you need it, with no new installation and no data migration.
Reports, map, categories, workflow, departments, routing, comments, email notifications, audit history and data export. Everything a municipality needs to operate from day one.
Dashboards over your own data: resolution times by category and district, load per department, trends, and period-over-period comparison.
Filing during a call, a record per caller, and callback queues. It can be served on its own subdomain for an outsourced team.
Caller identification, with the record open before the operator picks up the handset. This connects to the municipality's own telephone system, so it involves equipment (the PBX) and not only software - what is needed is settled per installation.
The crew's own application: job board, claiming work, photographs from the site, and a planned week of visits.
Printable and electronic reports for the council, carrying the period's figures and the municipality's own logo.
Other software files reports under its own key and its own identity, so where they came from stays visible.
Notification on the resident's phone, beside the email, on every change to their report. Past that, the municipality sends messages of its own to everyone who has the app, whenever it decides to: city events, scheduled works, roads closing, emergencies. Every send stays in the history with its text, its time and the user who sent it. Targeted sending by neighbourhood, by area or to residents who declared particular interests is coming soon (Q4 2026). Fully supported by the iOS and Android applications.
AI takes on the three things an operator's time actually goes into. It drafts the reason that has to accompany every change of status, leaving the operator to correct rather than compose. It catches duplicates by meaning rather than by distance alone, because «abandoned vehicle» and «car left for a month» are the same report. It flags photographs that probably show a number plate or a face, so they can be painted out before publication. In all three it suggests to an operator and never decides on its own.
Answers the telephone when nobody else can, takes the report, and hands it to the queue. Requires the «Call centre», «Telephony integration» and «AI assistance» modules. This is the next big step: a natural voice rather than the machine reading you know from other telephone menus. The assistant understands what you say the way a person would, using AI, and it will be able to tell you where your own reports stand. Expected Q4 2026.
Modules are not separate installations or separate codebases. They are one system that knows what you have bought.
Switching a module on needs no new installation and no data migration. The municipality sees the new screen at the next sign-in.
A module can be opened for a fixed period, without anybody having to remember to close it afterwards.
On expiry a module becomes read-only, then hidden. The data stays. If it is renewed, everything is where it was.
A screen listing the active modules, their dates and what each one contains. No surprises at renewal.
Most of these are not on the first screen. They are what a municipality asks about in week three, once it is genuinely using the thing.
The next module
In developmentA resident who rings at eleven at night reaches an answering machine today, if they reach anything. The voice agent will pick up the line, take the report in ordinary conversation, and have it in the queue by morning as though an operator had typed it.
Requires the «Call centre», «Telephony integration» and «AI assistance» modules.
These are not implementation details. They are the points where a public body carries an obligation, and where it usually discovers its software does not cover it.
Colour contrast, keyboard navigation, accessible names, reflow at 320px and text spacing are checked automatically on every release against EN 301 549 (WCAG 2.1 AA). The rule is not only about the citizen portal: the back office and the modules are held to the same measure, because the employee who uses them all day is not a smaller obligation than the resident. Automated checking finds some of the problems, and we say so.
Directive (EU) 2016/2102 requires every public body to publish one. The platform writes it: the software declares what is not accessible, the municipality adds its own contact and authority, and the page is published on the citizen portal. All of it from one screen in the back office, in minutes, with no involvement from us.
Access to the data (Article 15), portability as a single downloadable file (Article 20), and account deletion (Article 17) that anonymises the person without erasing the city's history. All three happen automatically, by the resident from their own account: no request to the municipality, no case number, no deadline running, and no member of staff involved.
Greek, English, Spanish and Portuguese today, with more on the way - and we add whichever else you need, not only in the citizen portal but in the back office and the modules as well. Each municipality declares its own languages, content is authored per language, and email arrives in the language the recipient chose.
Sign-in goes through Keycloak: no application in the platform ever sees a password. What each municipality needs is switched on there - two-factor sign-in for staff or for anybody who wants it, a link to the municipality's Active Directory or LDAP so employees use the account they already have, and citizen identification through an external provider (OIDC or SAML). These are installation settings rather than development work.
Every change of status, category or department is recorded with the user, the time and a written reason. The history is not editable, so what happened is a matter of record rather than of recollection.
CSV export from the same screen you filtered, at no extra charge. Possessing your own data is not a paid feature.
Most municipalities want to know where their data is, not to keep servers running. Choose by what binds you, with the cost rising from the first way to the third.
We run it
A subscription per municipality. No infrastructure, and nobody of yours minding it. Upgrades happen without you asking. The data stays the municipality's: you are the controller and we process it on your behalf.
We run it, where you say
The same service without shared infrastructure: your own database on your own servers, in a data centre and jurisdiction you name, anywhere in the world. We still operate it. For municipalities bound by where their data has to sit.
You run it
Signed container images holding the built software rather than its source, for your own infrastructure, under an annual licence in the municipality's name. For municipalities that are not permitted to do anything else. It is the most expensive of the three and is arranged case by case, because supporting an installation we cannot see is a different kind of work.
For municipalities already running ImproveMyCity (IMC)
If your municipality runs the older Improve My City, we do the migration and we do not charge for it. It is not an introductory offer: upgrading our own software should not land on your budget.
Reports, photographs, categories, workflow states, votes, comments and the audit history, with their original dates. The accounts come too: residents, operators and administrators, each still attached to the reports they filed or handled. Every report keeps its reference number.
Old links to reports still open. An email sent to a resident in 2019 goes where it always went.
We stand up a copy with your own data and your departments try it. The switch-over date is set once you are satisfied, not before.
Your existing iOS and Android apps are updated and pointed at the new system. Residents do not have to download anything again, because the update arrives on its own.
The old installation stays available, read-only, for as long as you want it. Nothing is deleted on the day you move.
For partners
Improve My City reaches municipalities either through us or through partners who represent it in their own country. If you already sell software to public bodies, talk to us.
Half an hour with your own test data, or access to a demonstration environment so your departments can try it themselves.
Send us a messageinfo@infalia.com
