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Improving Citizen Communication: Efficient Alerting for Key Public Services

Use Case

The Commune sought a more inclusive and efficient communication channel because traditional platforms (website, public bulletin, Facebook) often failed to reach all residents — especially those with limited technical access.

By adopting the SMSEagle hardware SMS gateway, the Commune enabled timely delivery of essential updates (waste collection, power outages, meetings, tax deadlines, events) directly to mobile phones, thereby bridging the “digital divide”.

“As the local government, we faced difficulties in coordinating digital communications with our citizens. We used to depend on our website, the Commune’s Public Information Bulletin, and our Facebook profile to share information … the channels often failed to deliver important updates in time and to everyone.”
Tomasz Haba
IT specialist, Masłów Commune Office

About the company

Masłów Commune is a rural municipality in south-central Poland, covering approximately 86 km² and serving over 11,000 residents across 12-13 villages and settlements. It manages local services such as waste collection, power supply regulation, street repair, cultural events and citizen outreach.

Company website: www.maslow.pl

Challenge

  • The Commune relied on its website, Public Information Bulletin and Facebook to communicate with residents — but these did not always reach everyone, especially people without smartphones or internet access.

  • A digital divide existed: some residents lacked technical skills or access needed to receive online notifications, meaning essential information didn’t always reach them.

  • The Commune needed a simple, accessible system that would ensure all residents received timely updates about critical local issues (waste collection, power outages, meetings, etc.).

Solution & Deployment

  • The Commune selected the SMSEagle hardware SMS gateway (model NXS-9700-4G) to create a direct SMS communication channel.

  • The system was easy to deploy: residents could subscribe by sending an SMS with their village name and be automatically added to relevant local groups. Unsubscribing was equally straightforward—just send “STOP”.

  • Messages could be scheduled, grouped by village or topic, and personalized — enabling targeted communication such as selective waste collection dates, upcoming meetings, tax deadlines, power outage alerts, traffic disruptions, and cultural events.

  • The solution required minimal technical overhead and was financed via an EU “Digital Commune” grant. Deployment was rapid, with low configuration effort.

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Results & Benefits

  • The new SMS channel has been positively received — with nearly 1,000 subscribers already and growing numbers in the village-specific groups.

  • Administrative workload decreased: fewer calls and fewer one-off requests for simple updates (like waste collection schedules).

  • Communication became more inclusive, reaching residents who previously had limited or no access to digital channels.

  • The platform now supports flexible use cases and the Commune plans to expand its use (e.g., communications with election commission members and further administrative notifications).

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