One experience. Every service.
“We’ve been able to improve the customer service experience by getting rid of those duplicate efforts. We’ve had our customers tell us it’s nice to know what to expect as far as look and feel from a technology standpoint.”
Stu Craven
Information Systems Project Manager, City of Omaha, NE
A better experience for residents. A smarter operation for staff.
Give residents a consumer-grade experience
Residents expect to interact with agencies the same way they interact with any other service: from their phone, on their schedule, with real-time updates. Accela delivers a fully branded, mobile-ready portal that makes it easy to submit requests, upload photos, and track status from first report to final resolution.
Reduce the cost of non-emergency requests
High-volume call centers are expensive to staff and hard to scale. By shifting resident interactions online, agencies can better manage inbound volume, reduce duplicate requests, and eliminate the manual routing and follow-up that drains staff time and budget.
Keep every department in sync
Service requests do not respect department boundaries. Accela routes each request to the right team automatically based on request type and geographic boundaries, with two-way synchronization so every department has a current, accurate view and nothing gets dropped.
Build the community trust that comes from following through
Residents who can see the status of their requests are more likely to engage with agencies again. Real-time updates keep residents informed at every stage, while built-in reporting provides agency leadership with the data to demonstrate performance and identify areas for improvement.
Connect requests to action in the field
Integrate directly with your work order management system so field crews receive actionable assignments the moment a request is approved. No manual re-entry. No delays between systems. Requests move from intake to resolution without losing momentum.
Protect resident privacy automatically
When residents submit photos, Accela automatically detects and redacts common forms of personally identifying information, such as license plates. Residents can submit with confidence. Agencies stay on the right side of privacy requirements without adding a manual review step.
AI-powered intake and validation
Accela uses AI at the point of intake to do the work that slows agencies down most. Photos are analyzed to suggest the right request type. Plain-language descriptions are validated by a digital assistant that asks the right clarifying questions before submission. And personally identifying information is automatically detected and removed before a record ever enters the system. Requests arrive complete, clean, and ready to route.
Process automation
Automate pre-configured workflows that identify request types, route tasks to the right team, send internal communications, and push status notifications to residents. Requests move forward without manual handoffs and without the risk of falling through the cracks.
Service request task management
Staff get an intuitive platform to search requests, track cases, configure processes, and manage their queue from intake to resolution. Priority setting, task assignment, and status tracking all live in one place.
Online resident access
A fully branded mobile app and web portal lets residents submit requests from anywhere, at any time. Snap a photo and AI analyzes submitted photos to suggest the appropriate request type. Or describe the issue in plain language and the digital assistant asks a targeted set of clarifying questions to make sure the request arrives complete. No phone call or trip to city hall needed.
Built-in reporting
Get a clear view of agency performance and resident activity, including request volume by type, resolution timelines, department workload, and geographic patterns, so leadership can make informed decisions about staffing and service delivery.
GIS integration
Residents and staff can pinpoint the exact location of an issue directly on a map. Location data speeds triage, improves routing accuracy, and gives agencies geographic visibility into where issues are concentrated across the community.
Work order management integration
Connect service requests directly to your existing work order management system so field crews receive actionable assignments and requests move from intake to resolution without delays between systems.