Municipal operations
One queue for everything the administration owes an answer on
Internal requests, referrals between departments and citizen files handled as cases with owners, deadlines and history.
Why it matters
Work that lives in a queue, not in inboxes
Most administrative work is not a form — it is a case that passes between people. Without a queue, it lives in inboxes, and the only way to find out where something stands is to ask. A case gives it a number, an owner, a term and a trail.
A number and an owner
Every case is identifiable and belongs to someone.
A term that is visible
The deadline is part of the case, not of a separate list.
A trail instead of a question
Where something stands can be read, not asked.
What a case carries
Six things that travel with every file
Together they are what makes a case answerable months later.
An owner
One person accountable at any moment, with reassignment recorded rather than silent.
A deadline
Statutory or internal, counted by the system, visible before it expires.
Its documents
Everything received and produced, in the versions that were actually used.
Its decisions
Who approved what, when, and on what basis.
Its related records
The applicant, the asset, the permit or the contract the case concerns.
Its history
A complete trail, from registration to closure, that survives staff changes.
How it works
Registered, routed, worked, closed
Routing by rule, so it does not depend on who read the email first.
01
Register
From the portal, from email, from a department, or raised internally — every route creates the same kind of record.
02
Route by rule
Subject, location, value or applicant type decide where the case goes, so routing does not depend on who read it first.
03
Work it
Tasks, requests for information and approvals happen inside the case, with the clock suspended when it should be.
04
Close and account
The outcome is recorded, the applicant informed, and the case becomes evidence for reporting and audit.
Outcomes
What changes
Nothing without an owner, and a handover that does not need a briefing.
Nothing without an owner
Every open case has a name against it.
Workload that can be balanced
Managers see queues per team and per officer, not per inbox.
Handovers that survive
A colleague can pick up a case without a briefing.
Configured per administration
What is configured
- Case types and the procedure behind each
- Routing rules by subject, location, value or applicant
- Deadlines, and what suspends or restarts them
- Approval steps, roles, delegation and substitution
- Required evidence before closure
- Escalation thresholds and notifications
- Visibility rules between departments
- Reporting dimensions and retention
Connected to
The rest of the platform
- The workflow engine, which runs the procedure behind each case type
- The document registry and archive
- The applicant record, so cases follow a person or a company
- Reporting, for volumes, ageing and time to decision
On your procedures
Take the case type that generates the most phone calls.
We configure its routing, its term and its closure evidence, and run it through the queue.