In modern realities, where the interaction between public and municipal authorities and citizens is becoming more and more transparent, citizen appeal monitoring is becoming particularly important. The article presents the stages of the analysis of citizen appeals to assess the effectiveness of the territory development strategy and programs of economic, social, environmental and innovative orientation. The author considers monitoring from the point of view of the mechanism for processing complaints and suggestions as the main tool for ensuring the sustainable development of the territory. The article suggests new approaches to monitoring data collection and analysis. On the example of a new system, the possibility of submitting appeals in various ways (online platforms, telephone lines, and personal receptions), classification of appeals by category, tools for trend analysis and identification of problem areas are considered. The author has identified qualitative indicators for the methodology of citizen appeals, which make it possible to understand the causes and consequences of problems, as well as quantitative indicators that reveal the frequency and prevalence of certain problems. The obtained research results may be of interest to managers and specialists of public and municipal authorities in order to develop new approaches to working with citizen appeals.