Intake and classification
Every request, whichever door it came through, is classified by category, department and urgency as soon as it arrives. Nobody sorts email by hand anymore.
Use case · Automation
Every resident request, answered and tracked, without exception.
Email, web form, phone, front desk: every request is classified, routed to the right department and tracked through to the reply, with statistics ready for council. The employee validates instead of searching.
Where we start
Four doors in, one inbox nobody can find.
A resident request is simple: a burnt-out streetlight, a pothole, a question about a permit. But in most municipalities, it can arrive through four different doors, and that is where it gets complicated.
- It comes in by phone, email, the website's form or the front desk, each landing in a different system.
- It gets lost between several employees' inboxes, with no central point.
- Nobody knows what has already been answered, or to whom.
- And council asks for numbers, response times and volumes by category, that have to be rebuilt by hand.
What we built
A request classified, routed and tracked, with nothing retyped.
Built on request for municipalities, on a bank of hours, integrated with Munia.
Routing and a reply draft
The request goes straight to the right department, with a reply draft ready for the responsible employee to validate. The searching disappears; the decision stays human.
Tracking and statistics
Response times, volumes by category, requests still open: the dashboard builds itself, ready for council, with nothing rebuilt by hand.
How it happens
From workshop to launch.
- 1
The workshop, half a day
Free, on your real requests. We map the four entry doors and where delays pile up.
- 2
Development, in weeks
We connect the channels (email, form, phone), configure the categories and departments, and validate with you on real requests.
- 3
Integration with your Munia
The automation lives inside the tool your team already uses. Training for the people involved is included.
- 4
The follow-up
We measure response times before and after with you, and adjust. The statistics for council get sharper over the months.
Who it's for
Whoever picks up the resident's call.
General management
Statistics land ready for council, without anyone rebuilding delays and volumes by hand.
See the general management pageCommunications
Every reply draft keeps a consistent tone with residents, whichever door the request came through.
See the communications pagePublic works
The department that gets the most field requests, streetlights, potholes, snow removal, receives them already classified and routed.
See on munia.aiQuestions
What we hear about this case.
No, not by default. If you already have a system, we connect to it on request, on a bank of hours. Many municipalities have nothing central at all, just a handful of inboxes: in that case, the automation becomes the single point of entry.
An employee, always. The AI classifies the request, routes it to the right department and prepares a reply draft. The responsible person reviews it, adjusts it and sends it. Nothing goes out without human validation.
The receptionist, or whoever answers, logs the essentials in two lines, just like today. From there, the request follows the same path as one received by email or the web form: classification, routing, tracking.
Let's talk
One demo. 20 minutes. No commitment.
Tell us about your municipality and one pain point you'd like to solve. We'll show you how Munia (and Carange around it) handles it. Reply within 48 hours.