“Vilnius City Housing” Customer Self-Service
A customer self-service platform enabling residents of Vilnius to manage housing-related services in one place. The system supports application submission and tracking, service access, invoice viewing and online payments.
The platform brings resident and administrative processes together in one digital journey – from submitting a request through fulfilment and settlement.
The challenge
The task
Before implementation, customer-service processes were split across several channels and systems, making requests labour-intensive to manage and difficult to track.
A single self-service solution was needed to bring together request management, housing-maintenance tasks, contract administration and invoice payment.
It was also important to ensure smooth integration with accounting, document management and municipal authentication systems.
Main features
Notifications and communication
Residents can submit requests, track their status and receive responses in real time.
Applications and digital services
Completing digital applications, auto-populating data, uploading attachments, submitting requests and tracking processing status.
Invoices and payments
Automatically generating invoices, presenting them to residents and processing integrated payments.
Documents and contracts
Viewing, downloading, updating and electronically signing documents and contracts, with status tracking.
Registration and sign-in
User registration, self-service access and authentication through integrated identity-management services.
Customer profile
Managing personal and contact details, password, language, consents and privacy settings.
Service and process administration
Centralised management of customers, requests, documents, contracts, invoices, user permissions and digital-service workflows.
Integrations and data exchange
Automated data exchange with “Rivile”, “Avilys”, “Dokkobit”, “Paysera”, “Vilnius login” and SMS services.
Help and FAQs
Searching frequently asked questions, viewing answers and submitting additional questions to the administration.
The result
Integrated resident self-service information system
Together with SĮ “Vilniaus miesto būstas”, we created a customer self-service system that brings the main housing-administration processes together on one digital platform. The solution supports seamless collaboration between residents and the administration, reduces manual work and improves the speed and quality of service delivery. It integrates with key external services, including payment, document-management and municipal authentication platforms, ensuring end-to-end process continuity.
Project results
The project covered requirements analysis and detailed design for the SĮ “Vilniaus miesto būstas” self-service system, including functional, technical and data architecture, UX/UI design, and the construction of self-service portal, administration and digital-service workflow components. Integrations with “Rivile”, DVS “Avilys”, “Dokkobit”, “Paysera”, “Vilnius login” and “Telia SMS Gateway” were implemented. Test and production environments were prepared, servers, security, domains and deployment processes configured, and the system deployed, tested and prepared for pilot and production operation. User and administrator documentation and training materials were prepared, training delivered, and post-launch technical support, incident resolution and warranty maintenance provided.
Centralised service administration
Self-service invoicing and payments
Automated notifications and communication
Digital housing services
Electronic document management and signing
A unified resident self-service environment