Why councils need it
A broken street lamp should not depend on who happened to answer the phone. In most councils today, complaints arrive by phone, letter and walk-in, field jobs are tracked on paper, and asset records live in spreadsheets that nobody links to a map.
The result is familiar: requests fall between desks, citizens never hear back, and nobody can say whether the bulb replaced last month is still under warranty. MCWorks replaces those gaps with one shared record, from the citizen's report to the verified repair.
What MCWorks does
Six modules share one record, so a complaint, the job it creates and the asset it concerns are always connected.
| Complaint management | Categories with response targets (SLAs), triage, a named responsible officer who accepts or declines, reply templates, and the option to ask the citizen a question while the clock pauses. |
|---|---|
| Work orders | Jobs raised from complaints or plans, assigned to a worker or team, with checklists, time logs, photo evidence, parts used and supervisor verification before a job counts as done. |
| Asset registry | Lamps, drains, roads, buildings and equipment, each with condition, location, site hierarchy and fitted parts with warranty dates. Assets can be registered straight from a GIS layer. |
| Maintenance and inventory | Scheduled maintenance plans that raise work on time, plus stores, stock levels and issues of materials to jobs. |
| GIS and maps | Council-defined spatial layers, a QGIS plugin for GIS officers to edit and sync data directly, and an approval step before any layer is published to the public map. |
| Reporting | A live dashboard of complaint volumes, resolution times, overdue work and asset reliability, with a complaint heatmap. |
How a complaint is handled
At every step the screen names who holds the request and what they do next.
A resident reports it
With a photo and a map pin, picking the exact lamp or drain from the council's published map, and gets a tracking code.
An officer accepts it
The responsible officer accepts or declines, triages it against the category's response target, and replies from a template.
A job is raised
A work order is created from the complaint and assigned to a worker or team, linked to the asset.
The crew does the work
Field crews follow the checklist and log time, photos and parts on a phone, even without signal.
A supervisor verifies
Completed work only counts once a supervisor has checked the evidence.
The resident is told
SMS and app notifications keep the resident updated, and the tracking code shows the outcome.
If the report is unclear, the officer can ask the citizen a question; the response clock pauses until they answer.
Built for Sri Lankan councils
Sinhala, Tamil and English
Staff and citizens switch language at any time, on every screen.
A citizen app with no install
Residents report an issue with a photo and a map pin, pick the exact lamp or drain from the council's published map, and follow progress with a tracking code.
Works in the field without signal
Field crews open their jobs offline on a phone; updates are saved on the device and sent when the connection returns.
SMS and app notifications
Staff and citizens are told when something needs them, through an SMS gateway and web push.
One authority, its own data
Each installation serves a single council under its own name, logo and short code.
Accountable by design
Every change in MCWorks is recorded: who did it, when, and why. That record cannot be edited afterwards.
Role-based access
Complaint officers, field workers, supervisors, GIS officers, storekeepers and managers each see and do only what their role allows, enforced on the server.
One owner at every step
A request is always with a named person or team, and they must accept it. The screen shows whose turn it is and what happens next.
Checked before it counts
Completed work is verified by a supervisor, and published map data is approved by someone other than the person who submitted it.
Evidence that stays
Photos and condition records are kept as an append-only history, corrected only by adding a new entry.
Citizen privacy
Contact details are shown only to staff permitted to see them, and access is logged.
Getting started
Byteloom sets MCWorks up for your council and works with your team through the rollout: categories and response targets, staff roles, map layers and the citizen app. Councils switch on only the modules they need and add more as they grow.
Staff work in a web browser on any computer or phone, and the app can be installed on the home screen. GIS officers keep working in QGIS with the MCWorks plugin.
See MCWorks working with your own council's data.
Tell us which council you are with and the services you want to start with, and we will set up a demo around them.