Citizen service line
A single number with a menu by department, so callers reach the right office without being transferred five times.
For your industryGovernment agencies and public utilities
Virtual phone number for government agencies, city halls and public utilities
Citizens call to request an appointment, report damage or ask about a procedure. Give them a line that answers, guides them and keeps a record of every interaction.
Let me explainCitizen service lines that answer, guide and measure, even in emergencies.
Explained simply
Why a virtual number for public agencies and utilities?
At a city hall, a government office or a water and power utility, the phone is often the only channel citizens use. The man who wants to know what papers he needs for a subsidy, the neighbor reporting a fallen pole or a broken pipe, the shopkeeper asking about paying the local business tax. When the line is busy or no one answers, the person has to go to the counter in person, and the complaint ends up arriving some other way.
With 19 80 TIC Cloud, the agency can have +57 3xx mobile numbers and landline numbers that take many calls at the same time, with a menu that guides each citizen: procedures, damage reports, petitions, complaints and claims, or talking to an official. Calls can be recorded, and reports show how many people called, at what time and how many went unanswered, which is useful for accountability and for planning staff in each department.
During the rainy season, a service outage or a vaccination drive, calls multiply in minutes. That’s when an AI agent helps by answering at any hour what everyone is asking, such as hours, affected areas or requirements, along with bulk SMS or voice messages to alert the community. Citizens’ data must be handled under Ley 1581 de 2012, so it’s best to say at the start that the call is recorded.
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Use cases
What it solves for government agencies and public utilities
Utility outage reporting
Leaks, power outages or blocked sewers are reported by phone or WhatsApp and logged with the time and a recording.
Scheduled outage notices
A bulk SMS or voice message tells affected neighborhoods the date and time of a water or power outage.
Appointments for paperwork
An AI agent assigns appointments for procedures like Sisbén or counter service, reducing lines at the office.
After-hours service
At night or on weekends, AI guides citizens and logs their case so an official can follow up the next business day.
A normal day
A downpour in a small town
For example, on an afternoon of heavy rain in a town in Cundinamarca, dozens of people call the utility company at the same time to report that the water is out or a creek is rising. The line never gives a busy signal: the menu separates emergencies, which go straight to the person on duty, from damage reports, which the AI agent takes down with the address and neighborhood. An hour later, a bulk message tells the affected areas the estimated repair time.
What you’d use
The tools that work for you
PBX and call centerMenu by department, staff queues, recording and reports to measure service and report on it.Artificial intelligenceAn AI agent answers repeat questions and books appointments at any hour, freeing up the line.SMS and audioBulk notices about outages, community events or emergencies to the whole community in minutes.WhatsApp and chatCitizens report damage with photos on WhatsApp and staff reply from a shared inbox.Virtual mobile numberMobile and landline numbers that take many calls at once, even when an emergency drives up demand.
Decision-maker
What each person on the team gains
Mayor, manager or secretary
Shows a citizen service that answers and has numbers to report back to the community.
Head of citizen services
Know how many calls come in per department and per hour, and assign staff according to demand.
CTO or IT director
Have a cloud PBX with no equipment to maintain, with recordings and reports available.
We answer your questions
FAQ: government agencies and public utilities
Can we have a single number for all departments?
Yes. A number with a voice menu routes calls to each department or office. You can also have separate numbers for procedures, utilities or emergencies, all on the same PBX.
What if hundreds of people call during an emergency?
The number takes many simultaneous calls, depending on your plan, and those waiting hear useful information while they’re on hold. An AI agent can answer repeat questions to take load off staff.
Are calls logged to respond to requests and complaints?
Yes. Every call can be recorded with date and time, and reports show service volume. That helps you follow up on requests, complaints and claims that come in by phone.
How is citizens’ data protected?
They must be handled according to Ley 1581 de 2012: tell callers the call is being recorded and use the data only to serve them. It’s a good idea to define within the organization who can listen to recordings.
Can it announce water or power outages?
Yes. With bulk SMS or voice-message calls you tell affected neighborhoods the date and length of the outage, and residents can press a key to speak with a staff member if they have questions.
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