Citizen security represented critical challenges in urban areas of Peru, driven by rapid population growth, increased crime rates, and limited resources to effectively manage incidents. Traditional reporting methods, such as telephone calls or in person complaints, were shown to be insufficient to address the rising demand during emergencies. These limitations hindered the collection of accurate data and the timely response of authorities. This paper analyzed the development of a web and mobile system to receive and record citizen security incidents, drawing on international experiences where similar technologies proved effective in optimizing real-time communication and response. These systems improved coverage and accessibility in the management of security incidents. A systematic literature review examined methodologies and best practices applied in other regions, including the STAR (Situation, Task, Action, Result) methodology, focus on accessibility and data security. Our findings on a unified web and mobile system optimized urban security management, and also required adequate training to ensure effective use by the population and authorities.