Citizen request management for the City of Düsseldorf
AI-generated, human-reviewed
Starting point
Requests from online forms reach a city administration in large numbers and varied forms. Without a central tool, the result is scattered inboxes, unclear responsibilities and no way to evaluate the workload.
Solution
A Laravel application with a React interface: requests arrive through web forms or the REST API, are captured in a structured way, assigned to the responsible units and processed in a dashboard — including map placement, file attachments and role-based permissions. Evaluations and exports are directly available to the departments.
The data model is built for portability: consistent field conventions and a documented core of mandatory fields, so the same structure holds up in other municipalities. The source code is published on Open CoDE, the open source platform of German public administration.
Outcome
Traceable processing paths instead of inbox ping-pong — and a data basis the administration can use to evaluate and improve its processes.