311 Service Request
Multi-channel citizen service request intake with AI chatbot, computer vision photo categorization, IoT sensor auto-intake, and intelligent duplicate detection — powering responsive municipal service delivery.
SR Creation
Chatbot Deflection
CV Accuracy
Annual Volume
Purpose-Built for Canadian Municipalities
Purpose & Scope
What this module owns
Clear ownership boundaries prevent duplication and ensure every capability has exactly one authoritative home.
Owns
12Delegated to
6Case lifecycle tracking
Citizen identification & authentication
NLU, computer vision, similarity models
Geocoding, reverse geocoding, map display
Status notifications & confirmations
Device readings & threshold alerts
These capabilities are handled by dedicated modules and consumed via stable API contracts — keeping boundaries clean and ownership unambiguous.
Core Capabilities
What it does
3 capability groups comprising 9 discrete capabilities — each with API surface, business rules, and data ownership.
Configurable category hierarchy with 50+ types, per-type response times, routing rules, required fields, seasonal types, and public/internal visibility.
Category Hierarchy
50+ configurable types with description, expected response time, routing rules, required fields, and attachments per type.
Priority Algorithm
Per-type priority calculation rules for auto-prioritization based on category, location, and urgency indicators.
Seasonal Types
Season-specific request types (e.g., snow complaints Dec–Mar) that auto-activate and deactivate on schedule.
Public vs. Internal
Control which request types are visible on the citizen portal vs. internal-only staff categories.
Accept service requests via phone (CTI), portal, mobile app, email, social media, walk-in, and IoT — with consistent data capture across all channels.
Phone (CTI)
Computer-telephony integration with agent screen pop, caller ID lookup, and guided intake forms.
Portal & Mobile
Responsive form with file upload, map pin, GPS from mobile, camera access, and offline queue.
Email & Social
NLP email parsing and Twitter/X monitoring with auto-response and context extraction.
Walk-in & IoT
Kiosk/counter intake and automated SR creation from IoT sensor threshold breaches.
Precise location capture through address lookup, intersection entry, map pin, GPS, What3Words, and reverse geocoding to ward/district/zone.
Address Lookup
Municipal address database with autocomplete, intersection entry, and map pin drop.
GPS & What3Words
Automatic GPS from mobile devices and What3Words support for precise location without address.
Reverse Geocode
Reverse geocode to ward, district, and zone for automatic routing and analytics.
Asset Proximity
Match to nearest infrastructure asset (hydrant, light pole, catch basin) for work order linkage.
Every module owns a single bounded context, exposes stable APIs, and can be composed into any Civic product — that's the architecture that scales.
Krutik Parikh
Creator of Civic
Data Model
Entity Architecture
5 entities with 4 relationships — the authoritative schema for this bounded context.
Entities
Select an entity to explore its fields and relationships
API Surface
Integration Endpoints
12 RESTful endpoints across 7 resource groups — plus 7 domain events for async integration.
/api/v1/311/catalog
Service catalog (public types)
Ecosystem
Products that depend on this module
2 Civic products consume 311 Service Request — making it one of the most critical platform services in the ecosystem.
Technical Specifications
Performance, Compliance & Configuration
SR Creation (any channel)
Chatbot Response
Computer Vision Analysis
Duplicate Detection
Chatbot Deflection Rate
CV Classification Accuracy
Concurrent Phone Agents
Annual SR Volume
FAQ
Frequently Asked Questions
Ready to Integrate
Build on 311 Service Request
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