CityMood — one view of every request across your city
CityMood
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CityMood CityMood

All the requests from your community, tracked in one place.

CityMood connects to the channels you already use, centralises requests, detects duplicates and keeps each case's history from receipt to the response to the resident.

CityMood at a glance

All your channels. All your requests. One shared view.

CityMood brings requests from your different channels together, categorises them, detects duplicates, assigns them to the right department and keeps a record of how they are handled. Managers and elected officials can use consolidated indicators to manage interactions with residents.

The channels you already use
Emails
Forms
Calls
Front desk
Social media, reviews
Letters
Field reports
CityMood
Centralises Categorises Detects duplicates Tracks
Every request remains tracked, regardless of the channel it came through or the department handling it.
Two ways to use CityMood
Manage and track requests
One case with its full history, from receipt to response.
Insights
Volumes, topics, neighbourhoods and handling times.
Case 4128 Street lighting
2.1 days
Street lighting — Rue Victor Hugo3 linked requests
Channel
Email
Received
Mon. 08:42
Department
Roads / Lighting
Status
In progress
“We have already reported this streetlight. Is any work planned?”
Same address 3 exchanges 2 departments 3 similar requests
Case history · click a step
Received
Email channel · Mon. 08:42
Categorised
Topic, location, requester · Mon. 08:44
Assigned
Roads / Lighting department · Mon. 10:40
In progress
Work scheduled · Tue. 08:05
Answered
Response sent to resident · Wed. 14:20
Closed
Case closed, history preserved · Thu. 09:05
Answered
“Work is scheduled for this week. We will update you as soon as it is complete.”
Resident request tracking

One case with its full history, through to the response.

When a case moves to a different department or contact, its context stays with it. The incoming channel, date received, categorisation, assignment, exchanges and completed actions remain available to the staff member taking over.

Channel, date received, requester, topic and location
Status, responsible department, exchanges and completed actions
No re-entering information or asking residents to repeat their requests
and the resident knows
Insights

A consolidated view of what your community is reporting.

Requests, messages, reviews and posts: volumes, topics, neighbourhoods and handling times in one place. Recurring issues become visible, along with the streets affected and how they evolve.

Topics Neighbourhoods Recurring issues Handling times
Recurring topics, by neighbourhood
Topics on the rise in recent weeks
Pending requests and issues that need attention
this is the moment we are looking for
Dashboard
Week 31
Requests · 30 days
0
Average time
0
Requests handled
0
Weekly incoming volume
Roads · hover over the chart, or choose a topic
W31 · 196
Requests by topic
This month · click a topic
Roads42 · ↑ increasing
Centre neighbourhood · 12 similar reports
Cleanliness31 · stable
Town centre and market
Street lighting18 · ↑ increasing
3 streets particularly affected
Parking12 · stable
Around the station
Green spaces9 · ↓ decreasing
Parc des Coteaux
Example interface. The values shown are illustrative.
Topic details
Roads increasing
—
— —
— —

—

aggregated post —
Reported impact

—

Handling timeline
1Report published—
2Being handled—
3Passed to the relevant department—
4Response sent to the resident—
5Follow-up or closure—
Explicitly mentioned locations

A location is included only when an explicit reference appears in the source post. Nothing is inferred from a profile or an assumed address.

Two streets account for half of the lighting reports
Assessment

How well does your local authority track its requests?

Ten questions about your organisation, request tracking, understanding of your community and communication with residents. See your maturity score, strengths and three practical priorities.

Request a demo
What you get

A maturity score across four dimensions: organisation, request tracking, community insight and resident relations.

What comes next

Three priorities ranked by importance, each with an associated risk, areas for improvement and a proposed solution.

How it works

Ten questions, immediate on-screen results, no registration. Export your summary to share internally.

How it works

From the request received to the response sent.

01
Receipt

Emails, forms, telephone, front desk, letters and field reports: your existing incoming channels stay in place.

02
Categorisation and assignment

CityMood identifies the topic, location and relevant information, detects duplicates and routes each request to the right department.

03
Manage and track requests

Every case retains its history, progress and completed actions.

04
Response to the resident

The response is sent and recorded in the case history, then the case can be closed.

Alongside this
Indicators update automatically.

Insights are built into the process, drawn from the requests received and handled. As cases progress, managers and elected officials gain a clear view of topics, affected neighbourhoods, workload by department and handling times.

Topics Recurring issues Department breakdown Neighbourhoods Handling times
Channels that can be connected
Emails Forms Calls Letters Social media Online reviews Field reports
We connect channels one at a time to suit your tools and organisation: email, forms, front desk, telephone and letters. During the scoping session, we confirm which channels can be connected straight away.
Interoperability

Keep your existing channels and tools.

CityMood works alongside your information systems and requires no new process for residents. It connects to what exists and creates shared tracking across incoming channels, departments and responses.

01
Your channels stay in place

Email inboxes, forms, telephone, front desk and letters continue to work as they do today.

02
Keep using your existing tools

CityMood connects to your CRM, resident relationship management system and departmental applications, working alongside them.

03
Shared tracking, from receipt to response

Assignments, case history and progress stay accessible as cases move between departments.

Want to see this with your own requests? Request a demo →
Getting started

A gradual rollout, channel by channel, tailored to your organisation.

Connection takes place without interrupting service or introducing a new process for residents. Each department is configured, given access and trained before launch. Here is a typical scenario, adjusted to your schedule.

1 Step 1
Scoping and connection

Agree the scope, priority channels and tools with your departments, then connect the selected channels and tools.

2 Step 2
Department-specific setup

Topics, neighbourhoods, assignment rules and access permissions are configured to match each department's responsibilities.

3 Step 3
Role-based training

A one-hour session for each role: front desk staff, technical services, senior management and elected officials' teams.

4 Step 4
Launch

Your first requests arrive in CityMood, with our team on hand to help you manage the first cases.

Support
A dedicated contact throughout the rollout
Role-based training, on-site or remotely
Monthly review during the first three months
What you provide
A contact in each relevant department
Access to the email inboxes and forms to connect
An hour set aside for each team's training
After launch

Email and telephone support during office hours, materials and tutorials for new staff, and connection of further channels at your own pace.

Discuss the rollout →
For your elected officials and teams

One set of information, three ways to use it.

Elected officials and advisers
Decide

Understand what residents are reporting, on which topics and in which areas, without requesting a spreadsheet from every department.

Topics on the rise
Recurring issues
Geographical breakdown
Issues that need attention
Topics on the rise · week 31
Cleanliness · town centre↗ +18 %
Lighting · station↗ +9 %
Roads · hillsides↗ +4 %
Two streets account for half of the lighting reports.
Senior management and chief executives
Manage

Track volumes, handling times by department, pending requests and stalled cases.

Request volumes
Handling times
Department breakdown
Pending requests
Insights · 30 days
Received
1 248
Average time
2.4 days
Requests handled
86 %
Roads412 · 2.8 days
Cleanliness377 · 1.9 days
Pending > 7 days31
Departments, front desk and staff
Handle

See the requests assigned to your department, pick up a case with its full history and respond without re-entering information.

Assigned requests
Complete history
Similar requests
Response to the resident
My requests · today
4128 · Rue des Écoles3 linked
4131 · Avenue de la Gareto close
4134 · Square des Tilleulsfollow-up
Case 4128 already includes 3 exchanges and 2 departments. The history is complete before responding.
What we believe
Every report tells part of the community's story. Together, they reveal what is really happening.

An email, a call, a social media message: every report says something about the community. Separately, they can be lost. Together, they show where to act, in which neighbourhood and on which issue. Technology stays in the background: what matters is the community and the service delivered.

listening means more than collecting
Data & security

Your data stays under your control.

Requests may contain personal data and other information that needs protecting. Here is what we can confirm today, along with the points we review with your IT team and data protection officer before launch.

Hosting
Hosted in France
Request data is hosted in France.
Legal framework
GDPR compliant
Personal data processing complies with the European regulation.
What we review with your IT team and data protection officer

Every point is documented for your local authority during scoping, before launch.

Access permissions and roles by department
Records of who accessed data and what they did
Encryption in transit and backups
Data retention periods and relevant data processors
Level of human approval before responses are sent
Questions

Frequently asked questions

Do we need to replace our current tools?
No. CityMood connects to the tools you already use and keeps requests connected across channels and departments. Each department keeps its own tools.
How does CityMood fit alongside a CRM or resident relationship management system?
Both options are possible. If you want to keep your CRM or resident relationship management system, CityMood works alongside it: you continue managing cases in your existing system, while CityMood connects requests from other channels, groups those about the same issue and lets you track the whole process. CityMood can also replace a cumbersome or underused system and track requests from start to finish. You can also get started without either system.
Does CityMood create a new channel for residents?
No: no app, account or new address to remember. Residents write, call, visit the front desk or comment on social media as they do today. CityMood centralises these messages from your existing channels and makes them trackable by your teams. The change happens within the council; residents simply receive a faster response.
Can we start with a single channel?
Yes. Channels are activated one at a time, starting with the one receiving the most requests.
How long does it take to get started?
Less than a week on average. 
How does the artificial intelligence work?
It helps categorise requests and link those about the same issue, making trends visible. It stays in the background: staff remain in control of handling and responses. Details of the models used and data processing are reviewed with your IT team and data protection officer.
Are responses sent automatically?
The level of approval needed before sending a response is agreed with each department during scoping and reviewed with your data protection officer.
What happens to the data?
It is hosted in France and processed in accordance with the GDPR. Details are provided in the section Data & security.
What does the CityMood assessment measure?
It gives you an initial picture based on the practices you describe: organisation, request tracking, community insight and resident relations. Request volumes and the number of channels provide context for recommendations without penalising larger authorities. Your answers are sent to CityMood when you complete the questionnaire. This is neither a certified audit nor a comparison between councils.
Is CityMood suitable for a small council?
Yes. The scope adapts to your organisation: a council can start with one channel and two departments, while a group of authorities can involve all its directorates.

Let's explore CityMood with your own requests.

A 30-minute demo tailored to your channels, your organisation and the challenges you face in managing resident requests.

Talk to us →
30 minutes · tailored to your organisation · no commitment
CityMood Your local authority's assessment
Before you begin

A little information about your organisation.

These details put your answers in context in relation to local authorities of a similar size. Two fields are required.

You are answering on behalf of *
Please indicate which organisation you are answering for.
Your email address is optional. Your answers are sent to us at the end of the questionnaire. We may contact you about this topic, and you can object at any time. Privacy.
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Your local authority, in perspective.

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Four dimensions, one clear view.

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Your progress is saved in your browser session. Your answers are sent to CityMood at the end of the questionnaire. This assessment is based on your stated practices; it is neither a certified audit nor a comparison between local authorities.