311 SLA & Communication
Priority classification, SLA definition and tracking, automated citizen communications, public request tracking, AI breach prediction, satisfaction surveys, and community engagement tools for transparent 311 service delivery.
SLA Calculation
Notification Delivery
Breach Prediction
SLA Compliance
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
11Delegated to
3Multi-channel delivery (email, SMS, push, voice)
Citizen portal pages
KPI dashboards
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 10 discrete capabilities — each with API surface, business rules, and data ownership.
Rules-based and ML-powered urgency scoring for auto-prioritization with VIP location flagging and manual override with audit trail.
Emergency Auto-Dispatch
Critical events (water main break, sinkhole) auto-classified as EMERGENCY with immediate dispatch.
ML Urgency Scoring
Machine learning model scores urgency using historical resolution patterns, weather, and location risk.
VIP Location Flagging
Auto-flag requests at schools, hospitals, council offices, and other designated VIP locations.
Manual Override
Supervisor can override priority with full audit trail documenting reason for change.
Per-category and per-priority SLA definitions with business hours, holiday calendars, seasonal adjustments, and pause conditions.
Response & Resolution
Separate response time (acknowledge) and resolution time SLAs per category/priority combination.
Business Hours
Business hours vs. 24/7 tracking with holiday calendar integration.
Seasonal Adjustments
Adjustable SLA multipliers for seasonal backlog periods (e.g., spring pothole surge).
Pause Conditions
SLA clock pauses for weather events, supply chain delays, and other configurable conditions.
Multi-tier time-based, role-based, and trigger-based escalation with automatic notification chains and escalation logging.
Time-Based Tiers
Progressive alerts: 50% SLA → yellow, 80% → orange, 100% → red with configurable thresholds.
Role-Based Chain
Supervisor → manager → director escalation chain for unresolved breaches.
Trigger-Based
Auto-escalate on media mention, council inquiry, safety risk, or other configurable triggers.
Escalation Log
Full audit trail of escalation events, notifications sent, and actions taken.
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 5 relationships — the authoritative schema for this bounded context.
Entities
Select an entity to explore its fields and relationships
API Surface
Integration Endpoints
11 RESTful endpoints across 5 resource groups — plus 6 domain events for async integration.
/api/v1/311/sla/definitions
SLA definitions
/api/v1/311/sla/tracking
SLA tracking dashboard
/api/v1/311/sla/compliance
SLA compliance report
/api/v1/311/sla/predictions
SLA breach predictions
Ecosystem
Products that depend on this module
2 Civic products consume 311 SLA & Communication — making it one of the most critical platform services in the ecosystem.
Technical Specifications
Performance, Compliance & Configuration
SLA Calculation
Notification Delivery
Public Map Load
Breach Prediction
Survey Response Rate
SLA Compliance Target
CASL Compliance
FAQ
Frequently Asked Questions
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Build on 311 SLA & Communication
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