Service Request Management (SRM/CRM)

Accela's Service Request Management Civic Application fosters greater community engagement

Delivers a branded, mobile, and web-based application that helps governments facilitate customer relationship management
Allows seamless integration with any existing Civic Application(s) you use, allowing for cross departmental integration
Provides increased efficiency and effectiveness for agencies to process and resolve any issues in their communities
Enables users to submit requests on any device from anywhere, add pictures and details to those requests, and track the status of each request

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.

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.

Construction pylons around a construction site

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.

A woman sitting on a couch with her laptop

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.