Mejora Bilbao – Bilbao Hobetuz: Bilbao City Council’s incident app

«Mejora Bilbao – Bilbao Hobetuz» is Bilbao City Council’s citizen incident reporting app: a real-time mobile platform for citizen participation.

To help citizens play a part in looking after their city, we have developed, together with Bilbao City Council, a simple and intuitive mobile app for reporting incidents, suggestions and improvements in public spaces.

The app has a clear, easy-to-use interface that lets people report what they see in the street in just a few steps, on the spot and from their phone. This brings municipal services closer to residents, and the City Council receives accurate information so it can act quickly.

In 2026, Bilbao City Council entrusted Batura with the maintenance of Mejora Bilbao – Bilbao Hobetuz. We have updated the app and fixed the issues affecting how it worked, so it now runs reliably on iOS and Android.

What is Mejora Bilbao?

Mejora Bilbao combines two parts: the mobile app used by citizens and the City Council’s management system, which receives, classifies and routes each report to the department responsible.

Through the app, users can report incidents in areas such as water networks, sewerage, street lighting, cleaning and waste management, the green belt, parks and gardens, street furniture, roads, cycling and public spaces. Citizens can also send suggestions and ideas to improve the city.

Imagine someone sees a broken streetlight, loose paving slabs or vandalism. They just choose the relevant area and send a photo: the incident is automatically opened in the municipal service responsible, which will respond as quickly as possible and let them know when it has been resolved.

How the Mejora Bilbao citizen reporting system works

• Choosing the service: The user selects the category the incident belongs to (street lighting, cleaning and waste, parks and gardens, roads…). This way, the report reaches the right municipal service from the outset.
• Photo and location: Users can attach a photo and enter the exact location of the problem, thanks to Bilbao’s official building register built into the app. A short description can be added to complete the report.
• Sending and logging the incident: When the report is sent, the City Council receives the incident with all the information it needs (category, image, location and description), so its technical services can assess it and take action.
• Real-time tracking: The app lets users check the status of the incidents they have reported at any time and find out when they are resolved, by entering the email address or phone number used for the report. 

Benefits

• Real citizen participation: Anyone can help improve the city from their phone the moment they spot a problem.
• Faster reporting: The incident goes straight to the service responsible, with no intermediaries or phone calls.
• Accurate, high-quality information: Photos and the exact location remove ambiguity and reduce the need for inspection visits.
• Transparency and tracking: Citizens can check the status of their reports and see when they have been resolved.
• More efficient management for the City Council: Reports are classified and routed by department in an orderly way, and technical services get an overall view of what is happening in the street.
• Ease of use: An intuitive interface designed for everyone, with two clear options: “Enviar incidencia” (report an incident) and “Enviar sugerencia” (send a suggestion).
• Free and accessible: A free app, available on iOS and Android, in Spanish and Basque.

Mejora Bilbao turns every citizen’s phone into a tool for improving the city. It makes it easy to report incidents or suggestions on the spot, speeds up the City Council’s response and keeps residents informed until the issue is resolved, helping to build a closer, more participatory and more efficient city. It is also a model incident reporting app for local councils that can be adapted to any municipality.