311 Work Order Operations
Full work order lifecycle from SR-driven creation through crew dispatch, mobile field execution, preventive maintenance scheduling, contractor coordination, and asset condition updates — with real-time GPS tracking and cost capture.
WO from SR
Route Optimization
GPS Tracking
Daily WO 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
5Core WO lifecycle templates
Crew availability & route optimization
Offline mobile, GPS, barcode/QR
Asset lookup & condition update
Map display & routing
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 11 discrete capabilities — each with API surface, business rules, and data ownership.
Automatic work order creation from service requests requiring physical work, with SR details, location, photos, priority, and SLA carried forward.
SR-Driven Creation
When SR resolution requires physical work, auto-create WO with all SR details, location, photos, and priority.
Batch Creation
Batch WO creation for duplicate clusters — single WO addresses multiple related SRs.
Template-Based
WO templates by SR category pre-populate checklists, materials, and estimated effort.
SLA Linkage
WO inherits SR SLA deadline ensuring work completion meets citizen commitments.
Skill matrix matching, geographic zone assignment, workload balancing, and priority queue with union/collective agreement rule compliance.
Skill Matrix
Match required certifications and competencies to qualified crews.
Geographic Zone
Assign to crews responsible for the geographic zone where work is located.
Workload Balancing
Dashboard showing crew workload for equitable distribution of assignments.
Union Rules
Respect collective agreement rules for assignment, overtime, and seniority.
Assign WOs to contractors with PO generation, scope/specs, mobile access, progress tracking, invoice submission, and performance rating.
PO Generation
Auto-generate purchase orders on contractor assignment with scope and specifications.
Contractor Portal
Contractors access assigned WOs via mobile with progress updates and photo upload.
Invoice Workflow
Contractor submits invoice against WO; approval workflow with quality inspection gate.
Performance Rating
Rate contractor quality (1–5) per WO for ongoing performance tracking and vendor management.
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
14 RESTful endpoints across 7 resource groups — plus 7 domain events for async integration.
/api/v1/311/work-orders
Create WO from SR
/api/v1/311/work-orders
List WOs (filter by status/crew/date)
/api/v1/311/work-orders/{wo_number}
WO detail
/api/v1/311/work-orders/{wo_number}/status
Update status
Ecosystem
Products that depend on this module
1 Civic products consume 311 Work Order Operations — making it one of the most critical platform services in the ecosystem.
Technical Specifications
Performance, Compliance & Configuration
WO Creation from SR
Route Optimization
GPS Tracking Update
Mobile App Offline
Concurrent Field Users
Daily WO Volume
FAQ
Frequently Asked Questions
Ready to Integrate
Build on 311 Work Order Operations
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