Questions & Answers
Frequently Asked Questions
Answers to common questions about Civic Work Order / 311 — from deployment and compliance to pricing and technical architecture. Can't find what you're looking for? Contact our municipal solutions team.
Civic Work Order / 311 is a purpose-built service request and work order management platform for Canadian municipalities. It handles the complete lifecycle from multi-channel 311 intake (phone, web, mobile, email, AI chatbot, IoT sensors) through triage, dispatch, mobile field execution, and resident notification — with built-in SLA tracking, GIS integration, and operational analytics. Delivered as a full source code licence with no per-seat fees.
Unlike generic platforms, Civic Work Order / 311 is purpose-built for Canadian municipal operations. It includes multi-channel 311 intake, Ontario MMS (O.Reg. 239/02) SLA compliance, GIS-powered duplicate detection, offline-capable mobile field app, resident notification workflows, ward-based routing, bilingual support, and Canadian data residency — all out of the box. Generic platforms require extensive customization and integration to achieve these capabilities.
Civic Work Order / 311 is designed for small to mid-size Canadian municipalities (populations of 5,000 to 500,000). The configurable service catalog, departmental routing, and SLA framework scale from a single-department operation to a multi-department municipality with dozens of field crews. Full source code access means the platform grows with your municipality.
Yes. Civic Work Order / 311 has built-in integrations with Civic CRM (bi-directional case-to-work-order flow), Civic Property Tax (property owner lookup and infrastructure cost tracking), and other Civic Suite modules. The consistent platform architecture shares authentication, notification, audit, and GIS services across all modules.
Yes. Residents receive proactive status notifications (acknowledged, assigned, in progress, completed) via their preferred channel (email, SMS, portal). The public community issue map shows anonymized open and resolved requests geographically. Residents can check their specific request status using their reference number on the web portal.
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