A major European capital sought to modernize its public services and overcome the image of being slow and inefficient by improving how it handles citizen enquiries. Problem reports, information requests, and suggestions were previously received and forwarded in an unstructured, decentralized way, consuming employee time and causing delays. Many citizens filed complaints after waiting too long for responses, and the city lacked any means to analyze request data. To address this, the administration established a centralized Smart City Contact Center. Built around a CRM system, the solution structured, routed, and tracked all enquiries efficiently, improved transparency and response times, enabled data analysis, and strengthened trust between citizens and the city administration.

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