Civic Work Order / 311

Unified service request and work order management

Multi-channel 311 intake with integrated work order management. Citizens report issues through web, mobile, phone, or email — requests are automatically routed to the right department, assigned to field crews, and tracked through completion with real-time status updates back to residents.

Request a Demo View Solutions

55%

Response Time Reduction

Request Channels

Auto

Resident Notifications

Features

What's included

Multi-Channel Intake

Accept service requests via web portal, mobile app, phone, email, walk-in, and social media with unified queue management.

Smart Routing

Requests are automatically categorized and routed to the appropriate department and crew based on request type, location, and priority.

Work Order Assignment

Supervisors assign work orders to field crews with scheduling, resource allocation, and mobile dispatch.

Mobile Field App

Crews update work order status, attach photos, record time and materials, and capture signatures from the field.

SLA Tracking

Configurable SLA targets by request type with automated escalation, status notifications, and compliance reporting.

Resident Notifications

Automatic status updates to residents at each stage — received, assigned, in-progress, completed — via email or SMS.

Benefits

Why choose this product

Reduce average response time by 55%
Eliminate lost or duplicated service requests
Improve resident satisfaction with transparent tracking
Optimize crew scheduling and route planning
Provide management with service delivery performance data

Built For

Who uses this product

Customer Service Reps
Public Works Supervisors
Field Crews
Department Managers

Use Cases

Real-world scenarios

Pothole Report to Repair

A resident reports a pothole through the mobile app with a photo and GPS location. It's automatically routed to roads, assigned to the next available crew, and the resident gets a notification when it's patched — all within 48 hours.

Water Main Break Response

Emergency call triggers a priority work order, dispatches the closest crew via mobile, notifies affected residents, and creates follow-up inspection work orders — all from a single intake.

Integrations