CLINE
Every citizen request recorded, routed and followed through.
Requests about everyday issues reach the municipality by phone, in person, through the website and through apps. Without a single system they are hard to route, easy to lose and impossible to measure.
SCMS CLINE collects requests from every channel into one workflow. Each request is routed to the responsible department, assigned and tracked to completion, and the citizen is informed at every stage. The administration gains reliable information on its services, its staff and their response times.
From the field to action
Request
Submitted via website, City App, phone or in person, with location and photos.
Routing
Sent automatically to the responsible department, or held for manual routing.
Assignment
Assigned, tracked on the map and grouped by category and location.
Resolution
Completed and confirmed, with the citizen informed at each stage.
What CLINE does
Multi-channel intake
Requests from the municipal website, the City App, the call centre and front desk, in one queue.
Automatic or manual routing
Requests go to the department they belong to, or wait for a coordinator's decision.
Grouping by location
Requests are grouped by category and place, reducing unnecessary trips by municipal crews.
Map-based status
Open and completed requests shown on a map, with geolocation, photos and video from citizens.
Reports and analytics
Any view by period, department, category and response time.
Geographic limits
Requests from outside the municipal boundaries can be blocked.
Why it matters to the municipality
Nothing gets lost
Every request has an owner, a status and a history.
Fewer wasted trips
Crews handle grouped requests in the same area together.
Informed citizens
Progress notifications reduce follow-up calls.
Measurable service
Response times and workload by department become visible.
Where it is installed
- Channels
- Website, City App, phone, in person
- Routing
- Automatic or manual
- Citizen input
- Location, photos, video
- Reporting
- By period, department, category, response time
- Integration
- Other apps and websites
- Management
- SCMS backoffice
CLINE runs on the common platform
It shares administration, notifications, the VISION dashboard and the City App with every other SCMS module, so it can be deployed alone or as part of a wider programme.
Discuss CLINE for your municipality
Tell us which operations you want to improve. We will discuss which modules fit, how a deployment would be structured, and what your teams would see from day one.