# Citizen request management for the City of Düsseldorf

> A request management tool for the state capital Düsseldorf: structured intake, processing and evaluation of citizen requests in one place.

Quelle: https://kontrollfeld.de/en/case-studies/dus-anliegenverwaltung/
Sprache: en
Kunde: City of Düsseldorf
Branche: Public Sector
Tech-Stack: Laravel, React, TypeScript, PostgreSQL
Veröffentlicht: 2024-02-01
Hinweis: KI-generiert, menschlich reviewt.

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## 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.