Municipal Citizen Request Software: Dublin Cost (2026)

The verdict in three sentences

A local authority area of 25,000 residents receives several thousand requests a year by phone, email, front desk and social media, with no single view of how they are handled. A single digital front door with MyGovID sign-in, geolocated issue reports and deadline tracking costs, as a 2026 order of magnitude, 30,000 to 70,000 EUR excluding VAT for a tendered build, against 8,000 to 25,000 EUR a year with a specialist vendor. The right choice depends less on price than on how well the portal connects to operational teams and meets EU web accessibility rules from day one.

What the front door has to absorb

In a Dublin local authority area, or a municipal district of comparable size, the flow falls into three families. Issue reports (potholes, broken street lights, illegal dumping, graffiti) peak in spring and autumn. Bookings for community halls, equipment and sports facilities tie up front-desk and community staff. Administrative requests (certificates, permits, parking and waste queries) still often arrive by post or in person.

The director of services wants to know how many requests come in, who handles them and how long they take. Today a road defect can pass through three staff members before reaching the right crew, and the resident hears nothing back. The first job of the portal is to make that path visible.

Vendor or custom build: the 2026 numbers

Citizen relationship vendors offer proven products, often hosted in EU data centres. A custom build is justified when the authority wants deep integration with existing systems (GIS, asset management, case management) or to share the platform with neighbouring authorities.

For public bodies, Kolonell works on a quoted basis, after reviewing the tender documents and the procedure chosen by the contracting authority.

Rules to write into the tender

• Accessibility: the EU Web Accessibility Directive, transposed in Ireland by S.I. No. 358 of 2020, requires public sector websites and apps to meet EN 301 549 (WCAG 2.1 AA) and publish an accessibility statement. A pre-launch audit on a sample of pages costs 3,000 to 6,000 EUR as a 2026 order of magnitude.
• Identity: MyGovID lets residents sign in with an existing verified account, avoiding another password database.
• GDPR and the Data Protection Act 2018: records of processing, retention periods per request type, privacy notice, and a DPIA if sensitive data is processed.
• Procurement: below EU thresholds, quick quotes or an open procedure on eTenders, following Office of Government Procurement guidance.
• Exit: full export of requests and history in an open format at contract end, essential with any vendor.
• Interoperability: APIs to asset management and GIS so a report lands directly with the roads crew.

Mini case study

Aoife, director of services in a Dublin-area authority covering 25,000 residents, counts 9,000 requests a year handled by the front desk, the call centre and operational sections. Each request takes on average 14 minutes of retyping, forwarding and chasing, or 2,100 hours a year.

With the portal, retyping disappears for the 60 % of requests filed online and the average drops to 6 minutes. Gain: 9,000 x 8 minutes = 1,200 hours a year, or 0.75 full-time equivalent. At a loaded cost of 48,000 EUR a year for a staff member, the time released is worth about 36,000 EUR a year. A 55,000 EUR build, plus 9,000 EUR a year for maintenance and hosting, pays back in a little over 2 years, and the released capacity can move to supporting vulnerable residents.

FAQ

Which procurement route fits?

At this value, a competitive process published on eTenders is common, with a 4 to 8 week tender window. Frameworks run by the Office of Government Procurement may also list suitable vendors.

Should we keep the phone line?

Yes, part of the population, often 30 to 40 %, will keep calling or visiting. Staff then log the request in the same tool, so tracking is identical.

What does accessibility add to the budget?

Built in from the start, it adds 10 to 15 % to the development budget. Retrofitted later, it can double that cost.

Can we share the platform with other authorities?

Yes, a shared build spreads the cost, often in proportion to population. Per-authority configuration adds 2 to 4 weeks.

How soon do we see results?

Online issue reports usually start in the first month. A 50 to 60 % digital share is typically reached in 12 to 18 months with steady communication.

Let's scope your project. Single front door, MyGovID, geolocated reports and EU accessibility compliance: we review your tender documents and propose a 4 to 7 month plan. Detailed quote within 48 h. WhatsApp +221 77 596 93 33.