Municipal & public services CRM: from citizen request to department resolution in one panel

Municipal CRM brings requests and complaints from residents together from WhatsApp and other channels into a single resolution center, records each one, and assigns it to the right department round-robin. AI highlights complaints and urgent notifications, requests are tracked with task cards, and every reply to the resident is kept on record. Announcements such as water outages are sent to the relevant neighborhood by segment; resident data is protected with role-based permissions and access logs in line with KVKK (Turkey's personal data protection law). So requests stay in one place, the responsible department is clear, and replies go out faster.

No. ÖzgürKod does not integrate with e-Devlet, EDMS (EBYS), municipal automation or other official public systems, and does not pull data from or send data to them. ÖzgürKod manages the communication layer with residents: it collects requests and complaints from your channels, assigns them to departments, tracks them and keeps replies on record. You continue official document and record processes in your existing institutional systems. Supported integrations are limited to Google Calendar, Meta Lead Forms, and Meta and Google ad accounts; it does not replace public systems — it makes resident communication easier.

Every incoming request is collected in a single resolution center and distributed to the relevant department round-robin; with role-based permissions, the cleaning, public works, water or municipal police departments see only their own requests, while the center monitors the whole picture. Each request becomes a task card: the owner, checklist and due date are clear, and tasks nearing their due date trigger a notification so nothing is skipped. AI classification helps highlight requests based on their type. This reduces the "whose job is this?" uncertainty and the problem of requests getting lost as they are passed from hand to hand.

AI message classification labels each incoming message by content as a request, complaint or urgent; emergencies such as a burst pipe, an overflowing container or a danger report are moved to the top of the inbox and separated from routine questions. Outside working hours, a 24/7 chatbot handles the first response, informs the resident without delay and records the request. This allows fast action on notifications critical to public safety, so urgent cases do not get lost in the routine pile. Human handover during resolution is always preserved.

You divide residents into segments (neighborhood, district, interest group) and send a water outage, pest control or event announcement only to the relevant group using a Meta-approved WhatsApp template. Duplicate prevention helps you avoid sending the same person repeated messages. So instead of burdensome, irrelevant messages sent to everyone, the right information reaches the right resident. Announcements are used within the scope of service communication, to inform residents; individual questions are handled with fast replies in a unified inbox and with the chatbot.

Yes, and this is especially critical for public institutions. Resident data is stored in line with KVKK (Turkey's personal data protection law) requirements; with role-based authorization, each team member and department accesses only the residents and requests they are authorized for, and all access is logged. So personal data no longer lives in open files everyone can look at; it becomes possible to monitor and audit which team member accessed which data. Team members who change roles or leave cannot take the resident list with them. In bulk announcements, targeting and duplicate prevention help you stop unwanted repeated messages from reaching residents.

In practice they describe the same need. Businesses usually search for "Municipal software", "Municipal software", "Municipal job tracking software“ or “customer management software”; “CRM” is this solution is the international name. ÖzgürKod delivers all of these names on one platform: citizen communication, appointments, quotes and orders, payment collection and reporting are all in one place. So whatever term you search with, the solution you reach is the same; you don’t need to set up separate software.