Municipality of Ümraniye – e-Municipality Project

With the solutions provided by Erkyazılım, the Municipality of Ümraniye is now offering higher-quality services to its inhabitants through Internet and telephone facilities.

Ümraniye is one of the fastest-growing and largest districts of Istanbul with a population exceeding 1.000.000. The Municipality of Ümraniye decided to work with Erkyazılım in 2002 to add interactivity and ease of access to its municipal services.

The Solution,

In 2002, Erksoft firstly prepared a Web portal where all municipal activities could be published in up-to-date form for the Municipality of Ümraniye to offer its services to citizens in a better-structured manner. Municipal users received training on the portal and updates started to be undertaken by municipal personnel.  The portal was improved in design and content management in 2003, 2004, 2005 and 2006. Furthermore, the Municipality of Ümraniye became the first municipality to use an address with the extension of In August 2006, the Web portal was renewed again with a brand new concept for municipalities.

Within the second stage of the project, an IVR system was installed in 2002 with the inclusion of such services as on-the-phone information on municipal services, information on application documents, voicemail for requests and complaints to the service desk, voicemail to the Mayor and inquiring on tax obligations. This project had its deserved place among the firsts for municipalities in Turkey.

The third stage of the project incorporated the opening of a new service channel in 2002 whereby citizens could pay their tax obligations

with a credit card, inquire on their current debts and print out receipts.

Within the scope of the fourth stage of the project, the White Desk unit receiving all requests and complaints at the municipality was transformed into a call centre. Again as a first for municipalities, a system was installed that enabled all calls received by the White Desk to be recorded and detailed reports to be generated on the performance analysis of personnel, incoming applications and relevant solutions and resolution times.

As the fifth stage of the project, the Multi-Channel Transmission Hub – Pigeon product was rolled out. This product serves as a hub for tax obligation reminders, bulletins on the activities of the Mayor and the Municipality, congratulatory messages and announcements on events that are carried out within the Municipality.  Conversations with taxpayers are being recorded.

Along with the final stage of the project, Video Streaming service was made available and through the service, the municipal trailer and the Çanakkale Movie could be watched without any problems by up to 100 viewers at the same time.

Various legs of this project implemented at the Municipality of Ümraniye were the first of their kinds in Turkey and constituted an example for other municipalities.  Among the services provided in 2002, the Municipality On the Phone application made it to the cover of IT Business magazine.

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