One app – several services. Stronger use, reach and dialogue
Many municipalities offer digital services, but often in separate apps or systems. This creates a fragmented experience for residents and limits both usage and visibility.
Municipalities all over the Nordics - like Danderyd, Huddinge, Västerås (Sweden), and Sandefjord (Norway) have chosen a different model: A single citizen app that combines several everyday services - with built-in push notification functionality for direct and relevant communication.
A service that drives engagement, and opens dialogue: “Report a problem”
In the States, it’s called 311, in Sweden “Felanmälan”. The service “Report a problem” is one of the most common ways for residents to contact the municipality. It is also a natural entry point to the app – and an important driver for further communication.
Example: Driftweb by Sweco
Many Nordic municipalities use Sweco’s Driftweb for fault reporting. Reports about e.g. broken streetlights, icy sidewalks or waste issues can be sent directly into a backend for the municipal departments to handle it, and report back to it’s citizens.
Most of these tools do have a feedback-module, making sure the reporting individual, can receive feedback and updates on the reported issue: ““Thanks – we’ve received your report about the broken light on Storgatan. Action planned for Tuesday.”
Further, municipalities in the Nordics see great value in applying a broader layer of communication on the reports. Can reports be the basis of broader messaging - helping the citizen in their everyday life, and reducing number of calls, issues and reports to the municipal service center?
“We’ve received several reports of icy conditions – sanding is in progress this afternoon.”
“A major water leak has been reported – service crews are on site. Updates will be posted in the app.”
This turns fault reporting into more than just a transaction, it becomes the start of visible, two-way communication.
More Services = More Everyday Value
The more relevant services included, the more useful the app becomes in daily life:
Danderyd, Sweden
Water temps in summer, traffic info, “report a problem”, local public transport.
Effect: Seasonal relevance brings recurring use
Sandefjord, Norway
News, calendar, alerts, “report a problem”
Effect: 70% household coverage. Push notifications used both reactively and proactively - to broad and narrow target groups. Weekly relevance and usage.
Huddinge, Swden
“Report a problem” through Sweco’s Driftweb.
A starting point for broadening app service offering and outbound communication.
Västerås, Sweden
Targeted, hyper-local outbound messaging from local municipal services, such as senior centers and youth clubs. Additionally - narrow messaging on specific needs - “the school bus is delayed today”
Effect: Serveral hyper-local needs covered - creating loyalty and positive buzz. “The municipality really sees my need, here!”
Summary
"Report a problem" is often the resident’s first digital contact – but it doesn’t have to be the last. With the right setup, it becomes the starting point for ongoing dialogue.
By gathering services – like fault reporting, waste calendars, or school info – into one citizen app and enabling direct communication via push, municipalities achieve:
- Simpler and more unified digital contact
- Higher reach and usage
- Stronger trust between municipality and citizen
