A very large system developed for the city of Buenos Aires, Argentina (3 million people). Now in use in Mar del Plata (680.000 people, doubles in summer), biggest vacation city near Buenos Aires.

Process citizen issues with the city (like garbage collection), and issues between citizens (like loud music), and complaints (like bad service in a public office, or bad hygiene in a school).

The interaction with the city is done via a call center, web self service, and a mobile app.

The systems interacts with a GIS system, that identifies city property like lamps and semaphores, internal legacy systems and service providers ticket systems. In some cases, the same service (garbage collection) got 3 providers which operates in their own zone. So depending on the claim address the system forwards the ticket to the right provider.

On the elements managed by the GIS, you can see the claim history, IE: a light pole. In the image it got 2 claims by different people, one saying it does not lit, and the other saying that it has a broken glass. Both claims uses the same taxonomy item “light do not work”.

Every service provided by the city got a timeframe to be solved. In many cases when it’s executed by third party providers, this execution time is in the contract. If it’s not solved in the contract time, a penalty applies.

In this report, you can see in service 040211 (third row) that the promised resolution time are 24 hours, and the response medium time are actually 21 hours 48 minutes. So far, so good. But for 040209 the medium time 1 day 5 hours are in excess of the promised time of 1 day.