Sector

Live support system for public institutions

Accessible, secure video support for citizen services.

Remote applicationcitizens don't need to visit the institution100%KVKK compliance🇹🇷Local infrastructure
Public service representative assisting a citizen via video

Citizens are waiting in long queues at physical offices, phone lines are busy, and existing digital channels often fail to meet security and local hosting standards. Moreover, for citizens with mobility restrictions, disabilities, or those living outside the city, physical applications pose a significant access barrier. Bitenta offers a support channel that meets public security requirements with Turkey-based servers and KVKK compliance, allowing citizens to join a queue online and have a video conversation with an authorized representative. As it doesn't require app downloads, it provides one-click access to the widest citizen audience; the multi-department structure ensures each application is directed to the correct unit. This equalizes service access and reduces physical crowding.

Common challenges

Citizens are waiting in long queues at physical offices, phone lines are busy. Access is difficult for disabled or out-of-city citizens. Existing digital channels do not meet local hosting and security standards.

The Bitenta approach

Live support that meets public security standards with Turkey-based servers and KVKK compliance. Citizens join a queue online without downloading an app and have a video conversation with an authorized representative from the correct department. The multi-room structure separates units, and the queue system manages density.

Physical queues create access inequality

Waiting in line for hours to access a public service does not impose the same cost on everyone: working citizens have to take time off, disabled citizens face physical barriers, and for those living outside the city or elderly citizens, the journey itself is a burden. Video support reduces this inequality; citizens can connect with an authorized representative from their location, without downloading an app, with just one click. In cases where visual or hearing support is required, the video channel provides a communication opportunity that a voice-only line cannot. Thus, digital public service reaches the most disadvantaged segments.

Multiple departments for correct routing

Public institutions offer numerous different services under one roof; citizens often do not know which unit to apply to and end up being directed to the wrong desk, wasting time. Bitenta's multi-room structure allows you to define separate queues and authorized groups for each department or service. Citizens select their issue, join the relevant unit's queue directly, and the authorized representative starts the meeting prepared. This increases the first-contact resolution rate and balances the workload of personnel.

Local hosting and data security priority

For public data, the hosting location is not a choice, but often a necessity. Bitenta processes all signaling and metadata on servers in Turkey; the audio and video between the citizen and the representative flows via P2P and does not pass through the server and is not recorded. This architecture both meets the local hosting expectation and protects privacy by ensuring that the conversation content is not stored anywhere. Under the corporate plan, the KVKK data processing agreement is completed with official processes, and corporate billing and payment are supported.

Why Bitenta

Highlights for this sector

Turkey-based servers — meets local hosting requirements

No app download — widest citizen access

Equal access for disabled/out-of-city citizens

KVKK data processing agreement

Citizen queue system

Multiple departments — separate rooms and routing

Corporate billing and payment

Capabilities

Tools built for this sector

Corporate security

KVKK compliance and Turkey-based servers for public standards.

Queue system

Citizens join a queue online, managed efficiently.

Multiple departments

Separate rooms and authorized routing for each unit.

KVKK & TR server

Data doesn't leave the country; local, compliant infrastructure.

FAQ

Frequently asked questions

Is the infrastructure hosted in Turkey?

Yes. All signaling and metadata are processed on Turkey-based servers; audio and video flow via P2P and are not recorded. The local hosting requirement of public institutions is met.

How does it provide access for disabled or out-of-city citizens?

Citizens can connect with an authorized representative from their location, without downloading an app, with just one click. The video channel provides a communication opportunity that a voice-only line cannot, thus increasing access equality.

How is citizen density and different units managed?

The queue system allows citizens to join a queue online; multiple department rooms direct them to the correct authority based on their issue, increasing the first-contact resolution rate.

Is the conversation content recorded?

No. Audio and video flow via P2P, do not pass through the server, and are not recorded; only non-privacy-sensitive metadata such as conversation duration is kept.

Is it easy to use for citizens?

Yes. Citizens can connect with one click on the website button without downloading an app or being a member; no technical knowledge is required. This facilitates access for elderly and digitally inexperienced citizens.

Can corporate billing be issued?

Yes. Under the corporate plan, corporate billing and payment methods and the KVKK data processing agreement are supported.

Related features:
Queue ManagementCorporate ManagementVideo Consultation

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