CityOS in a district of 180,000: 6 months, 40,000 tickets
How a district municipality managed 40,000 citizen reports in 6 months with CityOS. The design decisions that determined success — not the technology.
In January 2026, a district in Antalya deployed CityOS. By June, over 40,000 reports had been received and resolved. Beyond the numbers, the most valuable lessons from this period:
Process first, software second
The mayor's first question in the initial meeting wasn't about software features: "How do we not reduce the permanent staff count?" This was the right question. If they'd adopted CityOS just to "collect reports faster," it would have been the same as the old system.
The solution: instead of an agent chasing reports, build a team that meets reports in the field. 12 street representatives in the city center, each responsible for 4 neighborhoods. Every morning their mobile app shows daily routes.
Finding: category matters more than volume
In the first two months, the top report type was "pothole." An analysis revealed that 600 of 1,000 potholes were in the same heatmap — an area with heavy winter rainfall and old infrastructure.
When CityOS's reporting view started showing the mayor "the source of the problem," it transformed from a routine request handler into a decision-support tool.
Three slowdown points
As with any system, three points caused delays:
1. Vehicle assignment: Directing a report to the field is the most critical step. Average wait time was 4 hours. A rotation algorithm was developed to bring this down to 90 minutes.
2. Citizen feedback: There was no "what happened" response to the citizen who filed the report. A closed-loop notification was added: "Your request was received → team dispatched → resolved."
3. Neighborhood headmen (muhtars): The headmen were outside the system. After giving them read access, they started checking before complaints even arrived.
Outcome
Of 40,000 reports in 6 months, 94% were resolved within 14 days. The municipality's own data shows this was 61% in the old system. The difference wasn't in the technology; it was in how the team receiving reports was designed.
CityOS became a tool that helped the municipality rethink its own internal processes. The software didn't solve the problem — it made the problem visible.