Başkent 153 Citizen Request Line
🤖 AI-generated summary of the sources below · 🔎 Last verified
This overview was generated with AI from the public sources listed below and checked against them before publication. It has not had a complete human fact-check — treat it as a starting point and follow the sources.
Başkent 153 has taken requests, complaints and reports from Ankara residents since 2003, and now runs on phone, SMS (6284), WhatsApp, web, the Başkent Mobil app and social media. What distinguishes it from a switchboard is the audit layer bolted on when the system was rebuilt: a unit-audit team meets monthly with call staff, a response-audit team checks whether an answer was given on time and whether the problem was actually solved rather than closed, complaints can require a photograph confirming the fix, and a reporting team maps which parts of Ankara raise which problems and how long they have gone unresolved. The application counts — incoming, pending, completed — are published on the Şeffaf Ankara open data portal.
📊 Impact
In the first seven months of 2023 the call centre logged 2,027,238 calls and answered 631,133 formally recorded applications. The municipality reports satisfaction with call-centre staff at 97%, a self-measured figure from its own surveys.
🎓 Lesson
Most 311-style systems publish what they closed. The useful number is the ratio between contacts and cases — 2.03 million calls produced 631,133 recorded applications — because that is where a request line decides what counts as a request at all. Publishing the pending queue alongside the completed one is the harder half, and Ankara does it.
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📎 Cite this project
1001 Smart Cities (2026). “Başkent 153 Citizen Request Line” — Ankara, Turkey. The Smart City Atlas. https://1001smartcities.org/projects/ankara-baskent-153/ (last verified 2026-08-06). Data: CC BY 4.0.
The underlying data is free to reuse with attribution — see the open data page.