Service Request Management

Residents expect simple consumer-like experiences when requesting non-emergency, 311-type assistance from local government. Agencies often fall short of expectations due to costly call centers and manual processes for tracking and managing requests.

Accela Service Request Management is a branded, mobile, and web-based application that helps government facilitate customer relationship management. Users can make requests and access information when and how it is convenient for them. In addition, agencies can ensure close case management with limited resources to resolve requests fast

Man walking down street looking at mobile phone

Benefits

A branded and “consumer-like” experience for residents
Community members can easily make requests for services, and access information on events, landmarks, and other civic services information including:
- Trash pickup schedules
- Road construction project status

For large cities, 311 call center budgets can run in the millions and even tens of millions of dollars annually
Accela Service Request Management decreases government spending by reducing time and resources required to manage non-emergency requests
When residents interact with government online, agencies can better manage call center staffing and eliminate inefficiencies in routing and tracking requests

Conditional workflows ensure requests are managed by the correct department
Two-way synchronization for close tracking and management
Tasks can be assigned easily based on request type and even geographic boundaries
Ensures service requests are not dropped and all parties have complete transparency with real-time status updates

More efficient processing for non-emergency resident requests
Provide cleaner, safer, and more livable communities
Residents are more likely to expose issues, improving the quality of a community by connecting with government easily

Features

Process automation

Automate pre-configured workflows to identify request types, route tasks associated with submissions, send internal communications, and deliver push notifications to the public.
Service request task management

Access an intuitive platform for agency staff to search requests, track cases, set up processes, and prioritize and manage their queue from request intake to resolution.
Online resident access

Enhance the resident experience with a fully branded mobile application and online portal for requesting services. Residents can conveniently upload and mark-up photos of issues and submit and track requests.
Built-in reporting

Gain a detailed look at agency performance along with a 360-degree view of your residents to better understand the number and types of requests being made for complete service request optimization.
GIS Integration

Enable residents and agency staff to pinpoint requests via GIS-based mapping for quick insight into the nature and location of an issue.
Work order management integration

Integrate with work order management solutions to propel service requests into action and streamline processes for faster resolution.