My City Vienna

Putting citizens in control

Body: Capital City and State
Region: Austria
Population: 1,889,083

“Vienna is a diverse, multicultural city where busy people want fast, easy, reliable access to their public services. At the same time, we need to control costs. With its MyCity incident, case and grant management services Atos has delivered a highly flexible solution that will improve citizen access to a growing range of services, applications and information while delivering more value to local taxpayers – which is good news for everyone.

BMs. Heissenberger
CIO City of Vienna

Creating seamless services for societies in transition for Stadt Wien


Assisted by MyCity from Atos, cities like Vienna are adopting new ways to deliver a better service, higher quality care and more transparency while cutting costs and minimizing bureaucracy.

Societies are undergoing rapid transition. New technologies and multi-channel communications have created so many more ways to access the key services we all depend on to run our lives. As citizens, our expectations have never been higher. Whether we need to contact our local council, healthcare provider, crime unit or finance lender, we want to feel valued.

Creating a citizen-centric model built around total customer care requires automation of manual processes plus a high degree of integration across complex environments, something that many public service bodies have struggled to achieve with conventional approaches.

However, a new generation of MyCity solutions from Atos – MyCity incident, case and grant management services is proving extremely effective at consolidating disparate services in ways that benefit citizens, employees and organizations alike. By combining customer insight, business intelligence and a single customer view the MyCity incident, case and grant management framework can deliver a low-risk, highly flexible framework to enable this transformation. Built on a standard xRM software model, it is quick to implement, easy to scale and can be self-financing within a year, as Vienna City Council and other forward looking organizations are discovering.

The challenge


  • Societies are undergoing rapid transitions.
  • Today citizens demand easy access to information, guidance and answers, how and when we want them.
  • That process has to be as simple, streamlined and straightforward as possible.
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The solution


  • Developing and testing a proof-of-concept, followed by a pilot trial with continual stakeholder input to evolve the new service with minimal risk.

Business benefit


  • A 40% reduction in processing time.
  • Faster, more accurate responses.
  • A simpler service with improved ease of accessibility.
  • A 50% reduction in IT project time and costs.

Related resources

Opinion Paper

My city, a data-driven city

Our vision, the components of a Data-Driven City, the enablers for making this a reality, and relevant projects we have completed for clients in cities across the world.

Position Paper

Funding for the Smart City

This paper explores ways to liberate funding for smart city initiatives.

Our experts

Albert Seubers

Director Global Strategy in Cities

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