Citizen complaints and dispatch on one stack for Sumqayıt Təmizlik Departamenti
A city sanitation department needed citizen complaints, dispatch, and operational reporting in one place. We delivered the IT infrastructure, security systems, data server, ERP, call centre, and a unified network — so a complaint at intake becomes a routed task on the same day.
- Multi-phase
- Elvin Şərifov + Bəhram İbadov
- IT infrastructure · Security systems · Data server · ERP · Call centre · Unified network
- Live
Starting point
The Sumqayıt sanitation department was carrying the operational reality of a busy city on tools that were never designed for it: phone notebooks, paper dispatch sheets, and a call line that was disconnected from the rest of the operation. A complaint could enter the system in the morning and still not be routed by the afternoon.
The brief was to make the department a single operational system. Bəhram İbadov led the infrastructure and security side; Elvin Şərifov led the ERP and the call centre design — and together we wired citizen intake straight into dispatch.
Decisions
- Citizen intake belongs inside the ERP — every complaint, wherever it comes from, lands as a record in the same system the crew leaders already use to plan the day.
- Call centre as the front door — agents work on the same identity and the same data as the rest of the team, so a call is not a parallel universe.
- One routed network — depot, head office, and the call centre operate as one network with consistent security policy.
- Hardened data server — citizen reports, dispatch records, and reporting consolidated on a tier we operate, not on a sales workstation.
- Security systems treated as one — cameras, access control, and perimeter share the same identity and policy as the IT stack.
Execution
We started with the network and the data tier, then brought the ERP online with workflows defined alongside the dispatch supervisors. The call centre was wired in next — agents authenticating against the same directory as crew leaders, complaints logged directly against ERP records. Security systems were folded into the same stack. Every layer was documented and handed over to an internal owner.
"A citizen complaint that takes a week to find an owner is the same as a complaint nobody received. The fix is structural — one system, one intake, one record."
— Elvin Şərifov + Bəhram İbadov
Result
- Citizen complaints routed inside the ERP — intake and dispatch share one record.
- Call centre on the department's identity — agents and crews work against the same data.
- One routed network across the depot, head office, and call centre.
- Hardened data tier — citizen records and dispatch history under documented ownership.
- Security folded into the IT stack — one perimeter and one policy rather than three.