What is a Smart City?

A Smart City is defined as a city that is liveable, safe and sustainable. Building and maintaining a Smart City requires a long term and continuous relationship between the citizens and the Government. The bridge that allows these two parties to interact with each other efficiently is technology.

To ensure seamless engagement, a good platform is required so that the Government can improve services rendered and elevate efficiency. This is where REDtone IOT comes in.

REDtone IOT pairs creativity, innovation and knowledge with the right technology. This has resulted in a citizen engagement application called CitiAct. This application enables citizens to report and track issues, while the local councils are able to respond to the reports in a more timely manner.

Smart City Applications


REDtone has developed an IOT middleware that serves as a Smart City Hub called CitiSense. It is capable of:

  • Connecting, aggregating and storing various sensor data. 
  • Providing “Sensing-as-a-Service” to anyone who would like better insights into their connected assets, business or environment.

Issues We Are Facing Today

To be successful, a Smart City requires constant citizen participation. However, there are inherent challenges with existing channels of communication such as:

  • Call centres that frustrate citizens due to long waiting time, multiple redirects, and dropped calls.
  • Online portals with terrible processes and tracking ability that deter citizens from reporting.
  • Reports management with inconsistent formats and missing information that prevent automation of prioritisation and deter detection of correlation for issues. Serious issues can also cause unplanned surge of calls that overload the call centre.
  • Manual tracking of work distribution to the relevant service delivery teams is tedious. Plus, it is not monitored properly most of the time.
  • Social media tracking and retrieval of complaint cases via city councils’ Facebook or Twitter is chaotic, ad-hoc and unsystematic.
  • Newspaper and television are a final resort due to on-going frustrations.
  • Additional services such as the provision of external information (e.g. the weather) via a single portal should be disseminated by city councils.

The Solution – CitiAct

CitiAct is a mobile application developed by a team of experienced R&D engineers from REDtone IOT. It empowers citizens to perform their own reporting of issues in just a few taps. No waiting time on the phone and no long queues at call centres. The application will reduce the average duration required to resolve issues as the necessary information will be directed to the relevant service delivery teams. Citizens can also get feedback in real-time.

The data collected will provide valuable information for the city councils to improve the quality of life, and ensure a better city and better world for all.

CitiAct Modules

CitiAct Mobile Application

  • Enables citizens to report issues to city councils.
  • Reports contain information such as photo, location, and description of issues.
  • Reports are routed to the relevant city councils for further processing.
  • Users can view cases reported and status of each case.

CitiSense Portal

  • Public portal with all reported cases.
  • Citizens view specific types of reports by selecting categories.
  • Users can select a particular region to generate a list of reported cases.
  • All reports are tracked and status is updated in real time.
  • Environmental data such as Air Quality Index readings, rain data, and others are available.
  • Leaderboard for gamification encourages citizens to use the mobile application regularly.

CitiAct Case Management System

  • Comprehensive management system for stakeholders.
  • Allows administrator to acknowledge reports received, assign them to relevant service delivery teams and update the status.
  • Administrator generates cumulative report of cases for further action.
  • Reports are categorised as “Reported”, “Acknowledged”, “Resolved” and “False Report”.

CitiAct Dashboard

  • Comprehensive dashboard and reports that detail the performance of local authority management.
  • Provides feedback to management for performance improvements and focus on critical areas.
  • Greater insights allow for more effective use of resources and more accurate planning and budgeting.

CitiAct Contractor Application

  • Web application that can fit any screen; offers greater ease for on-site contractors to resolve reports assigned to them by city councils.
  • Records performance of the contractor assigned to resolve a particular report.
  • Helps resolve any dispute between contractors and city councils over the status of assigned jobs.
  • Tracks the status of assigned jobs.

CitiSense Middleware

  • Cloud-based cluster of highly redundant servers that can expose APIs for various IoT devices and applications.
  • Enables data aggregation and data transfer within/between different IoT applications.
  • Offers tools for storage, retrieval and analytics for Big Data applications.
  • Provides an evidence platform, automatically time-stamps any event in the system for dispute resolution.

More References


Dr. Mazlan Abbas

CEO of REDtone IOT. An IOT Evangelist, Keynote Speaker and IOT Thought Leader.

Selangor, Malaysia | Telecommunications